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Work Background
LitifyCustomer Success Manager/Salesforce Administrator
May. 2022Brooklyn, New York, United StatesIn the role of Mid-Market Customer Success Manager/Salesforce Certified Administrator with Litify my main focus has been maintaining the highest quality client relationships with account in my book of business. In this role I have succeeded at providing clients with strategic understanding of the Litify platform and value adds to increase the client's return on investment. Beyond relationship management itis my repsonsibility to have the highest understanding of the Litify platform and all of the tools Litify has to offer. In cnonjuction with my knowledge of the Litify platform I have maintained the highest understanding of the Salesforce platform as well. I have assisted clients with implementation projects, integrating software to streatmline their tech stack and get the highest value out of the Litify platform. Providing insightful understanding of Litify update releases, and salesforce releases and updates. In my tenure with the company I have built a book of business that exceeds $1.5M, through upsell opportunities, add-on SOWs, and making sure that the clients I work with are adding licenses and continue to increase their Litify spend year over year.
MerceroCustomer Success Manager
Nov. 2020 - May. 2022In charge of Support for Mercero users (Salesforce service app intensive), handling inbound cases, creation of support processes, creation of FAQ/Knowledge base/Video tutorial materials. Support and the processes involved with support here at Mercero start with me. Building custom reports, adding custom and standard objects, and helping create the overall salesforce environment. My main focus is delivering a top of the line customer experience. Primarily focused on proactive engagement to help customer's continued success on the Mercero deal desk platform. I have also been tasked with support process creation and automation, creating approval processes, and building objects in Salesforce. This role is all encompassing when it comes to customer support and success.
BlackbaudBrand Development Representative
Jul. 2019 - Nov. 2020Charleston, South Carolina AreaIn the role of Business Development Representative with Blackbaud I have been tasked with wearing many hats, and I have been able to hone my marketing and salesmanship abilities while in this position. This position requires that I actively listen to potential prospects picking up on their pains and needs as well as positioning the value of Blackbaud software solutions to meet those needs. In this position I cold call regularly and generate new business from clients outside of Blackbauds current pipeline. Within my first 6 months I have generated a pipeline of clients and potential clients of over $200k and counting. Skills that have helped me be success in this role are: being coachable and adaptable, using problem solving techniques, using customer service and salesmanship, speaking professionally both verbally and through email, and time management practices. All of these skills have assisted me in becoming a well rounded BDR and I am still growing in this role, so there are skills that I continue to hone and add as the days go by. I have also been able to be a part of a team while in this role and put on display my ability to work well with others as well as independently. In this role I use CRMs (Salesforce and SalesLoft) to help me stay on target and on task. Through a combination of email automation and calling campaigns I have been able to track my success and my continued growth in this role. I have also been provided opportunities to act as a leader on the team, and conduct team meetings where I provided insightful information and best practices on working with software and overcoming objectives in the BDR role. Overall I feel that Blackbaud and the position of BDR have helped me grow as a professional and I look forward to continued growth with an amazing company.
Reliant - Talent Management SolutionsBrand Development Representative
Jan. 2018 - Jul. 2019Charleston, South Carolina AreaAs a brand development representative with Reliant Talent Management Solutions I have been tasked with solving complex sales problems, and I oversee creating a sales process that provides a simple solution for prospecting and qualifying new sales leads. This role is a SaaS role, and it has given me the opportunity to show that I can solve these problems by using tools such as CRMs (Hubspot and Apollo), creating sequences, cold calling, cold emailing, and several other sales tactics. I use these systems to keep track of verticals, KPIs, and other sales driven techniques. Month over month we have seen an increase in demos that I have positioned to prospective clients, and within my first year in this role we have a pipeline valued around $200,000 and growing. The overall goal for me in this role is to generate intrigue to potential clients for the company and to progress those clients into the demo process. Each month I have successfully met quotas and continue to set new benchmark goals for ongoing success in this role. This position is a remote contract position, so I have proven that I the ability to be a self-starter, and that I can work independently or as a part of a team and still tackle tasks required of me without much supervision. As a result of being in this role with Reliant I have grown my leadership abilities, my effectiveness as a salesperson, and my ability to adapt on the fly in a fast-paced environment has been on full display.
Verizon WirelessTechnical Support Specialist
May. 2017 - Nov. 2017Charleston, South Carolina AreaWorking at Verizon Wireless provided me with an abundance of leadership opportunities, and I was able to build on several other traits that will help me in the working world as well. The last position I held at Verizon Wireless was as a Technical Support Manager. This role present challenging problems daily, and if I am being honest every call presented a different complex problem. The biggest piece of this role was simplifying complex issues and putting my problem-solving skills to work. Getting customers to buy into my solution as the subject matter expert and work together with them to resolve the issue that they were contacting technical support about. This role required having knowledge of all Verizon products, understanding of Verizon’s network, superior customer service skills, and salesmanship ability. This role was an exclusive position within the Verizon makeup as only 1% of persons employed by Verizon worked in technical support. In technical support there were statistical standards and quotas that had to be met daily, weekly, and annually. Consistently I was at the top of these statistical categories and reaching or exceeding any quotas that were expected of me. In this role I was also in charge of a small team of 5, and we were tasked with learning about new technology before it officially launched, so that we could help the company and our fellow employees stay ahead of the ever-changing technology world.
Verizon WirelessCustomer Relations Manager
Feb. 2016 - Nov. 2017Charleston, South Carolina AreaWorking in the role of customer relations manager at Verizon Wireless has added to the plethora of positive traits that I possess as a member of the working world. This role required complex problem solving skills and extreme patience. I was able to be promoted to this position because of my ability to be persuasive and get customers to buy into the proper resolution to their issue. In this role I was tasked with taking calls from highly escalated customers, who had requested to speak with a supervisor. In this position I was member of Verizon Wireless leadership, and I was the leader of 6 different teams of 13 individuals or more. Any calls that those employees were unable to handle were passed along to me and I was able to act independently to tackle whatever the issue was. In this role I did not have much supervision and was tasked with being able to use my problem solving abilities to get to a resolution in a timely manner. My strengths were put on full display in this position of leadership, I was able to multitask, lead by example, solve complex problems, work individually and as part of a team, and show my superior customer service and account management skills. This role had statistics that needed to be met and quotas as well. In this position myself and the other Customer Relations Managers were all asked to be the best of the best. Our statistical expectations were higher than the rest of Verizon's customer service work force. Month over month I was able to exceed those expectations and be in the upper echelon of the Verizon customer service team.
CreateSpacePublishing Consultant
Feb. 2015 - Feb. 2016In the position of Publishing Consultant I was able to put my salesmanship abilities, account management abilities, and leadership aptitude on display. These traits coupled with my knowledge of the Createspace portfolio made me most efficient in this role. During my time with Createspace I was able to help expand the company client base by closing sales and using problem solving abilities to meet client needs. Sales qualified clients were passed along to me to have sales conversations regarding publishing packages and finalizing their books. This role helped expand my sales aptitude, multitasking abilities, closing abilities, and so much more. Monthly I would meet or exceed the goals, statistics, and quotas that were placed in front of me. This role also required having superior customer service abilities in order to assist current and recurring clients with their account management, and the nurturing of those relationships going forward. This role was both an inbound and outbound sales role.
State Farm R. J. WashingtonSales Marketing Manager
Nov. 2012 - Dec. 2014Charleston, South CarolinaAs marketing manager for RJ Washington State Farm in the greater Charleston, SC area it was my duty to create strategic marketing plans for the office. These marketing campaigns were geared toward increasing the office's exposure in the local market, and expanding the office's book of business in doing so. I implemented a social media marketing campaign that increased revenue by 20% within the first quarter of implementation. As marketing manager it was also my duty to close sales with clients that came into the office based upon the marketing campaigns. It was also my duty to oversee our offices "Drive Safe and Save" pledge campaign which saw over 400 students pledge to safe driving in our area from a local high school. This was a charity pledge drive, and I oversaw all aspects of the campaign to its completion.
T-MobileSales Team Lead
May. 2009 - Jul. 2012Charleston, South Carolina AreaIn being promoted to Sales Team Lead for T-Mobile in the retail environment I was in a role where I oversaw the day to day activities of 5 team members. In this role I worked with the team on planning how to accomplish the daily, weekly, monthly, and annual goals we wanted to achieve. T-mobile had quotas and statistical categories our store needed to reach. It was my responsibility to make sure that our team reached or exceeded those goals. In this role I would provide training and coaching to our sales team to make sure that we were all on target. This position was a management position, so I was a key holder for the store, and handled all inventory and cash operations. The overall goal of this position was to be an asset to the sales team by providing my expert knowledge and understanding of T-mobile, T-Mobile devices, and T-Mobile services. In this role my store was recognized for generating the most up sales on accessories and added revenue services. I received multiple sales recognitions as did those who were employed within our store, and I feel that in large part was due to my being a part of the store team.
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