Scrum Master

• Sep 2021 - Present

Information Technology Business Analyst

• Jul 2015 - Aug 2021

Manager, Sales Operations

• Aug 2014 - Mar 2015

• Design and implement new Sales Workflow from Quote to customer installation.• Design and implement product proficiency exam for sales team.• Manage the sales process and work cross-functionally with internal stakeholders.• Manage the Customer Service process - addresses inquiries and handles customer complaints, as needed.• Coordinate sales orders & shipments; maintains and updates CRM database on a regular basis.• Maintain and update customer database and distributes to the team as needed.• Assists in the coordination of sales meetings and training.• Works closely with Marketing Department and organizes / maintains promotional materials; coordinates the fulfillment of shipments to sales.• Participates in weekly sales calls and manages the Sales Reporting process.• Perform/Manage administrative duties to support the sales team to include, but not limited to, the variable (incentive / commission) salary process the expense reporting process, territory management, territory adjustments & alignments, and new hire packages.

Manager of Client Services

• Aug 2012 - Aug 2014

(8/2012 – 8/2014)• Improved turn time for tech support diagnosis by 96%• Accelerated Manufacturing order release by 92%• Reduced department spending by 50% • Managed customer service team of 7 direct reports- 2 in house, 7 technical service field reps.• Designed and initiated user experience testing to product UI to maximize customer satisfaction• Designed and implemented the reconfiguration and standards for Customer Relationship Management software (CRM)• Launched weekly project management meetings drastically improving interdepartmental communication • Designed and implemented Customer Service Department, including its chain of custody, metric for success, SLA’s and team• Collaborated with Executive Management Team to develop numerous process improvements which included administrative, organizational and operational workflow and present at quarterly sales meetings• Maintained instructional design of training modules and update training materials both internally for employees and externally for medical staff• Maintained and document correspondence with customers and communicate customer and training needs to headquarters• Acted as liaison with the field sales force to assess the response to and suitability of current promotional material and to ensure that promotional tactics are driving product awareness, trial, and usage.• Acted as point of reference for product related topics and work collaboratively with colleagues in other functional areas, such as R&D, to address any issues that may arise• Effectively prioritized and manage timelines and budgets on projects• Championed Sage CRM system as primary data source and point of reference for client base• Led in implementing the Post-marketing plan feedback system• Collaborated with medical affairs to oversee instructional design

Consultant, Business Analyst

• Aug 2011 - Aug 2012

• Built the foundation of all operations, from e-commerce to fulfillment • Successfully launched E-Commerce website and database workflows for retail business• Designed and implemented operational and quality procedures from order placement to shipping and inventory reconciliation• Developed internal routing and quality control process for all marketing communications• Managed all 3rd party vendors• Maintained budget for organization including budget forecasts, COGs, A/P and A/R

Project Manager/Senior Marketing Manager

• Feb 2008 - Nov 2011

• Migrated a multiple clients to a new print vendor and custom built UI within 4 months (compressed from 12) while maintaining uninterrupted daily service• Earned Denzel Award in February 2009 for exceptional rollout of new UI and POD platform• Successfully created and sold new communication template for existing clients• Acted as a client liaison for all products and services• Collected and documented client requirements• Managed the transition to a new print production vendor including: building requirements, project management, site visits and a timely “go-live”• Managed all aspects of the projects from Discovery to Implementation, including, vendor development efforts, application integration project plans and project and internal teams• Captured and documented of requirements for client requests.• Communicated project activities between third party and internal teams; presentations; demos; implementation• Created presentations for weekly team status, business owners and ad hoc meetings• Analyzed, evaluate and approve vendor project plans for accuracy and completeness• Developed and manage the project plans, estimates and scheduling for internal projects related to the program• Communicated requirements and status to full team including stakeholders and developers.• Diagnosed project issues and risks and manage mitigation plans• Managed the day to day operations• Investigated and resolved client issues• Prepared and presented quarterly client meeting agenda

Client Service Manager

• May 2005 - Jan 2008

• Led a client service team for a 9.5 million dollar SaaS business unit • Earned Leadership Award in June 2006• Promoted in first 6 months to acting director of the Rapid Publisher business unit• First successful director to drive the Rapid Publisher business unit to profitability• Successfully worked as a strategic consultant for my clients• Worked with Executive Team for numerous process improvements both administrative, organizational chart roles/responsibilities and operational workflow• Maintained monthly P&L for business unit• Acted as a product manager for business unit• Managed a team of 4 Client Service Representatives (3 New York, 1 Chicago)• Managed all aspects of the projects from Discovery to Implementation, including, vendor development efforts, application integration project plans and project and internal teams• Captured and documented of requirements for client requests• Communicated project activities between third party and internal teams; presentations; demos; implementation• Created presentations for weekly team status, business owners and ad hoc meetings• Analyzed, evaluate and approve vendor project plans for accuracy and completeness• Developed and manage the project plans, estimates and scheduling for internal projects related to the program• Communicated requirements and status to full team including stakeholders and developers• Diagnosed project issues and risks and manage mitigation plans• Prepared and present quarterly client meeting agenda• Traveled to production facilities as needed for QA and product launches as needed

Manager

• Sep 2002 - Mar 2005

Successfully ran the day to day operations of a busy restaurant earning nearly 4 million dollars per year.• Developed contest incentives to drive sales and coached staff on selling techniques.• Directed and motivated both Front of House and Back of House Staff.• Involved in hiring, training, coaching of employees as well as promoting community involvement through charity work and donations. Successfully ran the day to day operations of a busy restaurant earning nearly 4 million dollars per year.• Developed contest incentives to drive sales and coached staff on selling techniques.• Directed and motivated both Front of House and Back of House Staff.• Involved in hiring, training, coaching of employees as well as promoting community involvement through charity work and donations.

District Manager

• Jun 2001 - Jul 2002

Outside sales representative for the Emerging Business Services Division.• Generated new business through foot/phone canvassing, networking.• Created a referral base by cultivating relationships with local CPA’s and Financial Institutions. Outside sales representative for the Emerging Business Services Division.• Generated new business through foot/phone canvassing, networking.• Created a referral base by cultivating relationships with local CPA’s and Financial Institutions.

Customer Service Representative

• Oct 1998 - May 2001

• Provided sales support to CEO for company’s “Top 5”• Increased Sales from $50,000 to $240,000 per month with just one client• Responsible for client projects from inception to completion• Communicated requirements and status to full team including stakeholders and developers.• Diagnosed project issues and risks and manage mitigation plans• Managed the day to day operations• Investigated and resolved client issues • Provided sales support to CEO for company’s “Top 5”• Increased Sales from $50,000 to $240,000 per month with just one client• Responsible for client projects from inception to completion• Communicated requirements and status to full team including stakeholders and developers.• Diagnosed project issues and risks and manage mitigation plans• Managed the day to day operations• Investigated and resolved client issues

Senior Account Manager

• Sep 1997 - Oct 1998

• Reorganized documentation system to provide more detailed & more sophisticated client profiles• Successfully managed the day to day collection letter programs for several clients• Acted as a liaison between corporate clients and all internal departments • Supported sales team in maintaining client relationships through daily client contact• Maintained daily contact with clients and supervised programs• Responsible for client projects from inception to completion• Communicated requirements and status to full team including stakeholders and developers.• Diagnose project issues and risks and manage mitigation plans• Managed the day to day operations• Investigated and resolved client issues

Customer Service Representative

• Aug 1996 - Sep 1997

• Built and maintained rapport with clients through regular meetings and daily phone contact. • Managed projects for various clients from inception to completion• Acted as technical consultant for company sales and organizational meetings• Coordinated analytical team to standardize quality of products/services for over 30 major corporate accounts• Communicated requirements and status to full team including stakeholders and developers.• Diagnosed project issues and risks and manage mitigation plans• Managed the day to day operations• Investigated and resolved client issues