SUMMARY OF QUALIFICATIONS

** *****’ professional experience in account management, sales, customer relationship management, solutions, and project management.

Supported annual recurring revenue of $7M+ in maintenance and $1M in and on sales revenue.

Strong business insight in balancing customer and business requirements.

Excellent verbal communication, written communication, and presentation skills.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Microsoft Project).

8+ years’ experience in civil service and constituent advocacy.

Experience with multiple concurrent projects and ability to quickly move between multiple priorities to problem solve and drive customer satisfaction.

PROFESSIONAL EXPERIENCE

Senior Client Account Manager 07/2011 – 01/2017

Interactive Intelligence

Collaborated with Interactive support teams to quarterback critical escalation resolution to ensure the customer project and implementation deliverables are met to the customer’s satisfaction.

Served as Lead Presenter and effective communicator to C- level audiences both in-person and virtually.

Managed add on sales revenue of $1M+ per year.

Reviewed all major project deliverables such as strategic briefs, functional specifications, and technical specifications to ensure quality standards and customer expectations are met.

Understood the customer roadmap and helps them to realize the value of the Interactive solution.

Worked closely with CaaS Cloud Operations, Professional Services, Support and Education to insure the success of Interactive Intelligence products in the customer's environment.

Coordinated with the appropriate team for projects, sales, administrative needs, and critical support escalations.

Conducted regular strategy sessions with the customer.

Shared new training opportunities and upcoming events.

Provided executive reports on the status of accounts.

Premier Customer Relationship Manager 11/1997 – 07/2011

Aspect Software

Responsible for working with Aspect’s designated Premier accounts to serve as a primary point of contact in the project and post sales environment.

Provided post-sales account leadership and advisement.

Acted as the customer’s advocate internal to Aspect Software.

Assumed proactive planning targeted at issue prevention & management.

Ensured that complete maintenance and contractual entitlements are maintained and maximized.

Responsible for developing and promoting a collaborative vendor-customer relationship.

Worked with GCS, professional services and other internal Aspect departments ensuring the appropriate level of resource, accountability and communication is maintained to facilitate prompt resolution while maintaining a mature balance between company and customer interests.

Utilized support data to encourage customer self-sufficiency, advanced training, best practices and professional services engagements.

Continued on next page.

PROFESSIONAL EXPERIENCE (continued)

Premier Customer Relationship Manager (continued) 11/1997 – 07/2011

Aspect Software

Communicated with internal and external stakeholders regarding points of improvement and acts as the facilitator for improvement implementation.

Maintained constant knowledge of customers’ strategic business objectives, operational metrics, baseline performance indices, and improvement goals.

Generated and maintained account cohesiveness.

Acted as a single point of communication for tactical issue planning and for escalation/resolution.

Maintained oversight on all ongoing implementations, report status and issue resolution planning.

Developed and presented quarterly and semi-annual assessments

Ensured that complete maintenance and contractual entitlements are maintained and maximized.

Ensured interdepartmental accountability and resolution for issues impacting direct customer/partner business objectives and/or their sustained satisfaction while maintaining a mature balance between company and direct customer/partner interests.

Supported the day-to-day direct customer/partner requirements.

Presented best practices and advises partner/customer business objectives require

Maintained a consistent and intimate knowledge of direct customer/partners business objectives and operational practices.

Partnered closely with Sales to ensure that the entire strategic team is fully aware of all account activity and direct customer/partner impacting events.

Maintained close, continuous and proactive contact with their direct customers/partners to ensure the highest levels of direct partner/customer satisfaction.

RELATED EXPERIENCE

Councilperson-at-Large 01/2015 – Present

City of Lyndhurst, Ohio

Councilperson 01/2006 – 12/2012

Village of Lexington

EDUCATION

Master Certificate, Project Management 1996

The George Washington University

Master of Public Administration 1992

Nova Southeastern University

Bachelor of Science, Hospitality Management 1982

Florida International University

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