Experience

Netstock

• United States
• Software Development
• 1 - 100 Employee

• CRM Manager

  • Sep 2021 - Present



RealPage, Inc.

• United States
• Software Development
• 700 & Above Employee

• Manager, Utility Operations

  • Apr 2018 - Dec 2020



AddOn Networks

• United States
• Computer Networking Products
• 1 - 100 Employee

• Sales Operations Specialist, Lead

  • Apr 2017 - Apr 2018

  Act as a liaison between Sales and Production to ensure orders are processed and shipped in a timely manner. • Receive customer purchase orders and process sales orders while maintaining a high level of accuracy. • Manage EDI (Electronic Data Interchange) for purchase orders and customer invoices. • Process return material authorizations and provide customers with credit memos. • Assist customers with order tracking and expediting to ensure delivery deadlines are met. • Field, review, and resolve customer escalations as issues arise. • Review and reconcile daily open order reporting. • Work with purchasing department to provide accurate shipping dates on backordered items. Show less



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Manager, Sales Operations

  • Jun 2012 - Aug 2016

  Managed daily tasks within a team of 10 reps including remote in the US and Canada in order to identify areas of possible optimization and maximize productivity. • Managed Installment Defaults team to recover defaulting credit card and ACH subscription installment payments resulting in the recovery of $3 million of revenue annually. • Managed Check Matching team to identify, apply, and process plan renewal orders for over 38,000 customer check and wire payments annually. • Worked directly with AR/AP and Credit / Collections teams to ensure cash is properly applied. • Prepared ad hoc reporting for analysis as requested by Finance department and leadership. • Planned and execute on-boarding and training of all new team members. • Responsible for creating team processes, reports and training documentation from ground up. • In charge of training and troubleshooting for multiple teams across the North American organization • Generated a 50% reduction in preventable defaulted payments through cross training and process re-engineering, recovering over $20,000 per quarter and satisfying customer service and revenue performance KPIs. • Reduced time spent during order entry process by 10% and recovered 20-30 hours weekly within team. • Work with systems analysts and finance leaders to integrate Zuora billing functionality within existing SAP framework. • Collaborated with IS team to create and distribute improved process documentation to the Sales organization. • Utilized Six Sigma principles and tools aimed at driving increased satisfaction, process improvement and cost reduction. Show less



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Customer Support Analyst

  • 2005 - 2007

  • Triaged and troubleshot incoming customer support calls from Value Added Resellers and End Users for MAS 90 and MAS 200 Accounting systems. • Troubleshot issues with General Ledger, Bank Reconciliation, Payroll, FAS Link, and Time Card Modules. • Troubleshot issues with Microsoft FRx and F9 Hotlink third party products. • Collaborated with other departments to identify and resolve and test program issues. • Authored informational, technical, and program issue articles for internal and external Knowledge Base to be used by both support employees and customers. • Reviewed Knowledge Base entries for technical accuracy. • Trained and mentored new analysts on technical issues and company best practices. Show less



Good Guys

• Retail
• 1 - 100 Employee

• Home Theatre and Mobile Audio Sales Associate

  • May 2004 - Nov 2005

  • Commission based retail sales of mid to high end audio/visual home and car audio electronics. • Designed custom home theater installations. • Mentored junior level sales associates to improve sales and customer service techniques. • Commission based retail sales of mid to high end audio/visual home and car audio electronics. • Designed custom home theater installations. • Mentored junior level sales associates to improve sales and customer service techniques.



Metro One Telecommunications

• United States
• Telecommunications
• 1 - 100 Employee

• Shift Manager

  • Sep 2001 - May 2004

  Lead operator for inbound directory assistance. Supervised 10-15 operators including scheduling, monitoring, and ensuring customer service goals were exceeded. • Achieved average call times below 25 seconds. • Assisted operators in locating nationwide telephone listings in a timely manner. • Mentored junior operators on company best practices and lowering call times to improve efficiency Lead operator for inbound directory assistance. Supervised 10-15 operators including scheduling, monitoring, and ensuring customer service goals were exceeded. • Achieved average call times below 25 seconds. • Assisted operators in locating nationwide telephone listings in a timely manner. • Mentored junior operators on company best practices and lowering call times to improve efficiency