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Work Background
GPS InsightSales Operations Analyst
Nov. 2023Scottsdale, Arizona, United States-Work closely with our sales team to successfully execute important sales projects.
-Analyze sales performance data and provide insights to improve our sales strategies.
-Help the sales and marketing teams with on-the-fly and basic data analyses, ensuring they have the information they need to make smart decisions.
-Support our sales managers in a limited capacity, making sure everything runs smoothly and effectively.
-Play a role in quota management, ensuring our resources are allocated for maximum sales performance.
-Create and maintain reports and dashboards, making data easy to understand and work with.
-Work with different teams to develop policies and best practices that help us meet our sales goals.
-Keep our sales data up to date in Salesforce and/or Netsuite ensuring accurate records and proper pricing. Monthly/Quarterly/Bi-Annual and Annual reporting requirements will also be created, maintained and deciphered to deliver actionable insights to management.
GPS InsightSenior Manager, Strategic Services (Partner Channel)
May. 2023 - Nov. 2023Scottsdale, Arizona, United States
GPS InsightStrategic Support Manager
Jan. 2022 - Jun. 2023Scottsdale, Arizona, United StatesLiaison between the channel team and other departments. Sets priorities for channel team and works with other departments to ensure channel is represented at all levels. Creates reports and uses data to help internal team and external customers reach goals.
GPS InsightInside Channel Development Manager
Aug. 2019 - Jan. 2022Scottsdale, AZ, United States— Sales Support • “At the desk” point of contact for partners and sales team • Pricing lookups, order status and product questions for partners and team members
• Engage top partners regarding new promotions/offers and create ongoing awareness plan • Coordinate with Channel Development Managers to create targeted email campaigns to specific accounts to stimulate activity • Daily update of partner profiles, and account records in Netsuite as discussions and activities occur — Partner Enablement • Walkthrough of Welcome Kit and/or Enablement Kit materials for new, inactive or re-engaged partners i.e. sales team overview, partner center, pricing tools, training & support options, promotions, deal registration, etc. • Provide overviews of the Partner Center, build out partner business profile, identifying key contacts.
• Together with CDMs, identify solutions and training that match primary goals of partner. • Establish timelines for partners to complete identified training. • Notify partners in probation or pending expiration and develop plan to renew status.
• Manage Training • Drive event and webinar engagement — Additional Responsibilities • Assist the CDMs to assess, clarify, and validate partner needs for product knowledge and training on an ongoing basis.
• Together with the CDMs, maintain a detailed understanding of partner’s business (pain points, investment areas, profitability factors, etc.)
Realty Executives InternationalTechnology Project Manager and Training Specialist
Apr. 2019 - Aug. 2019-Create and maintain budget for the development team
-Prioritizes and organizes development projects
-Works with Project Managers from sister companies to share ideas and prioritze work for shared resources
-Directs technological research by studying organization goals, strategies, practices, and user projects
Realty Executives InternationalTraining & Product Specialist
May. 2017 - Aug. 2019Phoenix, Arizona-Create presentations and training guide materials for 7500 real estate agents active in our PrimeAgent system.
-Host training webinars on our proprietary PrimeAgent tools, SEO, Social Media and Content Marketing.
-Produce "how-to" training webinars for the Realty Executives International network competencies.
-Provide follow up with brokers and agents on training and product development.
-Act as a liaison between development team and agents on product improvements and development.
-Test and approve fixes and updates made in PrimeAgent and work with the Development team to get them released to the network.
-Contact new agents to ensure they get trained as quickly as possible
TangaCustomer Service Manager
May. 2015 - May. 2017Chandler, Arizona-Managed 10-15 people across 2 separate companies.
-Expert Kayako admin user.
-Expert Zendesk admin user.
-Member of the leadership team for the total company.
-Worked closely with the Operations team to develop a system to send customer returns directly to vendors, saving the company $40k monthly.
-Worked closely with the Marketing team on many successful email and social media campaigns.
-Worked closely with the Development team to create a self-help customer service landing page to reduce customer contact and aid in reducing customer service hours.
-Developed reports to track customer service mistakes to maximize cost savings.
-Developed in-depth training manuals for customer service teams for both companies.
-Reduced response time from an average of 45 hours to an average of 8 hours while reducing staff.
-Managed customer complaints and suggestions via Facebook and Twitter.
-Worked with Operations Director to create a chargeback dispute process leading to over $50k in savings in 6 month by fighting fraud and incorrect chargebacks on credit card and Paypal.
ClariantCustomer Service Representative
Dec. 2014 - May. 2015Phoenix, Arizona-learned and improved current computer systems -took on largest customers to improve customer experience
-lead initiative to change department to a paperless system
Innospec Fuel SpecialtiesDirector of Customer Care; International Business Lead - AX Project
Jun. 2011 - Nov. 2014Director of Customer Care:
-Managed a team of 5 Customer Care Representatives.
-Worked closely with our Supply Chain team to ensure all customer orders were fulfilled within a very tight time schedule.
-Developed and implemented customer service policies and procedures.
-Tracked and reviewed customer complaints.
-Tracked and reviewed problems with service providers such as trucking companies and warehouses.
-Provided monthly reports and updates to the management team.
-Ensured that our team is always improving profitibilty. International Business Lead (Sales & Customer Service) - AX:
-Made business decisions that affected all global offices in regards to switching ERP systems.
-In charge of change management for all sales and customer service departments.
-Developed training materials and methods.
-In charge of training 50+ "super users" who could train the hundreds of end users of the new system.
Innospec Fuel SpecialtiesAccount Development Coordinator
May. 2006 - Jun. 2011• Coordinated customer orders from start to finish -- including scheduling production, booking transportation, and communicating details to customers.
• Developed assigned accounts.
• Resolved customer complaints by working with Accounting, Supply Chain, Sales or Technical personnel to represent the customer's best interest.
• Provided customers with product and service information.
Innospec Fuel SpecialtiesOperations Assistant
Nov. 2000 - May. 2006Lone Tree, CO
Innospec Fuel SpecialtiesReceptionist
Nov. 1999 - Nov. 2000Lone Tree, CO
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