Customer Service Sales

Linda Morse

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

High energy, strategic to tactical execution program/project manager, known

for being a

self-starter and very results driven. Strong content management and

delivery, written and verbal communication skills. Extensive problem

solving and analytical abilities. Proven individual and managerial

contributor; a team player who thrives in fast paced environments.

SUMMARY OF QUALIFICATIONS

More than fifteen years of continuously advancing marketing and sales skill-

set and expertise including:

Strategic/ Tactical Marketing and Sales

Research and Analytics

Demand / Lead Generation

Close Loop Process

SFA and Marketing Automation

SEM/SEO

Email Campaign s

Audience & List Segmentation

Lead Nurturing & Scoring

Metrics/ROI/Reporting/Refinement

Online Media Vendor Management

PROFESSIONAL EXPERIENCE

Business Development Manager (Consultant project-based engagement)

SC Fuels, San Jose CA (fuel, lubricants and chemicals)

2013-2013

. Responsible for motivation, consulting, and skills development.

. Manage the sales administration and customer service team, operational

performance reporting, incentive plan, streamlining processes and

systems wherever possible including Sage integration for downstream

manufacturing and distribution and advising senior management on

maximizing business transparencies and creating an environment where

customer service can flourish.

. Developed the annual marketing plan, specifically on: realistic

forecasts for each product and territory (based on historical data,

market trends, competitive activity, promotional strategy and sales

effort), realistic costs of operating the sales force; and sales

marketing promotion program plans, projection, budget and P&L

management.

. Responsible for monitoring the performance of the sales team by

establishing a system of reports, dashboards and communications

involving analytics, sales reports, cyclical sales meetings, and all

marketing initiatives within Northern California.

. Conceptualize and execute marketing initiative.

CRM Manager (Lead Generation Consultant project-based engagement)

2011-2012

ARM, Inc., San Jose CA (Technology-IP: semiconductor and software

design)

. Configured marketing CRM system and implemented global best practices

processes.

. Strategist and advisor between BU (business units) and IT.

. Developed lead scoring to identify and prioritize sales leads.

. Recommended and implemented innovative ways to utilize the CRM system

(segmentation) to improve sales (demand generation) and marketing

(lead generation) processes within and across departments (webinars,

social, newsletter, partner's ecosystem, whitepaper and university

outreach).

. Collaborated with global Marcom/Sales team members; set-up, design,

managed and executed CRM initiatives and operations (segmentation

included).

. Implemented behavioral analytics including A/B testing.

. Developed a list of key taxonomies per segment, and incorporated (SEM)

within email campaigns.

. Set-up and designed lead-generation programs, customer research and

interactive (blogs, twitter, webinars, Google Plus, Sino Weibo,

YouTube). Configured and developed email campaigns using marketing

automation (Marketo-website monitoring in conjunction with Google) and

CRM tools; setup and executed strategic and tactical tasks associated

with customized landing pages, lead nurturing, e-mail campaigns and

lead scoring rules. Created a marketing dashboard of key performance

indicators that automatically updates to reflect current marketing

activity.

. Active participate for Connected Community Partnership Program.

. Built internal training material and trained global stakeholders.

. Managed database of over 100k contacts globally.

. Reported, tracked and monitored via SharePoint.

. Reduced OCC (outside contractor cost) by $120K.

. Participated in global tradeshows.

. Analyzed and managed vendor efficiency.

Participated in virtual and on-site tradeshows:

ARM TechCon - annual event to showcase ARM's Connected Community

ARM-Taiwan Semiconductor Manufacturing Company (TSMC)-Technology Symposium

. Interfaced with senior executives and worldwide internal and external

teams in the strategy, development, marketing, partner

sponsorships/exhibits, and execution of the event

. Primary contact for virtual event platform provider for all

activities, providing the day-to-day interface between internal and

external teams

. Researched and evaluated virtual event platform providers, responsible

for review and negotiation of contract details with supplier as well

as approval from legal department

. Engaged pertinent individuals/teams to ensure execution of all

activities for worldwide trade shows

. Key player in establishing an executive Events Task Force to

facilitate a coordinated, global approach to the company's trade shows

. Participated in creating a Trade Show Specification outlining

processes, procedures, and best practices for trade show evaluation,

planning, monitoring, and tracking

. Assisted in creating a Trade Show Metrics report for tracking goals

and results for each trade show

. Established/managed exhibit and sponsorship program, resulting in

annual revenue to decrease overall costs.

. Collaborated with IT department and vendors to create event-specific

website to promote event, communicate event information, and process

registrations and confirmations.

. Developed internal website to communicate event details and provide

instructions/information to employees.

. Interfaced with regional Account Management Directors in organizing

invitation-only event for executives.

. Collaborated with Brand Management team to secure support/alignment

with executives and coordination of project execution for the global

Symposium series.

Director of Business Development (Consultant project-based engagement)

2010-2011

Reviv Med Spa, Inc. Millbrae, CA (Medical Spa)

. Conceptualized, implemented and partnered with major corporate

accounts doubling revenue.

. Referral program and co-marketing promotional events and strategies

(Sony and Oracle).

. Negotiated advertisement pricing (print, radio and TV).

. Conceptualize and execute marketing initiative.

. Implemented benchmark analytics to track, monitor, and evaluate

analytics for specific marketing programs and campaigns, to determine

ROI and support the development and refinement of future marketing

plans to strengthen the Reviv Med Spa brand identity, awareness and

consistency across all communication. Also, conceptualize the creation

of online presents.

. Schedule and hire to serve the needs of the business.

. Train and develop team members to maximize potential and performance

of revenue.

Account Executive (Consultant after 2009)

2009-2010

Extron Logistics, Inc., Fremont, CA (Technology-Supply Chain, Analysis

and Design Services)

. Conducted marketing research and business evaluation.

. Core team member for strategic analysis and execution of global VAP

partnerships.

. Implemented and managed tradeshow events for lead generation.

. Built account base via cold calling, data mining, marketing and

networking.

. Contract signed with PG&E within five months (capturing new business

segment; less than 1% outsourced) increasing revenue stream 300%.

. Contract signed with Wal-Mart implementing new business model.

. Implemented team deployment strategies to improve customer service.

. Reported, tracked and monitored sales activities via SalesForce.

Marketing Manager

2002-2009

American Metal and Iron, Inc., San Jose, CA (Environmental-Recycling

Company)

. Managed program activities: goals and objectives, planning,

schedules/deadlines, implemented campaigns increasing company

branding, vendor management and research, implemented CRM system, data

matrices, blogs, online community, webinars, website, negotiated multi-

vendor contracts for cost reduction.

. Drove demand generation programs from conception through completion

which included; developing strategies and tactics for branding,

messaging and external/ internal communications.

. Increasing revenue stream 100% through innovated marketing tactics.

. Built and implemented educational outreach (i.e. whitepapers,

brochures, data-sheets), tradeshow calendar, collateral, social media

and radio ads.

. Implemented and streamlined SEM utilizing competitors' taxonomies to

drive traffic.

. Accountability for projections, budget and P&L management.

Program Manager

1998-2002

Palm Inc., Santa Clara, CA (Technology-webOS software development/ webOS

based hardware)

. Managed the project life cycle from opportunity development to project

closure. Managed large OEM scale programs across partners, customers

and internal Palm business functions and organizations.

Responsibilities included; operational management and execution of the

demand flow management.

. Optimized supply chain services in order to minimize cost and support

value driven supply system lead time to market, also approved all

returns via contractual agreement.

. Completed multiple, simultaneous programs and projects on schedule and

within budget.

. Managed and tracked customer/internal/external expectations and

information flow by serving as program champion and "go to"

information source.

.

TECHNICAL SKILLS and CERTIFICATION

Programs: MS Office, Access, Agile, SAP, Business Objects,

Publisher, Works, Photoshop, Dreamweaver

CRM: SAP, SalesForce, Zoho, Siebel/Oracle, Vertical Response, Constant

Contact

Marketing Automation: Marketo, Eloqua

Social Media: Twitter, Facebook, MySpace, LinkedIn, YouTube, Google Plus,

Instagram, Sina Weibo

Opensource: Google Analytics, Wordpress, Blogger, Google Trend, HootSuite

ERP Systems: NetSuite, Sage

Interface: WebEx, Skype, GoToMeetings

Programming: XHTML/HTML

Certificate program: E-Commerce Management with marketing emphasis

Volunteer Work

Los Altos Community Foundation: WomenSV (domestic violent advocates)

. Board member

. Marketing Manager

San Jose City College

. Raised funds for international study program

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