Quality Assurance Customer Account

MONICA KORBER

************@*****.*** 303-***-**** Denver, CO

OPERATIONS and MANAGEMENT PROFESSIONAL

Dynamic Leader Results-Oriented Skilled Problem Solver Experienced operations and pricing professional with a proven ability to manage customer account data, execute pricing strategies, and support pre- and post-sale workflows in fast-paced environments. Skilled in Salesforce, Excel, contract lifecycle management, and audit documentation across enterprise service organizations. Adept at managing CRM records, resolving pricing inquiries, and coordinating internal approvals with precision and accountability. Strong communicator with a background in proposal management, account setup, and data quality assurance. CORE COMPETENCIES

• Bid and Proposal Management (Commercial Sector)

• Customer Master Setup and CRM Data Accuracy

• Contract Review, Entry and Pricing Compliance

• Microsoft Excel, Salesforce, and Pricing Templates

• Audit Package Compilation and Documentation Control

• Cross-Functional Communication (Sales, Legal, Finance)

• Quote Coordination and Account Updates

• SOP Adherence and Quality Assurance

• Deadline Management and Internal Service Tracking PROFESSIONAL EXPERIENCE

Conduent (Previously Xerox), Denver, Colorado

Bid Capture Manager

2024 – Present

• Spearhead multi-million-dollar capture efforts, overseeing financial and business reviews for deals ranging from $5M to over $90M in total contract value.

• Develop and implement strategic plans to secure new business opportunities, meticulously tracking capture efforts to evaluate success rates.

• Conduct in-depth competitive analyses to identify key success themes, crafting strategies that uniquely position offerings in the marketplace.

• Cultivate strong relationships with sales partners and internal teams, enhancing market positioning and driving growth initiatives.

• Coordinate cross-functional teams, ensuring timely and effective capture activities with sustained engagement throughout the process.

• Collaborate with proposal managers and SMEs to produce compelling, compliant proposals that resonate with client needs.

• Report on capture efforts, extracting lessons learned to refine future processes and increase win rates. Sales Analytics Consultant

2022 – 2023

• Led a pivotal project refining the Salesforce sales process, achieving a remarkable 96% reduction in system overhead.

• Partnered with cross-functional stakeholders to gather business requirements, incorporating Voice of the Customer feedback into technical specifications that improved data quality and user experience.

• Collaborated with key stakeholders to identify business needs, developing technical specifications that enhanced data quality and user experience.

• Transformed raw data into actionable insights, analyzing processes and data flows to identify improvement opportunities.

• Designed and implemented Salesforce Analytics solutions, leveraging tools like Einstein Analytics to create intuitive dashboards and reports.

• Integrated diverse data sources, working alongside data engineers to ensure data security and compliance with best practices.

• Provided training and support to end-users on Salesforce Analytics features, troubleshooting analytics issues efficiently.

• Optimized system performance, monitoring and refining queries while staying abreast of the latest Salesforce trends and features.

Director of Client Solutions

2019 – 2021

• Oversaw solutions and sales cycle processes, leading initiatives that enhanced client satisfaction and drove revenue growth.

• Assessed client needs to develop and execute comprehensive, client-focused solutions tailored to unique challenges.

• Guided teams in completing deal checklists and approval requirements, ensuring efficiency and compliance. Vice President of Operations

2014 – 2018

• Managed contact center operations, including quality assurance, training, HR, and technology departments.

• Maximized growth and profitability, overseeing all operational functions and implementing strategies that improved performance.

• Led organizational initiatives, fostering a culture of excellence and continuous improvement. Solutions Architect

2005 – 2013

• Directed the implementation of client solutions, ensuring timely delivery within budget constraints.

• Collaborated with senior management, aligning technological solutions with overarching business objectives.

• Innovated processes and methodologies, enhancing efficiency and client satisfaction. Customer Care Manager

2003 – 2004

• Managed daily call center operations, maintaining high levels of customer satisfaction and operational efficiency.

• Established performance metrics, creating and tracking guidance to meet and exceed delivery goals.

• Streamlined operational duties, improving overall team productivity. Strategic Business Unit Manager

2001 – 2002

• Led teams to ensure exceptional customer service while achieving financial targets.

• Optimized workflows, organizing processes to enhance performance and meet business objectives.

• Implemented strategic initiatives, contributing to organizational growth. EDUCATION and PROFESSIONAL DEVELOPMENT

• Business Management and Computer Science

• Leadership Training and Development

• Conflict Management and Strategic Communications

• Two-time recipient of the Conduent President’s Circle Award for outstanding performance and leadership

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