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Additional ACDI Experience

Sales Operations Administrator | April 2020 - October 2020

Developed and maintained comprehensive dashboards and reports in CRM and other platforms, providing real-time insights to sales teams and leadership, leading to data-driven decision-making and continuous process improvement.
Proactively identified and addressed sales process bottlenecks Collaborated with all departments to ensure a seamless end-to-end customer experience, from pre-sale to post-sale stages, enhancing customer satisfaction and retention rates.
Served as the Zoho Subject Matter Expert, providing support and guidance to the sales team, resulting in increased CRM utilization and proficiency.
Led onboarding of new hires and conducted continuous development programs for existing representatives, increasing sales team productivity.
Held sales team accountable for data integrity management in CRM, ensuring accurate and reliable sales data for decision-making.
Spearheaded process automation initiatives, allowing the sales team to focus on revenue-generating activities.
Strategically and proactively solve problems, driving efficiency and productivity improvements across sales operations.
Conducted detailed historical data analysis, providing leadership with actionable recommendations for performance improvement.
Managed end-to-end tracking of the sales funnel and operational metrics, delivering regular insights to optimize sales management strategies.
Created and maintained comprehensive Sales Department policies, procedures, training manuals, and sales-related resource material.

SR Account Manager | Account Manager | June 2018 - April 2020

Acted as an ACDI champion, facilitating clear and regular communication with key account stakeholders both internally and externally, ensuring a cohesive and informed working relationship.
Identified growth opportunities through strategic business planning with key stakeholders, resulting in a 20% increase in revenue within the assigned accounts.
Conducted quarterly business reviews with key stakeholders, assessing progress against established plans and identifying areas for improvement and expansion.
Leveraged strong selling and influencing skills to prospect and cultivate sales among assigned accounts, leading to a consistent increase in revenue and market share.
Established and nurtured relationships through a combination of remote communication and strategic travel opportunities, resulting in improved client retention and satisfaction rates.
Tracked, managed, and monitored incoming leads and prospects, ensuring a steady flow of opportunities and maximizing sales potential.
Demonstrated proficiency in ACDI's CRM product, ZoHo, effectively managing quotes, orders, and sales pipeline, resulting in improved efficiency and accuracy in sales processes.
Conducted dealer and sales representative engagements, including webinars and demos, leading to a substantial increase in closed-won opportunities.
Exceeded sales activity and quotas consistently, demonstrating commitment and drive to achieve and surpass targets.

Processing Specialist | September 2017 - June 2018

Ensured incoming quotes, orders, and licenses were processed and delivered promptly and with a high degree of accuracy, resulting in improved customer satisfaction and retention rates.
Demonstrated proficiency in utilizing various systems for export shipping processes, streamlining international transactions, and minimizing shipping delays.
Updated and maintained customer account information in CRM, ensuring data integrity and accuracy for effective communication and decision-making.
Actively identified and brought inconsistencies and problems to the attention of management, facilitating prompt resolution and process improvement.

OTHER EXPERIENCE

My diverse experience in retail, child care, and customer service equipped me with a robust set of skills essential for effective communication and problem-solving. Working in retail honed my ability to think on my feet and address customer needs promptly, while child care developed my skills in patience and diplomacy, as well as my capacity to manage and resolve conflicts with empathy. Additionally, my customer service roles refined my expertise in navigating challenging conversations and finding solutions under pressure. Together, these experiences have prepared me to handle a wide range of situations with tact, agility, and insight, ensuring productive and harmonious interactions in any professional setting.

Head Cashier | Lowe's - Russellville, AR | Feb 14 - Oct 15

Oversee Cashier Operations: Supervise and support cashiers, ensuring they follow store procedures and provide excellent customer service.
Handle Transactions: Process transactions efficiently, including cash, credit, and returns, and ensure accuracy in handling payments.
Customer Service: Address customer inquiries, resolve complaints, and assist with issues related to transactions or store policies.
Train Staff: Train new cashiers and provide ongoing coaching to improve performance and adherence to company standards.
Manage Cash Drawers: Monitor cash drawer balances, perform regular cash audits, and handle discrepancies.
Maintain Checkout Area: Ensure the checkout area is clean, organized, and stocked with necessary supplies.
Promote Sales: Inform customers about promotions, sales, and loyalty programs to boost store sales and enhance customer experience.
Compliance and Security: Ensure compliance with company policies, procedures, and security measures to prevent loss and fraud.
Schedule Management: Assist in scheduling cashier shifts and managing break times to maintain efficient operation of the checkout area.
Report Issues: Report operational issues or equipment malfunctions to management and follow up on resolutions.

Child Care | GGCEC - Russellville, AR | Jan 10 - May 13

Supervise Children: Monitor and engage with children to ensure their safety, well-being, and development throughout the day.
Create and Implement Activities: Plan and execute age-appropriate educational and recreational activities that support cognitive, social, and emotional development.
Manage Behavior: Use positive reinforcement and appropriate discipline techniques to manage behavior
Provide Basic Care: Feeding, diapering, toileting, and nap times.
Communicate with Parents: Provide regular updates to parents about their child’s progress, daily activities, and any concerns.
Maintain Cleanliness: Ensure the daycare environment is clean, organized, and safe, including toys, equipment, and play areas.
Handle Emergencies: Respond to emergencies, administer first aid, and follow emergency procedures.
Record Keeping: Accurate records of children’s attendance, incidents, and any relevant observations or developmental milestones.
Follow Policies: Adhere to daycare policies and procedures, including those related to health, safety, and nutrition.

Certifications and Compliance:

First Aid and CPR Certification
Child Abuse Clearance
Food Handling Certification
Health and Safety Training
Professional Development

Escalations Specialist | NEW - Russellville, AR | Oct 08 - Jan 10

Manage Escalated Issues: Handle customer complaints and concerns that have been escalated by frontline customer service representatives, ensuring resolution in a timely and effective manner.
Analyze and Resolve Complex Cases: Investigate and resolve complex or high-priority issues that require in-depth analysis and problem-solving skills.
Customer Communication: Maintain direct communication with customers to address their concerns, provide updates, and ensure they feel heard and valued.
Collaborate with Internal Teams: Work closely with various departments, such as operations, technical support, and management, to gather information, coordinate solutions, and implement resolutions.
Documentation and Reporting: Document the details of escalated cases, including the resolution process and outcomes, and prepare reports on trends and recurring issues for management review.
Develop Solutions: Identify root causes of recurring problems and develop or recommend solutions to prevent future escalations and improve overall service quality.
Customer Satisfaction: Monitor customer satisfaction metrics related to escalations and work to enhance the customer experience by resolving issues effectively.
Process Improvement: Contribute to process improvement initiatives by providing feedback on escalation processes and suggesting changes to enhance efficiency and effectiveness.
Training and Support: Provide guidance and support to customer service representatives regarding escalation protocols and best practices.
Compliance and Adherence: Ensure that all escalations are handled in accordance with company policies, regulatory requirements, and industry standards.