Sales Manager

Jennifer Spear

**** ****** **** **. * Hugo, MN 651-***-****

*********@*****.***

http://www.linkedin.com/in/jenniferspear/

Profile

Client Services Manager with in-depth experience leading client

service, operations, and project teams. Particularly strong in

execution skills, encouraging innovation, and leading through

change. A recognized thought leader and creative thinker with

ability to build relationships and work with cross-functional teams.

Experience

Deluxe Corporation, Shoreview, MN

A 1.5 Billion provider of soultions to Small Business and the

Financial Services Industry.

Client Services Manager, 2007 - Present

Led a team of 19 national sales support, project and process

consultants supporting sales and marketing operations. Reported to

VP of Operations and Finance with responsibility for $3M operating

budget.

Initiated significant process standardization and integration of

key metrics to reduce cycle time, eliminate defects, increase

customer satisfaction, and reduce cost through Lean deployment and

tools

Developed and managed voice of customer program. Increased

customer satisfaction to 96% through analysis of feedback,

recommending courses of action and implementing new functionality

and processes

Collaborate across the organization to ensure solid process and

procedures were identified and executed when a new product is

developed, tested and launched

Surpassed new business quota by 19% in 2013, generating over $1M

in additional solutions sales

Led projects for multiple new programs and products that resulted

in over $20 million of new revenue in 4 years

Achieved a personal score of 92% from employees on the corporate

engagement survey. This was the highest score for any leader in

the organization

Implemented SalesForce.com throughout organization; defined and

built metrics to measure capacity and defects. This effort

produced reduction of internal defects to 2.3%, well below the

expected range of 4-7%.

Regional Sales Service Manager, May 2005 - April 2007

Led 15 Sales Service Representatives focused on Small Business

revenue. Team covered 6 states with annual revenue responsibility

of $19M.

Built an highly skilled team that consistenly delivered results

during an acquisition of a competitor

Designed, developed, and implemented tools for Sales Service

Representatives to evaluate the effectiveness of their territory

plan and training

Effectively analyzed client needs and market trends to forecast

capacity and ensure business goals were met

Collaborated in tandem with Sales to acquire new clients by using

effective presentations. Successful in 10 key wins growing

revenue by $3.8M

Team Leader, May 2001 - May 2005

Effectively led a team of 50 inbound Sales Consultants focused on

Small Business revenue. Reported to Director of Call Center

Operations and had responsibility for increasing sales and

reducing employee turnover.

Coached, mentored and developed Sales Consultants to meet quality

and productivity expectations

Participated in the creation and implementation of Multiple

Variable Testing initiatives

Customer Care Program Manager, April 2000 - May 2001

Designed, and implemented best practices for fraud and consumer

privacy issues. Collaborated with President to resolve customer

satisfaction issues.

Participated in developing a program to mitigate the risk of

fraud. The fraud program resulted in over $5 million in revenue

during the first year

Partnered with off-shore team to identify and resolve escalated

issues related to fraud and risk management. This resulted in a

decrease in restitution and creating of a new program

Effectively handled and resolved all escalated issues on behalf of

the Executive Leadership team

Designed and directed concerned customer recovery process.

Educated Team Leaders to understand the process which increased

customer retention

Education

BETHEL UNIVERSITY

Bachelor of Arts, Organizational Leadership, with

honors

Bethel University

Master of Arts, Organizational Leadership; in

progress

Aveta Institute

Lean Black Belt, in progress. Final project

submitted for review and waiting approval

Contact this candidate