Derek Saenz Email & Phone Number

Boise, Id, Us

Boise, Idaho, United States

Ventura, California, United States

Introduced clients to the benefits of performance marketing, demonstrating ways to use GiddyUp affiliate marketing software to expand the reach of their businesses.⇛ Tailored demonstrations of the GiddyUp Partner Platform to expand reach of each customer's business.⇛ Performed detailed analysis of clients’ sales data, distilled insights into stories for presentation to clients, and illustrated the potential growth trajectory based on strategic allocation of funds to performance… Show more Introduced clients to the benefits of performance marketing, demonstrating ways to use GiddyUp affiliate marketing software to expand the reach of their businesses.⇛ Tailored demonstrations of the GiddyUp Partner Platform to expand reach of each customer's business.⇛ Performed detailed analysis of clients’ sales data, distilled insights into stories for presentation to clients, and illustrated the potential growth trajectory based on strategic allocation of funds to performance marketing.⇛ Led cross-functional initiatives involving sales, product, technology, finance, and support teams to formulate client-specific strategies.⇛ Built and maintained strong working relationships, liaised between customers and internal teams, and handled escalated issues to maximize the customer experience.⇛ Interfaced with owners and C-suite executives using consultative selling skills to promote their adoption of visions and strategies (drip and Quarterly Business Reviews); partnered with operators to manage deadlines, resources, tasks, and dependencies.KEY ACHIEVEMENTS➤ Produced YoY growth of at least 100% from 2021 to 2024.➤ Onboarded more than 60 new clients.➤ Managed 20 accounts ($100k - $1.5M ARR), which represented 60% of the company’s business.➤ Delivered $41.9M in sales from GiddyUp’s top two clients.➤ Improved a top client’s sales performance by a factor of 10 (2023).➤ Onboarded 57% of the company’s total clients to its new Performance Ecommerce SaaS Platform in <12 months after its launch.➤ Gathered customer product adoption feedback to shape the product roadmap which led to the creation of 5 new features ➤ Reduced internal completion ticket times by 70% by simplifying categories in Monday.com and creating single-screen templates that enabled copying and pasting for fast onboarding.➤ Used Google Sheets to build an executive dashboard to facilitate data summation and KPI/goal setting; the C-suite used this department summary report for three years. Show less

Built and led a team of 17 web chat service agents who served customers via phone, email, and web chat (LivePerson) to serve Viking customers.⇛ Created recruitment, onboarding, training, and coaching processes for the new team.⇛ Took over escalated customer communications to handle highly emotional customers and unusual scenarios.⇛ Summarized weekly and monthly data into scoreboards and leaderboards easily visible to the team. Implemented contests and other incentives to motivate… Show more Built and led a team of 17 web chat service agents who served customers via phone, email, and web chat (LivePerson) to serve Viking customers.⇛ Created recruitment, onboarding, training, and coaching processes for the new team.⇛ Took over escalated customer communications to handle highly emotional customers and unusual scenarios.⇛ Summarized weekly and monthly data into scoreboards and leaderboards easily visible to the team. Implemented contests and other incentives to motivate team performance.⇛ Handled administrative tasks, such as payroll and PTO approval based on needs of the business.KEY ACHIEVEMENTS➤ Recruited eight tenured Viking agents and interviewed and hired nine new agents to comprise the new team.➤ Developed a “new to chat” training based on the processes of top web chat performers.➤ Elevated customer satisfaction (CSAT) scores by a full point.➤ Established best practices for the web chat function (both sales and service) and developed an internal style guide that included demonstrations, data, and case studies.➤ Created rubrics based on best practices.➤ Exported data from the Live Person chat software into Excel for analysis, reviewing chat text against CSAT scores and rubrics.➤ Utilized data-based insights to assess individual performance, improve web chat processes, and enhance leadership communications.➤ Innovated a system that enabled team members to see their projected annual performance review scores in real time, based on weighted scores and performance metrics; these data informed coaching sessions to drive improvement.➤ Spearheaded the team’s transition to remote work at the outset of the COVID-19 pandemic; provided laptops and headsets to team members and provided technical troubleshooting as individuals set up their at-home systems.➤ Coached an agent on interviewing; helped her build the confidence to apply for and win two promotions. Show less

Woodland Hills, Ca

Utilized web chat (LivePerson) to communicate with travel agents and individual customers, selling Viking cruises.⇛ Learned to use a web chat system that was new to Viking.⇛ Consistently sought out ways to add values to customer and team member interactions.KEY ACHIEVEMENTS➤ 3x $1M Club➤ Built and managed a portfolio of more than 1,000 customers.➤ Ranked among the top 25% of all web chat travel consultants each month and #1 for conversion, revenue generation, and… Show more Utilized web chat (LivePerson) to communicate with travel agents and individual customers, selling Viking cruises.⇛ Learned to use a web chat system that was new to Viking.⇛ Consistently sought out ways to add values to customer and team member interactions.KEY ACHIEVEMENTS➤ 3x $1M Club➤ Built and managed a portfolio of more than 1,000 customers.➤ Ranked among the top 25% of all web chat travel consultants each month and #1 for conversion, revenue generation, and upselling in Jun 2018.➤ Earned a promotion into the supervisory role due to solid performance record, Microsoft Excel knowledge, and attitude. Show less

Woodland Hills, California

Performed data entry, recording property details and photos in preparation for real estate auctions.

Reviewed insurance companies’ databases to identify overcharges.⇛ Regularly achieved 140% of production goals.

California, United States

⇛ Honed presentation skills, speaking before audiences of up to 500 people.⇛ Recruited, trained, and synergized a team of adult leaders to oversee programs for teens in grades 6 through 12.⇛ Identified and corrected a service gap; created opportunities for 6 th graders to become involved in the program, facilitating a consistent flow of future group leaders.⇛ Planned and coordinated events for up to 250 participants and 30 leaders.

B.A. Liberal Studies, Greco-Roman Studies

Master Of Divinity (M.Div.), Pastoral Studies/Counseling