Phoenix Carlton

Sr. Product Operations Manager / Sales Representative

San Diego, CA 92109

805-***-****

ad01jb@r.postjobfree.com

RELATIVE WORK EXPERIENCE

Foresight Sports, San Diego, CA - Sales Rep and Support Specialist March 2022 - PRESENT

● Developed and maintained strong relationships with key golf companies and target accounts, resulting in an increase in customer retention and repeat business

● Utilization Salesforce and NetSuite to track and manage customer interactions, pipeline activities, and quote creation to efficiently report and streamline company sales

● Mentored and trained junior sales reps/support specialists on best practices, product knowledge, and sales techniques

● Demonstrated exceptional communication and presentation skills, delivering engaging and persuasive pitches to executive-level clients in person and virtually

● Developed and maintained a deep understanding of product offerings, troubleshooting procedures, and customer needs, ensuring accurate and efficient problem resolution

● Managed all custom installations for off-site locations of our product, planning logistics and shipping costs, and working with various departments to coordinate all projects effectively

Foresight Sports, San Diego, CA - Sr. Product Operations Manager Jan. 2021 - March 2022

● Responsible for training and continued development of Distributor Support, Enterprise Support, and Resellers Support

● Organizing and presenting data and reports to engineers, logistics, and upper management

● Manage enterprise level support interactions and processes to optimize efficiency and productivity

● Utilizing systems and platforms such as Zendesk, Salesforce, NetSuite, GSuite, and O365

● Manage off-site service requests, logistic planning and pricing, and escalated troubleshooting for various enterprise accounts

● Leading all interviews, onboarding, and training for every Technical Support Agent that joined our department

● Contributed to the development of technical documentation, including user manuals and knowledge base articles, ensuring accurate and comprehensive information for customers and internal departments Foresight Sports, San Diego, CA - Tier 1 Technical Support Agent Jan. 2020 - Jan. 2021

● Support all customers and identify all hardware trends for reports and upward escalation

● Conduct daily meetings with customer support agents - develop related reports for team supervisor

● Effective communication using Zendesk, 0365, and Go2Assist to resolve customer inquiries and employ proprietary troubleshooting methods

● Utilize various platforms to create new helpdesk articles, support guides, and help direct customers to resolution on our support web pages

● Introduction in Engineering escalation reports through trend analysis, team meetings, and hands-on client interactions

West Coast Network Solutions, San Diego, CA - Support Analyst Jan. 2018 - Dec. 2019

● Administered Active Directory, Exchange, and Group Policy to reflect changes to employee status, company policy, and workflow as decided by management

● Served as on-site technician to various companies, some consisting of 25+ users

● Worked as a helpdesk agent and tracked ticket resolution

● Responsible for moving clients off on-premises services to cloud architectures such as Office365 & GSuite

● Organized and standardize procedures for new requests on a personalized per client basis

● Review quarterly goals, sales objectives, and create boilerplate project offerings

EDUCATION

Arizona State University, Tempe, AZ - Bachelor in Journalism, Minor in Computer Science - May 2011 - Dec 2015

QUALIFICATIONS

● Familiar with 2FA/MFA management including Authy, Authenticator, & Azure MFA

● Competent in all Microsoft Operating Systems

● Experienced with cloud-based computing solutions, Office 365, Google Cloud, & Microsoft Azure

● Knowledgeable in all areas of Microsoft Office 2010, & 2013, 2016 including Office365

● Well Versed with Active Directory, Group Policy, and various other server roles and features

● Experience with multiple remote support applications such as RDP, Go2Assist, Bomgar, and Atera

● Experience with multiple MSP monitoring and ticket tracking platforms such as Keystone & ConnectWise