CUSTOMER SUCCESS, SALES AND OPERATIONS MANAGER
Dynamic business professional with over 20 years of experience in consultative sales and operations management. Adept at proactively identifying and properly qualifying marketing opportunities across an entire suite of product offerings, improving customer processes, and managing multiple projects simultaneously. An excellent communicator with the ability to effectively drive the adoption of viable strategic solutions by a wide variety of customers. Expertise in collaborating with key internal resources and partners to ensure successful implementation and project completion. Ability to develop long-term relationships with senior stakeholders to deepen customer engagement and brand loyalty.
PROFESSIONAL STRENGTHS
Passion for Making Customers Successful
Problem Resolution and Retention
Track Record of Exceeding Metric Targets
Independent with Collaborative Spirit
Strong Quantitative and Analytical Skills
Active Listener and Effective Closer
Ability to Manage Contract Negotiations
Known for Integrity and Reliability
Excellent Leadership and Interpersonal Skills
Ability to Adapt to Change
Proficient in Microsoft and CRM Applications
Technically and Internet Savvy
PROFESSIONAL EXPERIENCE
EKS Marketing January 2017-Present Operations Manager / Consultant
Oversee the day to day operations for EKS Marketing, a startup company.
Hire, train and supervise personnel in multiple geographical locations for different clients.
Manage budget, track travel, record timesheets and prepare payroll.
Create and implement effective business policies, processes, and procedures.
Develop multiple reports for internal use and external customers specifically tailored to each client and franchise partner to provide them with qualified results daily.
Continuously research for new strategies and streamline best practices to improve efficiency.
Kaplan University -
Admissions Advisor
Conducted interviews and evaluated prospective students based on interests, qualifications, and motivations to enroll them in a program to meet their education and career goals.
Counseled students and facilitated document collection to complete the enrollment process.
Received Top Performance Award for Student Success, Start Rate, and Retention.
IBM Corporation -
Services Sales Specialist
Marketed and sold all IBM service product lines to international customers.
Consulted on international processes and procedures for service contracts.
Client Representative
Acted as a liaison between C-Level executives and IBM.
Accounts included Sports Authority, ANC Rental (Alamo, National, AutoNation, and Republic Services), Southern Wine and Spirits, and Amadeus.
Incorporated customers’ long-term visions to provide viable IBM solutions.
Recognized as the Top Representative in the East Region based on % increase of base and $1M in sales over base forecast.
Earned Customer Satisfaction Award.
IBM Corporation, continued
Sales Relationship Representative
Provided consultative sales and operations support for Client Unit Executives.
Managed IBM’s Opportunity Management System.
Coordinated complex business consolidation processes with legal business agreements.
Created Customer Support Plans to improve the overall customer experience.
PC Telesales Specialist
Assisted clients with PC and server solutions with a special focus on retention of IBM customers and acquisition of new competitive accounts.
Recognized as the 1999 Top Contributor for PSG Telesales.
Earned 100% Club Achievement for 1999 and 2000.
Completed Tech Connect Certification on IBM’s Netfinity/Xseries servers.
tw telecom -
Account Executive II
Established a new geographic market account base through self -generated leads by cold calling, telemarketing, and networking.
Uncovered opportunities to extend tw telecom’s fiber-optic network into multi-tenant buildings to enhance customers’ telecommunication needs.
Created a 13-week onboarding sales plan for new hires.
VOLUNTEER EXPERIENCE
The Junior League of Greater Fort Lauderdale -
Ronald McDonald House Committee Chair
Kids in Distress Committee Chair
FLITE Center (Transitional Independent Living) Employment Coordinator/Life Skills Coach
Chairs That Care Fundraising Committee
Fund Development Committee
Arrangements Committee Chair
The Humane Society of Broward County -
Animal Assisted Therapy Team Member
Adoptions and Customer Service Team Member
FEMA Community Emergency Response Team of Fort Lauderdale (CERT) -
Trained Responder to Natural and Manmade Emergency Disasters
Skills included disaster medical operations, fire safety, light search and rescue.
Susan G. Komen -
Team Leader Race for the Cure
Team Member 3 Day for the Cure (60-mile walk)
Kaplan University Difference Makers Team Member -
Promoted positive and rewarding employee experience
EDUCATION
Indiana University, Bloomington, IN Bachelor of Arts in Psychology • Minor in Chemistry
Georgia State University, Atlanta, GA Postbaccalaureate • Business Administration
