Managed 2 teams who support 3 different SaaS products with verticals in Field Service Management, Retail POS and Automotive CRM/POS. Continued process improvements and enhancements in HubSpot for the team including: Flight Risk tickets to track potential churn, cancellation requests and proactive campaigns to prevent churn. Drove adoption of HubSpot as a CRM and ticket tracking platform for the other SaaS products within the business. Copy and paste processes that I developed to the other teams to Drive efficiencies with inbound chat, email and call queues.Continued impeccable call metrics.Drove significant improvements in SaaS churn rates and maintained an average churn rate of under 2.5%.Strong HubSpot knowledgeReported monthly and quarterly metrics and efficiencies to C suite.

Managed a team of 8 customer success reps, in office and remote, taking inbound calls, chats and emails from customers using a field service management SaaS product. Spearheaded the transition from Salesforce to HubSpot as a CRM, Call tracking, inbound chat and email, as well as ticketing pipelines to keep track of Bugs submitted to the development team.Developed processes to improve retention, call metrics, ticket tracking, and customer support. Drove improvements in call metrics with abandon rates under 4%.Reported progress and metrics to C suite in monthly and quarterly calls.

Lead a team of 3 other customer success reps taking inbound calls, chats and emails from customers using a field service management SaaS product. Compiled metrics for these reps to roll up to the operations manager.

Took inbound calls, chats and emails from customers using a field service management SaaS product. Provided the highest level of support and service to my customers.

• Managed accounts upwards of $1.5M• Identifying, positioning complex computer, networking and storage solutions• Help drive adoption and maintain top account with key stakeholders• Converted 15% of all prospect accounts into sales customers, surpassing sales target of 5%• Generated analytical reports to influence renewal business and drive customer adoption• Design and deliver product demonstrations based on the customer’s requirements and help drive customers toward purchase using expert technical knowledge• Maintained and enhanced customer satisfaction by providing ongoing, proactive support for customer life cycle, promoting a positive experience when working with Dell and overall brand

• Trained partner Sales Reps on product knowledge & services• Aligned ZOOM go-to-market strategy with Partner strategy and priorities, increasing return on investment by 10% within the 1st quarter• Created partner enablement plans, saving current customers 5%, ($5k, per client)• Managed communication of Channel Partner Account Managers and Solution Engineers with ZOOM Sales Directors and Architects to ensure account synergy.• Prospected & presented new business inquiries to Executive Management, valuing 10% growth (accounts upwards of $200k) opportunities through new business opportunities

• Prospected new IT companies to establish partner relationship• Acted as an advocate and trusted advisor for all ZOOM Channel Partners.• Created partner recruitment & enablement plans, ensuring current company processes• Align ZOOM go-to-market strategy with Partner strategy and priorities, increasing customer leads by 12% (7-10 new qualified leads per week)

• Main point of contact for clients (up to 25 appointments/daily) bringing their car to the dealership for service, repairs or issues• Built a portfolio of steady business, including loyal & returning customers• Created a new, clear process for team members to easily access customer data and analysis• Increased repeat business by 15% from the previous fiscal year by understanding client needs and creating a pipeline for future services

Assist customers with making the right firearm purchase, accessory purchase and answer any questions they might have related to firearms. • Customer facing sales of firearms, ammunition and accessories. • Improved my knowledge by independently researching brands, models, and calibers and how they relate to customers choices. • Gained technical and sales experience in the firearms industry.

Filed recordings and music written by staff writers into the database for ease of searching. Served as assistant studio engineer to lead engineer by testing signal flow from microphones into the recording console and system.

• Managed celebrity functions as main point of contact to ensure entire event was conducted professionally and efficiently• Managed all sound and lighting equipment during concert performances for audiences up to 150 capacity• Troubleshot any technical problems with multiple TV and audio sources & computer tech to support.

Call Center Representative for Technical Support Team. Took inbound or transfered calls to resolve issues with Blackberry, Windows Mobile, Android and Mobile device platforms, resolved issues with the mobile network and billing accouts, as well as provide customer service with any and all account issues.

Take inbound calls from customers and assisted in billing inquires, new phone questions and selling, and provided basic tech support. Promoted to Technical Support team after about a year.

Held keys to the store and safes, managed 15-20 sales associates and department managers, maintained the overall quality of the store’s appearance, worked directly with customers in every part of the store, and maintained sales.