Sales Customer Service

Mahala Baskett

*** ******* **., *** *********, CA 94131 - 415-***-**** -

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

Profile

. Hands-on, high energy, sales professional with consistent track record of

exceptional performance in competitive environments.

. Proficient at developing high performance inside sales teams that produce

consistent multimillion-dollar, above-quota results in lead generation

and direct sales activities.

. Innovative team player with excellent research & analysis, process

improvement, marketing, cost control, and customer service skills.

. Strong individual contributor track record (100% - 197% of quota);

proficient at high volume cold calling, negotiating and closing at the

executive level.

Professional Experience

CARTVERTISING www.cartvertising.com

4/2011 - Present

Cartvertising is a division of Register Tapes Unlimited. It is a marketing

company that provides Targeted, Repetitive, High Exposure advertising using

Shopping Cart Advertising. Established in 1989, it is the largest US in-

store advertising company representing local grocery chains.

Account Development Manager

4/2011 - Present

. Executed high volume cold calling, lead generation, and telephone

presentations of in-store marketing programs to SMB business owners and

marketing executives

. Achieved Top Rep Performance Status generating $642K for 2012

outperforming 35 Account Managers in the Western Region, and 62 reps

throughout the country, and 721K 2013

. Trained, coached and mentored new hires and established reps experiencing

slumps in performance

. Wrote and implemented methodology and processes for Customer

Renewal/Retention Program

. Achieved highest renewal percentage - 43% - in Western Region

TELEBUSINESS CONSULTING www.telebusinessconsulting.com

9/2008 - 3/2011

A strategic and tactical inside sales, sales development, and account

development consulting practice. Clients are in start-up and maturing mode,

and include a voice-to-text company integrated with a popular CRM, a

company who makes Siebel simpler, a company who optimizes contact center

technology, a company who provides industrial wireless solutions, a company

marketing advertising, etc.

Principal Consultant

9/2008 - 3/2011

. Needs Analyses

. Recommendations

. Project Execution

VOICEOBJECTS www voiceobjects.com

2/2007 - 4/2008

VoiceObjects, now Voxeo, developed the first call center technology to

enable sophisticated deployments of over-the-phone self-service

applications which are much easier to maintain and less expensive to

deploy.

Director Worldwide Account

Development 12/2007 -4/2008

. Determined and implemented go-to-market strategies for EMEA, including

processes and procedures to track and measure success

. Rolled out successful test marketing programs - achieved 3.3% email

marketing response rate in Scandinavia

. Recruited, negotiated, hired and trained EMEA Account Development Manager

Senior Manager Account Development Americas 2/2007 - 12/2007

. Collaborated with SVP Marketing - determined messaging for USA launch

. Implemented scripts, processes and action plans

. Built $18M pipeline in 9 months - promoted to Director with Worldwide

responsibility

. Rewarded with additional staff after 7 months - recruited, hired and

trained Manager for the northeast

. Achieved 110%+ against MBOs

GENESYS LABS www.genesyslab.com

10/2002 - 2/2007

Genesys is the world's leading provider of customer service and contact

center software and services -with a 100% focus on customer experience and

a mission to save the world from bad customer service.

Sales Development Manager 10/2003

- 2/2007

. Managed a team of 7 Sales Development Reps

. Built and maintained library of job aids, scripts and training -

determined Sales Approach per campaign

. Managed a mid-market and ASEAN territory, developing opportunities.

Consistently 125%+ performer

. Provided research utilizing market intelligence to determine target

accounts for each vertical

. Prepared commission reports for team - consistently achieved 110%+

overall team achievement

. Facilitated and supervised list loads and ensured consistent usage of

Salesforce.com

. Created hard data dashboards and increased Field Sales Pipeline by at

least $4M per quarter

. Led special projects - definitional client for Salesforce.com/Genesys

integration, implemented WebChat,

. Managed Channel organization's mid-market, increasing Sales by 28%.

Sales Development Supervisor/Financial Services Sales Development Rep

10/2002 - 10/2003

. Managed a team of 3 Sales Development Reps -

Recruit/Interview/Hire/Coach/Motivate/Train/Scripted and maintained

library of job aids and training materials - determined Sales Approach

per campaign

. Managed a territory developing business for the Financial Services,

Insurance and Health Care vertical.

. Achieved 100% - 125% of quota objectives quarter over quarter since Q1

2003

. Managed databases for team and created spreadsheets and performance

tracking methods

. Increased Field Sales Pipeline by 20% quarter over quarter

SMARTFORCE (Previously CBT Systems - Now SkillSoft) 1996

- 2001

Skillsoft is a pioneer in the field of learning with a long history of

innovation. Skillsoft provides cloud-based learning solutions for customers

worldwide, who range from global enterprises, government and education

customers to mid-sized and small businesses.

Inside Sales Manager

1998 - 2001

. Managed team of 10 - 13 inside sales reps in direct sales and lead

generation for the Western region. Team met and exceeded individual

monthly sales quotas of $30K - $40K plus $500K pipeline in qualified

leads.

. Developed top inside sales reps nationwide and generated a 30% sales

increase.

. Developed telephone and online Webex presentations and demos, closed

deals using IMPAX solution selling model. Inside sales team maximum deal

size allowed was raised from $50K to $250K.

. Worked with IT and Marketing to devise strategy, collateral, and

messaging for fax and email solicitations used to market Executive

Briefings. Achieved attendance of 500+ and generated a $5M sales

pipeline.

Senior Inside Sales Representative 1997 - 1998

. Executed cold calling, lead generation, and telephone selling of computer

based training (CBT) to Fortune 1000 IT departments and closed sales with

executive level decision makers (VP/Director of IT).

. Made 50-70 cold calls per day; closed largest inside sales deal company-

wide ($148,000).

. Maintained consistent ranking in top 4 representatives company-wide; met

and exceeded all quotas: 147% first year ($360K quota), 173% second year

($480K quota).

. Managed migration to a new database system and led executive briefings

. Trained on time management, cold calling, and business case development

Inside Sales

Representative 1996 - 1997

. Performed cold calling, lead generation, and telephone selling of e-

learning products to mid-tier companies and IT professionals (analysts,

system administrators, MIS managers, VPs of Technology, etc.).

. Closed transactions up to $53,000; exceeded $360K quota by 38%.

THE DUBLIN

GROUP

1991 - 1996

A provider of Human Performance Solutions including change management,

communications and learning.

Business Opportunity

Analyst 1994 - 1996

. Devised targeting, key messages, and researched company structure,

decision makers, previous employers/backgrounds of key players, etc., for

an integrated marketing campaign for a complex, high-end intangible (an

integrated performance system) for Fortune 500 and top 100 Bay Area

companies.

. Managed database development, direct mail, telemarketing, trade shows,

and marketing communications.

. Cold called SVP and EVP of HR, MIS, Customer Service, Strategic Planning,

etc. Researched requirements and probed for proposed corporate change or

business process reengineering efforts.

. Generated $8M lead pipeline resulting in $1.2M sales 1994 and $1.4M sales

1995.

. Served as a member of in-house Business Process Reengineering team.

Telemarketing Manager

1991 - 1994

. Developed, implemented, and managed campaigns selling business-to-

business training for managers.

. Managed, trained, and motivated a staff of 1 - 3 inside sales

representatives; created contact database, scripts, sales approach, and

processes.

. Exceeded personal and team quotas; personally generated $750K in product

sales in year one and $850K in year two.

Education and Professional Development

University of Arkansas, Fayetteville, Arkansas

Bachelor of Arts in English - Honor Roll, Dean's List

John F. Kennedy University, Orinda, California

Coursework toward a Masters degree in Organizational Leadership

Certified IMPAX Sales Trainer

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