Administrative Sales Support Professional with Channel Experience
Resume:
D E A N A M. G R AY
Altamont, New York 12009
*******@*****.***
http://www.linkedin.com/in/
S U M M A R Y
An exceptional and top-performing administrative sales support professional with a broad history of experience encompassing technical sales, system implementation, advertising, administrative support, market research and analysis, new product introduction, channel development, communications, and needs assessments. Additional strengths in sales support, expense reporting, data processing, database administration, event/meeting planning, training and purchasing. A detail-oriented worker who utilizes exemplary multitasking abilities to handle multiple projects simultaneously while meeting crucial deadlines. E X P E R I E N C E
Progressive Insurance Albany, New York
Medical Coder, 2025-present
Remote
Reviewing health insurance EOB’s (Explanation of Benefits) on excess claims to ensure proper payment.
Ensuring AOB (Assignment of Benefits) has been submitted to provider (in states where applicable).
Providing timely bill processing per state guidelines.
Reviewing health insurance EOB’s (Explanation of Benefits) on excess claims to ensure proper payment.
Ensuring AOB (Assignment of Benefits) has been submitted to provider (in states where applicable).
Providing timely bill processing per state guidelines. WINDSTREAM (PAETEC COMMUNICATIONS) Albany, New York Coordinator II, Channel Support, 2015-2020
Sales Coordinator II, 2022-2025
Remote
Validate sales orders for accuracy and quality.
Ensure order revenue is accurately reflected for quota attainment and customer billing purposes.
Provide timely updates of order status in WIN systems.
Process necessary orders in internal WIN systems to route to Order Management and downstream SD teams, maintain adherence to Company guidelines for clean order processing.
Independently manage work queue and maintain adherence to established SLA.
Independently prioritize workload and assigned duties.
Partner with Sales team, Sales Support and Service Delivery to ensure continuity in process.
Customer confirmation regarding orders.
Review customer bills.
Provided one-call resolution for internal and external channel sales support.
Supported aspects of pre- and post-sales support (CSR, facility quotes, order status, escalations for orders, trouble tickets and commission issues).
Acted as internal channel support advocate for channel partners and managers.
Provided channel training and education on products and services.
Acted as escalation contact to own resolution.
Managed and responded to channel inquiries in timely and accurate fashion.
Supported 20 sales representatives that included quoting, creating spreadsheets and presentations.
Provided system, product and resource support to SMB sales/care teams utilizing Winforce, BPMS, PAO quoting system, Wincare, Salesforce, DCRIS, CAMS, Remedy.
Responded to support requests from representatives, team leads and supervisors in a timely manner meeting SLAs.
Assisted SMB sales teams with proposal generation and order configuration.
Executed root cause analysis that includes tracking and categorizing support requests.
Provided training and process improvement recommendations and documentation review.
Managed SMB support projects.
Multi-tasked between multiple systems and databases to handle requests.
Handled customer support issues including billing, service, and pricing.
Escalated as needed to achieve standard SLA requirements.
Consistently achieved and exceeded monthly metrics.
Account Manager II, 2013-2015
Prospected for new customers in assigned territory through aggressive prospecting efforts to new businesses.
Developed relationships and maintained communications with new businesses through various mediums.
Identified sales leads and maintained strong prospect pipeline to ensure above average quota and revenue goal attainment.
Provided professional and technical advice on business applications to ensure account satisfaction by fulfilling customer needs.
Responded to customer inquiries that resulted from outbound prospecting calls to retain and grow existing revenues while securing new accounts.
Responded to request for proposals (RFPs).
Represented company’s entire converged product portfolio with special focus on next generation data products.
Maintained solid understanding of major product groups and applications associated with product groups.
Coordinated with engineering and sales support to complete product configuration and ensure successful installation of CPE products.
Utilized computer applications to create proposals and/or presentations.
Input current account information and prospecting account status into pipeline management (Salesforce) tool.
Gave on-site presentations to existing and prospective clients while utilizing sales techniques to close rules.
Focused entirely on new streams of revenue through aggressive networking and prospecting.
Coordinated area-wide technology events for customers and prospects. Office Manager, Sales Support, 2008-2013
Pulled loop quotes and provided sales rep with cost for T1.
Ensured paperwork complete prior to submitting job package.
Managed order input and process.
Directed and processed hardware lease paperwork.
Prepared and completed information for hiring candidates in electronic hiring system.
Coordinated sales and customer events.
Created and maintained management Excel spreadsheets.
Provided daily direction to direct sales team.
Generated weekly and monthly sales reports.
Trained new hires in sales process and sales computer systems.
Assisted with large customer proposals.
Checked billings.
Assisted with creating orders for large multi-location deals.
Submitted orders to Oracle database.
Compiled stats, office productivity reports, and post sales results.
Pulled customer service records (CSR) for representatives to view how much activity prospect’s network has.
Entered orders for direct and account development representatives.
Supported account development representatives.
Maintained NYS CTS OGS contracts. (Contract #PS63070).
Coordinated team efforts with responding with RFPs.
Greeted guests and answer phones in professional and courteous manner.
Created and maintained tracking spreadsheets for sales, attendance, and local phone directory.
Utilized third-party tools to provide loop quotes, address validations, and CSRs.
Interpreted information received and validated signed orders for accuracy.
Qualified new order packages to ensure accuracy.
Works with sales, customer/agent, and/or vendor to obtain required information.
Administered quality control standards to ensure accurate order entry prior to submission to solutions engineering.
Acted as liaison between sales office staff, service delivery, solutions engineering, and other back-office organizations.
Tracked sales orders from signature to installation and worked collaboratively to resolve issues.
Resolved rejected order statuses including credit.
Acted as local subject matter expert (SME) on internal systems, products and processes related to sale of PAETEC products and services.
Processed office correspondence (emails, letters, phone calls) and monitored offices expenses for mail and office supplies.
Trained new employees on office procedures, including systems, local contacts, facilities/security information, and New Employee Onboarding processes.
Consolidated weekly funnel and sales reports as requested. A D D I T I O N A L E X P E R I E N C E
ANIXTER INC., Albany, New York, Administrative Assistant, 1998-2007. Answered phones at main switchboard. Planned and coordinated luncheons and developed presentations for on-site presentations. Organized and managed special events, travel arrangements, agendas and calendars. Directed business relations and distribution of company literature to stimulate customer interest and sales leads. Processed monthly expense reports and billing of invoices. Coordinated and maintained weekly attendance and vacation records for 15 employees. Utilized MSWord, Excel, PowerPoint and Lotus Notes. Distributed incoming mail and packages. Submitted and tracked internal requests. Customer Service Representative/Sales Support, 2003-2006. Maintained desk of 50 accounts. Directed vendor relations, generated and maintained tracking records for customers. Generated reports for monthly sales meetings, charts, and merged mailing. Handled customer complaints. Assisted inside sales representatives. Inside Sales Representative, 2006-2007. Designed and sold end-to-end enterprise cabling solutions for voice and data communications networks to businesses throughout region. E D U C A T I O N
MILDRED ELLEY BUSINESS SCHOOL, Albany, New York, Business Administration C O M P U T E R S K I L L S
Microsoft Office, MS Office (Word, Excel, Outlook, PowerPoint, OneNote, Access)
Google Drive (Docs, Sheets, Slides, Forms)
Spreadsheets (Excel)
Email (mail merge, filters, folders)
Presentations/Slideshows
Salesforce
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