Account Manager II/Team Lead (multiple promotions)Customer Account Executive III/IIEnterprise Sales Development Representative II Validity | Tampa, FL Aug 2019 – Present Position: Account Manager II/ Team Lead • Strategic Business Development: Lead strategic partnerships/identify new market opportunities to drive business growth, leveraging industry insights/competitive analysis to inform decision-making and strategy formulation (perfect)• Operational Efficiency: Oversee optimization of sales processes/operational workflows, implementing best practices/innovative solutions improving efficiency, reducing costs, enhancing team performance (perfect)• Manage Sales Development Representatives (SDR); assign/oversee territory assignments • Collaborate with Sales Operations team creating seamless processes• Coordinate with Account Receivables team collecting past due amounts• Train/coach SDRs (e.g., calls, messaging, product knowledge, building sales/outreach, processes)• Maintain daily call activity metrics (e.g., ~75 phone calls, 50 emails, ~25 social selling contact points)• Interview/hire SDRs

• Fraud Detection and Prevention: Proactively identified/investigated suspicious activities to prevent potential fraud, utilizing advanced fraud detection tools/techniques to safeguard customer accounts and company assets (Proactive would be open to interruption, mind need further discussion) Technically would only be when customers called call in but after that I had to proactively research during the case and dig deeper)s • Customer Support and Resolution: Delivered timely/effective customer support, addressing concerns related to fraud/unauthorized transactions, providing clear, actionable advice for resolution and prevention• Dispute Management: Managed the end-to-end dispute resolution process, from initial intake and verification to resolution, ensuring compliance with regulatory standards to achieve high customer satisfaction levels• Training and Compliance: Participated in ongoing training on the latest fraud trends/regulatory requirements, contributing to a culture of compliance/risk awareness within the team and across the organization• Cross-functional Collaboration: Worked with other departments (e.g., legal, compliance, customer service) to coordinate efforts in fraud prevention, dispute resolution, customer education on security practices• Maintain daily/monthly call metrics• Receive inbound calls/respond with qualifying questions; determine customer resolution• Review disputed charges/status; consult with customers to escalate as-needed• Educate customers re: self-service digital solutions for customer service

• Grew business (e.g., clients, customers, product offerings)• Built key business relationships (e.g., vendors, customers, partnerships)• Track and maintain inventory, bookkeeping, sales and marketing strategies• Sales certifications for vendors (e.g., Microsoft Shark, Sony Products, Pro-AV, HP/HPE)

• Prospected possible accounts and leads (BANT) for assigned program (Mavenlink PM software SaaS)• Use a mixture of social selling, outbound cold calling and email to turn prospects into possible clients• Supported with continued training of new hires• Build my pipeline by using my sales funnel to hit monthly goals • Stayed on target daily metrics and monthly goals of SQL’s

• Managed forecasting, tracking reporting daily statistics/trained staff re: daily goals/statics, interacting with customer responses for desired outcome• Facilitated/implemented checks/balances to improve productivity • Audited stores’ assets (inventory, buys, pawns)• Adept in value/resale of consumer-based merchandise; educated associates/team • Collaborated to increase social media, web, community presence for 7 stores; added marketing presence for ads/promotions at company/store level• Training associates across 8 locations re: trends to look for/how to recognize them (e.g., follow local communities/actively seek involvement/giving back to community), and high-end jewelry pieces (e.g., watches, diamonds) providing increased loans/sales• Created marketing sales flyers/programs increasing customer base• Established key relationships with new/existing vendors, expanding product offerings (e.g., only pawn shop offering Seiko products)