CRM Integration, Sales Support, & Inside Sales Specialist● Customer Relationship Management (CRM): Administer and analyze customer relationships, ensuring seamless interactions and satisfaction.● VP and C-Level Communications: Establish and maintain strong relationships with government clients and internal stakeholders.● Cross-Department Collaboration: Collaborate effectively with internal departments to fulfill customer requests and optimize operations.● Shipment and Billing Management: Notify customer Points of Contact (POCs) regarding shipments, packing, and onboarding information. Confirm billing information in purchase orders (POs), sales orders, and QuickBooks Online (QBO), then generate and send invoices to appropriate customer POCs or to GSA-CS for specialized invoicing (WAWF, IPP, etc.).● Sales Operations Data: Maintain accurate sales operations data for customer orders, providing essential guidance and information to other company departments for order fulfillment. ● Customer Success: Maintain continuous contact with customers with existing orders, providing regular updates, and communicating necessary information to the finance team.● Key Account Meetings: Attend crucial account meetings, both online and in-person, as required.● Back-of-House Sales Support: Efficiently manage back-of-house sales support functions to streamline operations.● Pricing Analysis: Assist VP Sales with pricing analysis to ensure competitive positioning

 Accomplished 98% CSAT across hundreds of clients, 9 of largest Partner clients and all 3500tickets and client requests over 2 year time span. NPS Score average of 59-68 over 2 year average, increasing by 10 points from DOE 2 Years Experience with: Data Integration systems including Slack, Jira, Zoho CRM, andConfluence Experience Minimized Churn rate by additional 8% increasing our ARR to 86% Owned Customer experience in Customer Facing live chat, email, ticket queues and Zoommeetings Created detailed customer facing Knowledgebase in Zoho CRM consistently across sites andall 9 major partners Mastered exceptional customer service by prioritizing emergency issues and developing andemploying workarounds to solve problems expeditiously. Streamlined update procedures for support action consistency.

 Increased ARR to 93% over 3 years timespan. Achieved CSAT Score of 86% across entire Helpdesk NPS Score of 55 at DOE increased to 72 over 3-year timespan. Minimized customer Churn by 15% by negotiating pricing and fees, while ensuring thecontinuation and enhancements of services. Improved efficiency of deployment, maufacturing, and development of Winslates by 80%utilizing Clonezilla imaging software. Zero team turnover over 3-year period. Developed the Winslate Dashboard for Winslate 12, and ProSlate 11 ALS devices. Created new images for Winslate Adapta ALS device and deployed new AAC IRIS Bond Duoand Hiru eye trackers Implemented “Three, Two, One” backup strategy for company data and recovery processesutilizing Synology NAS Replication and offsite Datto workstation & server backups. Implemented remote workforce during the Covid-19 Pandemic Achieved a 98% uptime throughout the process. Drove Development and implementation of product across 3 model types while maintaining

 Achieved CSAT Score of 87% Achieved ARR of 82% leading to promotion of on-site technician of one of largest clients,managing 5 sites and supporting 80 Users Assisted in infrastructure upgrade for nation- wide client across 160 stores Microsoft Server & PC Operating System and Software Experience Managed new and existing Backup Software Products for 115 clients nation-wide Deployed new network solutions to multi-site clients (ranging from 5 sites to as many as 160) Created and maintained comprehensive customer facing knowledgebase articles for internaland external use. Monitored metrics and developed actionable insights to improve efficiency and performance

 Achieved CSAT score of 96% with this on-site client Zero customer churn, zero team turnover. Implemented image-based deployments increasing PC deployment times by 2.5x Served as part of a single point of response for the School-wide technical needs -Functionedas the primary trainer of new workers & teachers -Maintained a database of hardware andsoftware -Acted as a liaison between the Helpdesk and Led process improvement and problem-solving efforts to create standard procedures andescalation policy for customer support team. Mentored team members to promote productivity, accuracy, and commitment to friendlyservice.

 Decreased resolution time from average of 2.5 hours to 49 minutes across all campuses Achieved CSAT of 75% or higher for first time in Campus's history Implementation of Motherboard App decreased incoming ticket queue by 56% throughautomated, chat-based troubleshooting feature. Drove development and Implementation of Motherboard App. Zero team turnover. Implemented Weekly Wednesday Workshops, leading to decrease in incoming tickets fromTeachers, Staff, & Administration by 18% Recruited, trained and supported help desk technicians and representatives. Deploy printers, computer sets, scanners, and various other equipment around campus andtrack which buildings andoffices have what equipment.

 Battalion Soldier of the Year 2009-2010 Battalion Soldier of the Quarter (x2) Wrote High Impact Mission Reports and reported directly to O6, Colonel during 2009-2010 IraqDeployment. Army Presidential Unit Citation, Meritorious Service Medal, Army Commendation Medal, ArmyGood Conduct Medal, Armed Forces Expeditionary Medal, Armed Defense Service Medal,Army Achievement Medal, Iraq Campaign Medal Supervised and conducted Human Intelligence (HUMINT) Collection Operations. Operationsinclude screenings, debriefings, interrogations of civilians on battlefield (COB), enemyprisoners of war (EPW) and detainees to establish priorities for exploitation; source operationswithin area of intelligence responsibility; triage and exploitation of captured or confiscateddocuments and media. Identified adversarial elements, intentions, compositions, strength, dispositions, tactics,equipment, personnel and capabilities. Prepared highly detailed intelligence and administrative reports; utilizes communicationsequipment; capable and trained in use of interpreter/translator operations; underCounterintelligence (CI) supervision, plans and participates in CI source and Force ProtectionOperations (CFSO). Conducted debriefings and interrogations of HUMINT sources. Used strong analytical and problem-solving skills to develop effective solutions for challengingsituations