Experience

Pentair Aquatic Eco-Systems, Inc

• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Sales Operations Manager

  • Jan 2017 - Present

  Ensure seamless delivery of quality customer service by spearheading all aspects of live chat system management system; assign tickets, maintain response quality, and streamline communication. Integrate new recruits into organizational systems and operations by developing and delivering engaging onboarding sessions. Develop and update strong knowledge of incoterms, warranty replacement procedures, restricted party and screening for reviewing and processing contracts and bids. Key Contributions:· Met and exceeded sales targets of $49M, $50M, and $40M for fiscal years 2015,16,17,18 respectively.· Commended by senior leadership for realizing internet sales target of $3.1M, $3.6M, $3.8M, and $4.4M. · Improved customer service experience by responding to contact emails within 24 hours and escalating complaints to appropriate departments. · Increased sales and organizational revenues by managing the lead generation process, and sharing prospects’ information with the Field Sales Team.· Automated order processing and secured competitive prices for required items by entering and updating order information into Enterprise Resource Planning (ERP).· Enhanced employees’ understanding pertaining to salesforce, order entry, state taxes, international shipping requirements, pricing/discount status; designed and executed detailed training programs.· Boosted technical sales team's effectiveness by identifying and highlight product characteristics and benefits.· Identified performance gaps and implemented corrective measures; Developed, tracked, and reported on the speed of call answered, abandoned call rate, call quality, and upselling metrics.· Drove customer engagement, conversions, traffic, and revenue by designing and launching integrated digital and traditional marketing initiatives.· Designed a customer-focused product catalog, helping transcend customer requirements and expectations.



Seachem Laboratories Inc.

• United States
• Consumer Goods
• 1 - 100 Employee

• Research Manager

  • Mar 2006 - 2011

  Oversaw and directed all aspects of customer account training for enhancing employees' understanding of products for new clients. Ensured end products' compliance with Service Level Agreements (SLAs) and maintained adherence to predefined quality standards by spearheading all stages of QA and QC process. Led successful territory sales team, developed effective sales strategies, and hit designated sales quotas.Key Contributions:· Identified unmet customer needs by executing in-depth marker research and developed specifications for new products in home aquariums’ sphere accordingly.· Increased business profitability and customer base by understanding customer requirements and developing new business offerings for previously unserved market segments.· Enhanced customers’ acquaintance regarding product usage by delivering highly engaging training sessions. · Raised brand awareness and facilitated business customers to increase product sales by designing and distributing compelling marketing material.