**/**** - **/****

Accomplished customer experience specialist with over 10 years

background in fast paced tech start up/SaaS settings. Several years working within SalesForce/CPQ supporting Account Management teams and providing operational excellence. I am a proactive individual and strong team player with award winning communication strategies throughout diverse, complex situations.

Sales Operations Analyst

RACHEL Relias Learning Raleigh, NC ”

LOVELACE

CONTACT

adro1l@r.postjobfree.com

919-***-****

Raleigh, NC 27615

SKILLS

Exceptional communication

skills.

•

Salesforce/CPQ experienced

admin.

•

Widely diverse Deal Desk

background.

•

• Conflict resolution.

• Workflow efficiency.

• Strong team player.

SaaS/Account Management

support.

•

Tech start up and

telecommunication expertise.

•

• Detailed risk Management.

• De-escalation specialist.

Front and back of house

operational experience.

•

• Microsoft sophisticated.

Comprehensive

reporting/documentation.

•

SUMMARY

EXPERIENCE

Proactive workflow improvement with detailed sales support for continued productivity.

•

Develop department policies and procedures to

ensure smooth operations.

•

Salesforce admin of permissions and rule

exceptions.

•

Continuous monitor of ISR queue for projects and

special requests.

•

Cross functional team work with excellent

communication throughout all departments for

optimal efficiency (legal, finance, C-level

executives, etc).

•

Deal Desk admin reporting detailed analysis of

revenue, renewal opportunities and feedback.

•

Update and troubleshoot CPQ for complex pricing

and packaging quotes.

•

• Evaluate and improve data integrity and security.

• Lead CEO (Customer Excellence Office) initiatives 07/2019 - 05/2021

04/2012 - 10/2018

2019

Bachelors - Psychology

North Carolina State University

Raleigh, NC

Client Escalations Specialist

Relias Learning, LLC Morrisville, NC

Mobile Expert

T-Mobile, Inc Raleigh, NC

EDUCATION AND

TRAINING

to address pain points & provide efficient solutions for fast-growing clientele.

First line of defense for all escalated cases on

SMB/MM Account Management team.

•

Individual role with fluent collaboration between all departments to resolve and placate escalated

cases.

•

Present and report directly to VP and Deal Desk

executives to update and develop processes for all at-risk accounts.

•

Quickly uncover creative/ad-hoc solutions for

demanding business objectives.

•

Analyze, revise and communicate complex

contracts and subscription agreements.

•

Facilitate and oversee Salesforce/CPQ changes and

exceptions.

•

Provide training and policy procedure updates to all departments on high level approved solutions.

•

Manage, research, document and update highly

detailed records.

•

Rapid reach out to de-escalate and provide efficient solutions with continual communication.

•

• Team lead of sales and mobile technology services. Front line customer advocate and experience

coordinator.

•

• Samsung selected advocate & certified trainer.

Provided issue resolution & technical support for

multiple software systems.

•

Managed demonstrative workshops for improved

client usage and product expertise.

•

Maintained partnerships in B2B & B2C clientele

through Salesforce.

•

Completed Career Development Program initiatives

to advance my knowledge and team build across

multiple platforms.

•

Worked with NC State University to start

international mobile service project for students

from abroad.

•

Contact this candidate