Customer Service Sales

MICHELLE L. MARTIN

408-***-**** ***********@*****.***

PROFESSIONAL QUALIFICATIONS

A dynamic customer experience professional with 17 years of progressive experience and proven expertise in

creating strategies designed to simulate sales and increase market presence as well as customer satisfaction. A

specialist in translating creative energy and talent into profitable business results. Ability to build strong business

relationships and networks which result in lucrative business alliances. Accomplished negotiator able to coordinate

multiple and complex projects in a highly efficient, effective and organized manner.

EXPERIENCE

Stamford American International School, Singapore February 2012 to December 2013

Admissions and Marketing

§ Coordinate the administrative processes for admission of Nursery to Grade 12 applicants

§ Effectively communicate admissions policies and procedures to internal and external stakeholders

(Superintendent, coordinators, teachers and prospective families)

§ Plan, develop and review admissions procedures and assist in setting targets and objectives for the department

§ Review and revise existing admissions documentation with the outcome of producing user- friendly,

professional documentation at all stages of the enrollment process

§ Ensure MIS records pertaining to admissions are maintained

§ Coordinate the dissemination of student information to relevant stakeholders

§ Keep up-to-date with latest teaching practice including PYP, MYP frameworks and IB Diploma

§ Maintain a weekly statistics report indicating entry and exit of families to and from Stamford

§ Assist in the management of the specific needs of international applicants, including guardianship

requirements, EAL testing, Student Pass applications and ICA requirements

§ Manage changes to the current student body (e.g. changes in status of enrollments, class changes, students on

leave, etc.)

§ Provide assistance to the Director of Admissions and Marketing where required

Apple, Inc., Cupertino, CA December 2009 to December 2010

Engineering Project Specialist – Touch Hardware

§ Procured all components and commodities necessary to support engineering investigation builds, quick turn fab

boards and all other stages of builds from inception to production across iPhone, iPod, iPad and

Trackpad/Mouse products

§ Responsible for creating, managing and processing Engineering Change Orders, Manufacturing Change Orders,

Deviations and part number creation through Agile system

§ Created BOM’s (Bill of Materials) and archive related technical information

§ Responsible for creating purchase requisitions through internal eApproval system; follow up on open purchase

orders with vendors to ensure timely delivery and communicate with internal customers to resolve receiving and

accounts payable discrepancies

§ Ensured suppliers confirmed all purchase orders and provided committed ship dates. Reschedule/modify past

due delivery lines at a minimum weekly in SAP and track deliveries until received

§ Manage Logistics of parts for builds with contract manufacturers in China and Taiwan – creating and

maintaining of Build Matrices as well as maintaining budget records and DRP’s daily to cross functional teams

§ Provided high level of customer service for internal customers across cross functional groups before, during and

after builds

§ Worked directly with Global Supply Managers, Engineering Project Managers and EE Managers as support for

builds in all cross functional activities

§ Participated in interviewing potential contractors and training hired contractors on all job duties and

applications

§ Proficient in Excel, SAP, Agile, Radar Application, eApproval

Paychex Inc., San Jose, CA April 2009 to December 2009

Senior Business Consultant – Territory Manager

§ Responsible for servicing over 300 installed customer accounts in addition to generating revenue by developing

market potential through lead generation, networking, product and service recommendations and closing sales

§ Develop sales strategies, techniques, and tactics based on customer feedback and market environment

MICHELLE L. MARTIN

Experience continued

Out of the Envelope, LLC, Los Gatos, CA 2002 to October 2008

Proprietor – Director of Customer Development, Sales and Order Process

§ Manage a team of 6 employees in a boutique retail firm which designs, creates and produces high end

invitations and marketing materials for individuals and businesses, such as Covad Communications, Applied

Materials, Deloitte & Touche Silicon Valley, Silicon Valley Business Partners, Robson Homes, and various

other retail outlets in Los Gatos and the surrounding areas

§ Responsible for all sales, day to day operations, office management, employee relations and customer service:

o vendor management, term negotiations, account creation, inventory management

o responsible for managing the inventory delivery for time critical holiday season from over 150 vendors

around the world

o responsible for all invoicing and materials management with regards to vendors and customers

o creation of marketing materials from newsletters, website creation and ongoing updates, direct mail pieces,

in store promotions and events

o prioritize and manage all customer email, telephone calls, correspondence, and other communication to

enhance store productivity and sales

§ Strong customer service, sales and marketing as well as problem solving skills

Juniper Networks, Sunnyvale, CA 2002

Business Development Manager – Mid Markets

§ Responsible for prospecting for new and competitively installed accounts for team of Enterprise Sales

Executives

§ Created an effective call to action email campaign for strategic accounts which resulted in appointments at 4 out

of 6 heavily installed Cisco accounts that were targeted by the VP of Sales

§ Assisted in presentation preparation and attended meetings with accounts such as AMB Financial and EA

Games

Lucent Technologies, Fremont, CA 1998 to 2002

Assistant Sales Manager, 1999 - 2002

Overlay technical specialist focusing on CRM and VOIP

§ Managed 12 account executives by helping to generate over 4 million dollars in sales while identifying overlay

applications within their new and existing accounts. Acted as team Call Center and CRM specialist

§ Provided technical presentations, executive briefing center presentations, network drawings and configurations,

proposals and installation support

Senior Account Executive, 1998 to 1999

§ Responsible for identifying and qualifying potential clients within the Bay Area

§ Key responsibilities include development of a business communications infrastructure, proposal strategies and

negotiations with the client, project management of the proposed solution, and increasing existing account

revenue with future applications

§ Top revenue clients including but not limited to: Newark Unified School District, Santa Clara Valley Housing

Authority, Exodus and eBay

Bay Networks (now Nortel Networks), Santa Clara, CA 1995 to 1998

Account Development Executive

§ Responsible for overall identification and qualification of potential clients within the Northeast territory through

outbound calling, email prospecting and direct mailers to new and competitively installed accounts

§ Worked with channel partners in designing networks based on the Bay Networks router, switch and network

hub offerings as well as providing detailed quotes and product literature

AWARDS & RECOGNITION

Lucent Technologies 1998-2001

1998, 1999, 2000, 2001 Awarded Presidents Club – 137% of annual quota

Paychex 2009

Awarded Rookie of the Quarter – Highest CPA satisfaction and sales over 170% of quota

Apple Inc., 2010

Awarded Significant Contributor in Leadership and Management on yearly review

Awarded bonus and raise although not eligible based on months worked

MICHELLE L. MARTIN

Experience continued

EDUCATION

California State University, Chico, 1995

Bachelor of Arts, Psychology

Bachelor of Arts, Liberal Studies

PROFESSIONAL TRAINING, ASSOCIATIONS and VOLUNTEER LEADERSHIP

Consultative Selling Skills and How to Sell to VITO

Micosoft Applications Extensive Training (Word, Excel, Powerpoint)

CCNA Cisco Certified Network Associate – 1999

CRM – Customer Relationship Management Seminar Series – 2000

InResonance Expert Training - 2013

Associations and Volunteer Leadership:

Member, Junior League of San Jose 2001-2008

Board Member, St. Christopher School and Parish 2007-2012

SAIS Parent Council Board Secretary – 2012-2013

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