Experience

GPS Insight

• United States
• Software Development
• 100 - 200 Employee

• Senior Manager, Strategic Services (Partner Channel)

  • May 2023 - Present

• Strategic Support Manager

  • Jan 2022 - Jun 2023

  Liaison 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.

• Inside Channel Development Manager

  • Aug 2019 - Jan 2022

  — 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.) Show less



Realty Executives International

• United States
• Real Estate
• 700 & Above Employee

• Technology 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

• Training & Product Specialist

  • May 2017 - Aug 2019

  -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 Show less



Tanga

• United States
• Consumer Goods
• 1 - 100 Employee

• Customer Service Manager

  • May 2015 - May 2017

  -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. Show less



Clariant

• Phoenix, Arizona

• Customer Service Representative

  • Dec 2014 - May 2015

  -learned and improved current computer systems -took on largest customers to improve customer experience -lead initiative to change department to a paperless system -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 Specialties

• Director of Customer Care; International Business Lead - AX Project

  • Jun 2011 - Nov 2014

  Director 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. Show less

• Account 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.

• Operations Assistant

  • Nov 2000 - May 2006

• Receptionist

  • Nov 1999 - Nov 2000