Customer Service Sales

Joshua Holden, MBA

*** **** **, ************, ** 08844 • 518-***-**** • ************@*****.***

Joshua Holden, MBA

SUMMARY

A proven leader in Program Design and Management, Data Analytics & Reporting,

P rocess Improvement, Project Management, Six Sigma Application, Market Intelligence,

Sales Operations & Customer Support, and Consulting

• • •

Leadership & Competitive Sales Operations

E mployee Growth I ntelligence

• Excel

• •

Pricing Strategy & Performance

• Mini tab

V ision Metrics &

•

Dashboards Visio

• Program

• •

M anagement Staff Training Salesforce.com

• • •

Project Customer Power Point

M anagement M anagement

• •

Strategic Planning Six Sigma Trained

KEY ACCOMPLISHMENTS

• Increased Analytical and Reporting capabilities by 100% within Pricing Operations, across Global

Products Lines and Business Units

• Lead Initiatives to Standardize Reporting Tools, Exception Policies, and Procedures, resulting in a

100% Increase in Sales and Product Process Reporting and a 50% Decrease in the Exception

Process Requirement Time

• Increased Per Deal Margin/Revenue, overall, through Integrating Value-Added Strategic Modeling

and Advanced Statistical Analysis with Deal Proposal Strategies

• Developed a Practical Market Based Strategic Pricing Framework and Tool Set,

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Joshua Holden, MBA

Designed/Implemented the Pricing Program Creation Requirement Process, Lead

Sales/Product/Marketing Team Readiness Training Sessions - across Product Lines, Regions,

and Business Units, resulting in a 50% Productivity Improvement in Program Development and

an Increase in Deal Proposal Effectiveness

PROFESIONAL EXPERIENCE

ACI Worldwide 2013- 2014

Global Solution Pricing Analyst

Designed, Implemented, and Managed Pricing Program Development, Data Analytics & Reporting

Systems, and Strategic Decision Making Processes across Global Product Lines and Regions.

• Recommended Key Insights and Improvements to Senior & Executive Management, across

Product Lines and Regions, through Designing, Implementing, and Analyzing Performance

Dashboard Analytics & Reporting – Increasing Analytical and Reporting capabilities by 100%

• Integrated Pricing, Segmentation, and Statistical Methodology into Frameworks/Tools –

Improving Program Effectiveness, Enhancing Penetration Strategies, and Managing Financial

Requirements

• Increased Win/Loss Reporting 100%, by Leading Postmortem Reviews for Strategic Deals,

among Cross-Functional teams

• Created Cross-Functional Channels of Communication through Executive Summary Reviews

with Senior & Executive Management

Online Resources Corporation 2011 - 2013

Business Pricing Analyst

Managed Pricing Development & Deal Exception Process, and Improved Marketing Operations

Infrastructure.

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Joshua Holden, MBA

• Standardized and Improved Marketing Operations through Pricing Program Management,

including List Price Setting and Maintenance, Process Analysis, Improvement, Control, and

Strategic Program Implementation

• Improved Data Analytical Methods through Designing and Managing Trend, Forecasting, and

Financial Analysis for Sales, Product, Marketing, and Finance teams

• Developed Value-Added pricing Strategies/Solutions by Conducting Market/ Competitive Analysis

and Creating a Market Intelligence Repository by product line

• Discovered Lost Revenue Opportunities by an average of $1,000 per month by Analyzing and

Improving Product and Accounts Receivable model for the Bill Presentment product line

• Improved Project Management Operations through Analyzing and Designing a Balanced Score

Card Measurement System for Team Member Development

Wells Fargo 2009 - 2011

Implementation Associate Analyst, Consumer Banking Associate

Analyzed Customer Service Operations and Implemented Improvement Methods and Reporting system

across Department Teams.

• Improved Implementation Methods through Process Analysis, Improvement Design, and

Process Management Modeling for Customer Service Management teams

• Designed Process Analysis Methods for Customer Service Operations, including Root Cause

Analysis, Cause and Effect Analysis, Process Flow Diagramming, Stakeholder Analysis, and

Statistical Performance Reporting – Increasing Reporting and Implementation Reporting

• Enhanced Organizational Collaboration through Integrating Kaizen Events, Cause and Effect

Models, and SOAR Analysis into Developmental and Training procedures

• Improved Process Efficiency and Created Policies/Procedures through Implementing LEAN

Process Methodologies across Business Units

• Inspired organization change by Creating the Direct Business Unit's Vision and Mission

statements and Developed Promotional Material for internal use

Cornell Lab of Ornithology, Cornell University 2009

Marketing Campaign Analyst

Lead Market Analysis and Recommended Marketing Plan for Citizen Science Project

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Joshua Holden, MBA

• Modeled a strategic marketing process for the Birdsleuth project at the Cornell Lab of

Ornithology

• Researched opportunities for Social Networking Marketing

• Developed a Social Media Marketing Campaign for the Non-Profit Citizen Science Project.

Ithaca College 2009

Operational ROI Consultant

Developed ROI Analysis & Recommendation for the President’s Climate Commitment committee

• Developed a Cost Benefit and ROI Analysis for Green Power Purchasing decisions

• Recommended Operational Change Initiatives and Developed a Payback Analysis for the

Committee Members

Marketing Consultant

Developed Market Research Proposal and Report for the Division of Professional and Graduate Studies

• Analyzed the Viability for a Proposed Non-Profit Leadership Certificate program at Ithaca

College

• Conducted Preliminary and Secondary Research as a member of the Market Research Team

• Performed Qualitative and Quantitative Market Analysis regarding the Non-Profit Industry

• Developed a Market Research Proposal and a Report of the Research Results

Merrill Lynch 2007

Financial Adviser Intern

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Joshua Holden, MBA

Analyzed Customer Profitability Data and Created Target Customer Database

• Analyzed Mutual Fund history and Increased client reporting capabilities

• Enhanced penetration abilities through Development of client and corporate research packets

• Increased efficiency by creating Client Contact and Client Lead Database administration

The Old Chatham Tennis Club 2001 - 2004

Office Manager

Managed Facility Operations, Member Accounts Profiles, and Accounts Receivable Database.

• Sold Memberships and Promotions to Potential Clients

• On-Boarded New Members and Managed Daily Operations of Facility

EDUCATION

MBA, Sustainable Enterprise Management Ithaca College

Focus: Organizational Leadership & Development and Strategic Analysis

BA Business Administration, Management Ithaca College

Focus: Strategic Management

ORGANIZATIONS

Professional Pricing Society, April 2013 to Present

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