Support Professional Account Manager

469-***-**** ***********@*****.*** • www.linkedin.com/in/desiree-sullivan-14842a74

E. DESIREE SULLIVAN

Profile

Top-Flight Sales and Business Support Professional with over 11 successful years of combined experience in IT Sales, Client Services,

Solution Sales, Strategic Business Development

Initiatives, Engaging Presentations, Incident

Resolution, Follow-up and Client

Relations. Consistently produce growth year-over-year with proven success in expanding opportunities

through developing

comprehensive knowledge of sales plans, services,

customer pain points, competitors and markets while guiding strategy,

optimizing revenue and over-exceeding goals.

Combine lead-by-example management with intuitive

sales strategies that maximize

efforts and boost profits. Consistently stay ahead of the competition by keeping abreast on industry

standards and market factors that

successfully translate company value to clients.

Work experience

Account Manager 2019 – 2020

Angel Oak Mortgage, Irving, United States

•Communicate with brokers, correspondents and

internal customers on loans from registration through funding.

•Work as the liaison between the customer and our

internal departments to ensure the customer has an exemplary experience while ensuring compliance,

quality and efficiency as the loan moves through the process.

•Act as the loan process and system expert helping the customer get the loan from registration to funding while meeting the expected closing date. •Perform all duties in accordance with Angel Oak policies,

procedures, guidelines and applicable state and federal regulations

INSIDE SALES MANGER 2018 – 2019

CSC ServiceWorks, Irving, United States

Drives transactions with support from inside sales and operations teams by collaborating with internal

groups to ensure sustained

growth and account management

• Monitor and analyze industry trends to market to competitive landscape and communicate information

to group leadership to assist

in the evaluation of sales strategy and long-term

planning

• Structure and negotiate lease and finance programs by communicating pricing and service strategies

• Manage prospects and build customer relationships through maintenance of key account information

Match services with customer

needs by demonstrating knowledge of customer,

industry, trends

Work experience

INCIDENT

MANAGER,PREMIER

SERVICE CENTER

2016 – 2018

Microsoft, Inc., Irving, United States

Partnered with Technical Account Managers (TAMs)

for premier reactive space incident handling while delivering a positive

customer/partner experience and managing risk

mitigation

• Oversaw contract administrative reporting, which effectively pinpointed trends and pain points allowing for efficient hour

consumption and proactive assessment of client

environments

• Regularly interacted with customers and engineers to ensure healthy and fluid case progression while encouraging growth for

stronger relationships and rapport with the client as well as the engineering team

• Managed reactive space transitional periods upon contract renewal, ensuring expectations were

communicated effectively to both

the client and engineers affected

• Helped manage contract client access and tracked forecasted hour consumption while making alterations as needed to ensure that

client’s reactive space remained in a healthy state and built confidence in Microsoft resources

• Cultivated relationships with internal/external

stakeholders as well as initiated escalation handling

• Managed reactive/break-fix case progression;

proactively sought out areas of opportunity for

improvement and/or cost reduction

• Gathered requirements and built customized

reporting via Excel and Power BI; located and engaged appropriate SME for

customers’ needs; ITIL-based trending and service

insights

PHONE DEVELOPER

SUPPORT ENGINEER TIER

3, WINDOWS STORE

2013 – 2016

Microsoft, Inc., Irving, United States

Assisted customers via phone, correspondence,

email/text, forums and social media in resolving issues utilizing Microsoft products

and technologies, including Office 365, Office 2013, OneDrive and Pub Center

• Effectively fostered positive customer relationships and built loyalty while effectively managing

challenging situations

• Acted as support for Windows 8/8.1 app developers while creating, uploading and certifying apps for the Windows, Windows

Phone, Office and SharePoint stores

Skills

Languages

English

Cognitive traits

Emotional traits

Social traits

Fairness Risk Preference

for High Risks

Risk Learning

from High Risks

70 % 66 % 56 %

Strengths

Forward-thinking Leadership

Risk-taking Creative

Building relationships Initiative

Customer Focus Attention to Detail

Contact this candidate