Amber Roberts Email and Phone Number

• Effectively oversaw and/or directly on-boarded all new accounts, including Fortune 500 companies.• Developed detailed discovery surveys which explore the customer’s current state / desired future state from the start of on-boarding.• Prepared training materials and conducted training session through webinars as well as on-site group training depending on customer requirements.• Constructed training content and materials used by system administrators across all customer accounts (all customer administrators).• Developed detailed implementation project templates across all application modules, including a master template, which spanned across all 6 application modules and housed more than 1,000 individual project tasks.• Introduced data setup / launch diagrams and workflow templates used by customer administrators as well as for internal training.• Illustrated complex administrative processes within the TalentGuard application by creating decision tree diagrams, which were utilized by the TalentGuard Engineering and Customer Success teams, as well as customer administrators.• Successful in gaining testimonials from 80% of customers post-launch.• Implemented on-going external release communication process and plans, including content.• Facilitated the creation of a knowledge-base, which was utilized both externally and internally.• As the product expert, heavily participated in the development of requirements and testing of product enhancements and UI/UX improvements.• Assisted in developing the process for bridging the gap between product management and the solicitation of product feedback from our existing customer base• Responsible for logging and tracking customer reported bugs and enhancement requests and seeing them through resolution, including QA.• Created test plans for QA, executed by Customer Success, in an ever-changing business environment.• Responsible for creating and updating detailed 3-year projections for support and on-boarding load.

• Organized, assembled and executed all major projects related to site re-designs.• Led Brand to highest revenue totals since inception.• Sole coordinator of all back-end administrative outlets, including: 3rd party supplier agreements and payment processing accounts, site pricing agreements, site policy pages and customer FAQ engine.• Implemented and managed all customer service related tools for a customer base of nearly 175K active customers. These customer service tools included call center software, online surveys, social media, and live chat.• Coordinated site quality assurance as well as monitored the resolution to any issues via the company trouble ticket system.• Maintained site catalogs by resolving pricing, description and illustration discrepancies.• Assembled monthly Brand sales and site traffic reports.• POC for 3rd party supplier support and technical assistance. • Ensured Brand quality was continually being maintained by monitoring and confirming customer service provided by 3rd party supplier met and exceeded company standards. • Recruited, setup, and trained 3rd party suppliers.

• Directed workflow by hiring, training, and supervising a staff responsible for customer support and retention for over 1,200 customer eStores.• Responsible for the initial deployment of processes and best practice procedures for an internal centralized trouble ticket system used throughout the company. Was the continued authoritative figure for the trouble ticket system, including: enforcing proper usage, overseeing and reassigning all new tickets to Development as well as the follow-up on pending tickets, and formulating temporary work-around solutions.• Solely responsible for the composition, distribution, and analysis of results of customer surveys for a brand containing a customer base of +100K.• Managed all portals of customer communication including GetSatisfaction.com, and social networking sites such as Facebook and Twitter.• Aggregated and distributed incoming website sales leads as well as assisted Client Services team in the accumulation of new sales leads.• Oversaw quality assurance and testing of company's software solutions to ensure a superior product and maintain customer satisfaction.• Established and maintained an after-hours emergency support line enabling customers to receive assistance for high priority issues during the evening and weekend hours.• Facilitated all communication between the Client Services, Sales, and Development teams.

• Coordinated all tradeshow logistics, including: maintaining yearly tradeshow budgets, determining the yearly tradeshow calendar, securing booth space, the shipping of tradeshow booths and audio/visual equipment, the preparation (and design if needed) of all printed materials and audio/visual presentations, the booking of air travel and hotel accommodations for all company attendees and executives, attend shows as needed.• Composed and/or maintained all internal and external sales and marketing documentations and presentations.• Update all technical documentation and product manuals as new product versions were released.• Initiated and instituted all website content updates and maintenance. • In-office contact for all marketing related phone and email inquiries.• Constructed monthly forecasting reports for sales team and prepared weekly master report for executive management team.

• Generated revenue for employer by means of cold-calling within a designated sales territory. Responsible for lead generation, execution of outbound calls to perspective clients, and closing the sale.• Coordinated all online web-meetings related to product demonstrations and marketing, including: scheduling, planning, and execution.• Constructed monthly forecasting reports for sales team and prepared weekly master report for executive management team.• Responsible for conducting all remote and/or off-site installation of solutions for closed sales and performed customer trainings. Was the main point-of-contact between sales and development team.• Advised all customers and sales representatives on all hardware and software related support issues. • Composed, distributed, and analyzed results of all customer surveys.