•Work collaboratively with marketing on the coordination of Webinars/Podcasts/Product Showcases. •Assist in designing, organizing and executing campaigns for our New Logo Sales teams through the use of Sales Engagement tools like High Velocity Sales, Consensus, Seismic, LinkedIn Sales Navigator, Zoominfo, and DemandBase.•Attend and participate in trade shows, including initial prospecting to drive traffic and assisting in coordinating content.•Consistently provide the most up to date communication to our sales teams regarding marketing literature, updates, webinars and podcasts.•Manage the inbound leads process, handling distribution, managing lead flow, providing lead training to Account Executive’s, responsible for lead assignment process flow creation, qualifying and keeping up communication with an internal lead generation team regarding volume and conversion.•Management of New Logo sales territories. •New Logo and Inside Sales Technology Champion. Taking part and contributing to new software and service rollouts. Responsible for providing additional training to our sales teams as it relates to Consensus, Zoominfo, DemandBase, Salesforce, High Velocity Sales, LinkedIn Sales Navigator, and G-Suite.•Lead team projects that will help build pipeline and drive revenue. Handle special projects and reporting requests for for the New Logo teams when they arise.•Provide New Logo and Inside Sales support as it relates to training, creating proposals, converting leads, out of office support, contract submissions and reviews.•Administrative responsibilities of Salesforce database for New Logo and Inside Sales as it relates to adding AE/AM to accounts, monitoring account assets, account systems, employee counts and contacts and account/opportunity cleanup/oversight.•Responsible for working collaboratively with VP’s, AVP’s and AE’s on creating and running reporting and providing insight on Dashboard creation and management.

*I sell InVerify which is a competitive and separate employment and income verification service offering to Equifax's The Work Number.

*InVerify was acquired by Equifax in October of 2019, but we still operate as a separate service offering to The Work Number*•Member of the Work Force Solutions Team under Alliances•Answered customer and client inquiries via phone, email, fax, and Secure File Transfer Protocol (SFTP) in a fast and efficient manner to exceed company and client satisfaction requirements.•Assisted the Operations Manager in client escalations and processing concerns in order to allow more time for data reporting requirements.•Utilized two marketing databases to generate sales outreach opportunities for future business development.•Pursued potential business leads to generate interest and set up demos of company’s services.

*InVerify was acquired by Equifax Workforce Solutions, tenure grandfathered in*•Completed a six to nine-month training regimen on mastering Customer Support responsibilities with the goal of managing a team of representatives.•Obtained master level proficiency on five investigative systems as a means to verify income and employment histories.•Answered customer and client inquiries via phone, email, fax, and Secure File Transfer Protocol (SFTP) in a fast and efficient manner to exceed company and client satisfaction requirements.•Assisted the Operations Manager in client escalations and processing concerns in order to allow more time for data reporting requirements.•Utilized two marketing databases to generate sales outreach opportunities for future business development.•Pursued potential business leads to generate interest and set up demos of company’s services.

•Managed a team of 15-22 employees by providing feedback on an on-going basis through live listening and call evaluations which improve employee performance and retention.•Interviewed, hired, coached, trained, and developed employees to exceed position expectations and drive job satisfaction.•Created and delivered Annual Performance Appraisals; composed performance improvement plans; imposed discipline up to and including termination.•Fostered inter-departmental relationships to improve processes and provide ongoing feedback. •Implemented and tested a new debit card authorization strategy and trained multiple other teams to track progress and assess potential errors.

•Participated in cross-department rotation to broaden business knowledge and support department strategies to improve the customer experience.•Utilized individual statistics and Credit Policy compliance reporting to assist supervisors in providing feedback to employees on an ongoing and regular basis to ensure the highest quality of work is being performed.•Provided real-time employee feedback and ensure service standards are exceeded.•Supported store sales and growth of Nordstrom Rewards program while empowering employees to do the same.•Led by example in taking escalations and answering complex questions while providing timely and efficient follow up.•Communicated with both employees and management team regarding upcoming events, projects, updates, store openings, and sales.•Screened and interviewed potential new employees for the Service Center.

•Responded to customer inquiries received through mail, email, chat, or text message using Secure Messaging, Instant Service, email, and letter correspondence.•Applied knowledge of multiple Nordstrom Credit products and programs through Customer Digital Account Management tools.•Supported store sales growth of Nordstrom tender and Rewards programs by educating customers on its platform and benefits.•Developed and maintained relationships with store Managers, Service Experience Managers (SEM), and Regional SEM to coach tender best practices and communicate losses and card association fraud warnings. •Analyzed store chargeback reporting and prepare training suggestions and ideas for identified trends to reduce bad debt losses.

•Processed account maintenance through direct correspondence or reporting as well as adjustments for customer accounts.•Coded and filed bankruptcy cases with appropriate authorities.•Took incoming and make outgoing calls to customers, agencies, and attorneys.•Opened debt management accounts and update credit bureaus as necessary.•Validated accounts for various reasons including Rewards, APR, or compliance and debt sales.•Worked various account queues to correct, adjust, or update customer accounts for Rewards points, compliance, or other reasons.•Reviewed and coded accounts when legal documents were received and verified deceased notifications and coded accounts accordingly.•Supported the Service Center by taking overflow calls as needed.•Created and maintained department procedural documentation.

•Continued all necessary aspects of Credit Service Specialist with added duties.•Handled and evaluated applications for Nordstrom products through strict guidelines to secure new Nordstrom reward customers.•Processed and reviewed accounts for credit limit increases to boost spending in stores, while keeping customers accountable for credit lines.•Granted purchase authorizations if warranted to assist store representatives to drive revenue on Nordstrom products. •Took escalated calls from other credit service representatives while remaining calm and collected.•Gathered information for disputed transactions and advise customers on processes to resolve issues; dispute types include NOA’s, chargeback’s, on-us, and non-Nordstrom. •Ranked 3rd in company during first month following promotion to this role.

•Displayed excellent customer service, which exceeds world class service expectations, through the utilization of multiple pieces of software.•Possessed high level of critical thinking skills, which allows independent work and ability to drive service, accuracy, and productivity through my customers and my peers. •Maintained utmost level of discretion and confidentiality regarding company practices and policies and when working with customer accounts.•Provided direction to customers and stores with relation to debit, retail, and visa accounts in accordance with banking and legal practices.•Completed maintenance and other necessary tasks to ensure customer’s information is current and up to date so that transaction processing and billing are seamless.•Post training, reached incentive goals for two months consecutively by exceeding company standards.•First candidate selected from my training group to enter Senior Service Specialist Training.

•Provided direction to 300+ active students attending 15 different campuses and spanning five undergraduate and two Master’s levels programs. •Increased student retention by 11% over a one-year period by utilizing an improved call strategy. •Extended coverage assistance to peers, backup responsibilities for management, and acts as a team lead.•Reviewed weekly retention reports to identify trends and create action plans. •Counseled individuals to help them understand and overcome personal, social, or behavioral problems affecting their educational or vocational pursuits.•Delivered superior customer service to students and internal staff as demonstrated in end of course surveys, Net Promoter Surveys, and internal recognition programs.

•Developed workshops for Career Management (PDC 200) classes to instruct students on building and creating resumes/cover letters, as well as searching for employment and internships.•Supported students in locating and obtaining jobs related to their degree of study with an overall average employment rate of 80% of those graduating.•Networked with local area businesses and companies and informed students of possible job opportunities in their field of study.•Coached and evaluated students on their ability to act and interview in a professional setting.•Monitored and supervised college work studies for Career Services Department.•Invited guest speakers and held impact panels to talk about industry trends, expectations, and changes in the business world.•Required needs assessments of students to ascertain areas of strength and improvement for department.•Electronically distributed weekly blasts on degree-specific opportunities for graduates and alumni.

•Empowered students on a regular basis with tools necessary for writing concise professional resumes and cover letters, performing adequate job searches, and being comfortable in interview setting.•Played integral part in boosting Student Satisfactory Inventory from a 4.21 to a 4.33 on a 5 point scale, which was the highest among all Westwood campuses.•Kept average of 98% of new students employed within at least a part-time job, which exceeded all past marks.•Taught sections of Success Strategies (PDC111) on benefits of Career Services Department, importance of success in workplace, acting and dressing professionally, and building resumes.•Created job packets for current students to provide motivation and assist in their job search.•Attended job fairs to build relationships with potential employers and non-profit organizations in order to assist students with possible job prospects.•Organized job fairs three times a year, enabling students to meet with prospective employers and build networking skills.

•Upheld framework for many of the activities that are vital to student services, student fulfillment, and student events.•Examined student satisfaction, coordinated problem resolution, and generated accurate reports.•Performed student advising/mentoring and retention efforts (i.e. absentee tracking and phone calls, and weekly retention meetings).•Spearheaded various employee retention efforts, specifically Student Advisor Mentoring program.•Participated in various new student activities such as testing, registration, and orientation.•Trained all new employees in Student Services through a two week program.•Was acknowledged as software expert for students

• Monitored front end operations and maintained the department.•Provided peer coaching on operational tasks to eight cashiers, two customer service reps, and two finance specialists.•Scheduled staff effectively in consideration of store traffic using scheduling tools.•Recruited, interviewed, and hired non-management staff in accordance with companies hiring policy and procedures.•Promoted company sales and Credit program as well as reduced return/exchange rate to meet or exceed company’s goals.•Maintained accountability for sales floor leadership.•Facilitated communications within and between all levels and areas of the division.•Responsible for opening and closing procedure for cash drawers as well as auditing the safe.•Worked cohesively with other department managers in order to accomplish store results.•Maximized sales potential by spending most of the time on the sales floor, evaluating cashiers and coaching