Pricing & Operations Specialist with CRM & Analytics

MONICA KORBER

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

OPERATIONS & MANAGEMENT PROFESSIONAL

Dynamic Leader Results-Oriented Skilled Problem Solver Customer service and operations specialist with extensive experience handling high-volume inbound and outbound calls, documenting interactions with precision, and managing digital workflows across CRM systems, spreadsheets, and online platforms. Known for delivering respectful, clear, and solution-oriented communication while maintaining exceptional accuracy in data entry and record management. Highly organized, self-directed, and effective in remote environments requiring reliability, confidentiality, and consistent productivity. CORE COMPETENCIES

• Partner Enablement & Strategic Growth

• Inbound & Outbound Call Handling

• Customer Inquiry Resolution

• Data Entry & Digital Record Management

• CRM & Case Documentation

• Microsoft Office & Google Workspace

• Remote Work Productivity & Time Management

• Active Listening & Professional Communication

• Multi Tasking & Prioritization

• Accuracy, Quality Control & Compliance

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 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

• Directed contact center operations serving healthcare clients, overseeing quality assurance, HR, training, and technology.

• 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 & PROFESSIONAL DEVELOPMENT

• Business Management and Computer Science

• Leadership Training and Development

• Conflict Management and Strategic Communications

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