Experienced Client Success & Operations
Resume:
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
***********@*****.***
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