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Customer Experience, Sales and Program Manager

Location:
San Jose, California, United States
Posted:
March 09, 2018

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*Currently enrolled in SQL courses

Company: San Jose City Council Campaign, District 9

Interim Campaign Operations Manager & Treasurer February 2018 – Present

Company: AbleWorks

Interim Communications and Development Program Manager June 2017 – September 2017

The primary goal of this role is to ensure the organization is well funded and its vision is effectively communicated externally. Supported the CEO, Board of Directors and Advancement Council in fund raising activities including grant reporting, private donor solicitation, public donor and events. Contributed to the overall development strategy. Highlight: In four weeks I doubled the Facebook page engagement organically.

Company: VPSV Agency

Senior Media Consultant March 2017 – June 2017

Temp work as a full sales cycle account executive with a boutique marketing agency in Santa Clara. In my first 2 weeks, I exceeded my sales goal by getting to 125% of goal. The primary areas of expertise I leveraged: Google AdWords campaigns, customer success, strategic marketing, digital marketing, creative fulfillment management and account management.

Company: Willow Pump, DBA ExploraMed NC7

Customer Experience Program Manager October 2016 – January 2017

Temp Project Created a Customer Experience Program from the Ground Up:

Provided options to execs for a CRM. Once selected, built out the platform for optimal customer case handling

Selected an Order Management System, Set-Up; Inventory, Create Sales Order Template and custom fields. Manage all orders.

Selected a VOIP phone system and set-up all extensions, call recording, be the voice of auto attendant

Became a self-taught expert on the product by studying all materials and demoing the product multiple times

Created a troubleshooting guide and public support knowledgebase

Recruited, hired, onboarded, trained and managed customer service representatives

Championed proactive support emails to the customer with tips for troubleshooting common issues and questions. Selected a mass email client, import customers, create templates, pull together content, design the email and send out.

Created work instructions, SOPs and customer instructions

Continually created and improved automation of processes

Acted as an agent for portions of every day. Interacting with customers and solving cases

Worked with Manufacturing to create the fulfillment strategy for various stages in the customer experience

Ongoing Duties:

Managed all customer service processes. Ensured that the tools and systems in place are being used to the required FDA/Quality and administrative standards and identify and promote any areas of efficiency/inefficiency. Worked with all departments involved in processes that effect the customer experience. Was the voice of the customer in process meetings, while also creating processes that are optimal for staff. Work to drive continuous improvement in people, technology, service and product design and build. Established and tested new strategies to improve the customer service experience.

Troubleshooting; As they happen, report bugs to R&D, Quality and/or Clinical to agree on solutions. Update the knowledge base and internal troubleshooting guide with all new bugs and their solutions. Train CSRs on how to handle new issues.

Financial Analysis; Managed a budget effectively and able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report expenditure as required. Ensured the right caliber of staff are recruited, and in accordance with company policy and procedures. Source, interview and recommend hiring/not hiring. Lead, motivate, communicate with, develop, appraise, train and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs.

Resource Planning; Recognize potential upswings in fulfillment and customer support before they occur to be prepared with enough staff resources and materials. Ensure that all third-party vendors involved in the Customer Experience adhere to the protocols of the processes in place.

Company: Eargo Hearing Inc.

Training, Development and Quality Program Manager February 2016 – June 2016

Highlights

Learning the internal processes that effect the customer experience

Fixed gaps in processes

Auditing hundreds of support cases in the Salesforce CRM and E-Commerce data that lead to bad reporting

Implemented new standards in data entry and case handling

Audited over 1000 incoming customer support cases to ensure accurate and adequate data

Reworking the UI of the CRM to effectively capture data

Tracked the performance and productivity of the support team

Installed new CSAT measures that were in sync with Salesforce to ensure ease of reporting

Developed SLA’s, Metrics and KPI’s for teams in the Customer Experience

Submitted bug issues and UI improvements through JIRA for the portal development team

Documented processes and meetings (data entry)

Data entry of all processes, including Visio workflows. The largest project is a 150 plus page customer experience reference manual.

Utilize Google Docs, Sheets and slides to organize processes and collaborations

Contributed to marketing strategy

Ongoing Duties: Responsible for creation of all learning delivery, instructional development and knowledge assets for teams involved in the Customer Experience. From product sales training to professional development activities. Incorporating key principles of adult education to effectively design and implement consistent training programs and materials aligning with the organizational vision and core values.

Partnered with Human Resources and Operations to target and implement program improvements for new hire on-boarding. Collaborated with product marketing and sales to customize training content tailored to customer facing sales and customer support teams. Designed and implemented effective tools, training initiatives and processes to close workforce gaps. Provided oversight on the mandated FDA compliance training programs to ensure that the programs are developed in coordination with established standards and are properly tracked within employee profiles.

Company: MindSource

Demand Generation Program Manager December 2015 – February 2016

Primary duties: Drove all lead generation activities, and support overall company marketing & sales strategy to increase revenue, drive brand awareness and visibility. Reported results directly to the Executive Management and Partners of the firm.

Monitored all acquisition programs including conversions, pipeline and revenue impact. Regularly report on all acquisition efforts and conduct deep dive analysis

Worked with the executive sales team, execute closed business and drive increased engagement with current clients, prospect and channel sales partners. Ensure successful execution and delivery against revenue and customer goals.

Performed market analysis for industries or market areas we can best compete in, including and up to identification of sales prospects and research on candidates.

Worked with the India Team to track their productivity, assess incoming prospects and delegate to our US SalesTeam. Provide weekly reports on all activity and metrics.

Company: Merchant Atlas

Sr. SaaS Account Executive November 2014 to November 2015

Primary duties: Participate in Beta Testing of Machine Learning CRM Lead Platform. Acquired digital advertising, IT Technology, marketing automation, subscription services and SaaS clients for companies like Google Adwords, Groupon, NeuStar, Digital First Media, YP, TouchBistro, Bindo, VistaPrint, Rubicon and more

Q1 and Q2 Sales Leader 2015. Exceeding quota by 20%

Sales Enablement: Condensed from a typically large packet of over 40 pages of client campaign information, into a campaign sales training one sheet that included all of the details to close a sale. I identified common objections, created an intro script, value statements, closing script, closing process (hierarchy and data entry) and identified other products that would fit the various company campaign targets to increase upsell opportunities.

Employee Development: Trained new employees and recorded their feedback. Discerned actionable insights from this for the CMO and Founder. I created a best practices sheet for the Merchant Sales Rep Team. Call process, meeting prep, and designed a system in the cloud for logging case studies, training materials and sales team requests. Worked closely with cross- functional teams to identify, prioritize, and create case studies. Productivity went up by 50% after I implemented new training processes.

SaaS Application: Contribute to the development of internal SaaS platforms in the areas of : User Interface, Functionality, and User Experience. Logged errors and collected feedback from a test team of users.

Continued, Merchant Atlas

Growth Strategy: Designed and managed a national merchant acquisition project that reaches potential new customers via digital strategy and live industry events. Created the ads, marketing collateral, and social media content for this project. I created a Merchant Rewards Program that would give our company a pool of merchants that are ready to try new services. The Merchant rewards program would reduce campaign timelines, expenses and produce higher quality sales for our clients.

Enterprise / Channel Sales / Partner Programs: For our enterprise team I created a Digital Publisher program to enable large sales volume contracts and quicker closes in the digital marketing vertical. I designed the collateral/content, workflow, and trained the staff.

Company: Hearst Media Services

Sr. Account Executive Digital Media October 2013 – April 2014

Acquired digital/social media advertising clients in various verticals. Full sales cycle from lead generation to close. Managed client digital ad campaigns in various SEM platforms: PPC, Display, Mobile Display, Video Display, Social Media Ads, Retargeting, and Reputation Management

Highlights:

Sales Achievement: First 8 weeks here, I exceeded the 90 day sales revenue expectation by + 500%. Executed a contract worth six figures.

Sales Enablement: Create sales presentations and shared them with the in house sales team to help them reach their sales goals.

Marketing: Conducted market research, gleaning insights into consumer behavior and preferences to ensure accurate targeting of advertising campaigns.

Customer Success Management: Developed campaign-management tools (e.g., creative briefs, workflow layouts, and project-tracking spreadsheets) that improved flow of communication and elevated client satisfaction. Optimized keywords and overall ad process including bid management. Implement testing strategies to enhance the demand creation process, including landing pages, special promotions, content and product placement. I utilized various tools; CRM, AdMall, DoubleClick, Buzzboard, Google AdWords, Kantar, Scarborough, and Nielsen. In addition, I conducted competitive analysis for clients on a regular basis. Generated, evaluated and effectively communicated campaign results on a monthly basis.

Company: Sapplica

National Director of Sales and Marketing September 2012 – April 2013

Sapplica is digital development company that specializes in custom developed apps and web applications for companies like Pfizer. Full sales cycle from lead generation to close.

SaaS Dev/Lead Generation: Originated a new SAAS web application named My Agency Connect, designed to become a leads source for digital projects revenue. I crafted the marketing collateral, website content & wire frames, lead generation, and sales tools for this project. I identified and attended industry networking events to build relationships with creative agencies. Cold calls, social media selling and networking were utilized to build the sales pipeline.

Digital Marketing: Managed social media content, SEM/ Google AdWords, SEO, CRM selection and implementation, project management, and overall marketing and sales strategy at Sapplica.

Project Management: I worked with a global / offshore team to keep projects on track. Translated the client’s needs to the development team. Drove adherence to our timelines.

Company: Elastic Sales Inc., a YCombinator Start-up

SaaS Account Executive, Business Development, Strategy August 2012 - September 2012 (Contract)

Highlights: Working directly with the Sr. Sales Manager/CoFounder to quickly adapt to their own CRM, Close.io. In three weeks I spread the client's account base into eight major cities in the United States. I broke sales records for this

EARLIER WORK – Condensed. Full scope of these roles are available upon request this resume is listed by relevance for the role

Certified by GCI Solar as an Solar Sales Account Executive October 2014

SaaS Enterprise Sales Executive & Affiliate Program Manager, SAAS at SplashData Inc August 2010 - October 2010

SMB Marketing Projects SEM Google AdWords – Freelance Consulting April 2010 – Present

General Manager of Sales, Ops, and Marketing at Xtreme Fitness Silicon Valley January 2005 - October 2010

Store Manager at Motherhood Maternity 2009

Teacher’s Aide at Franklin McKinley School District



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