Gordon Ray Email & Phone Number

Brooklyn, Ny, Us

Top of leaderboard out of 15 sales representatives in booking and holding meetings, trailing 125% of quota for Q4'22.Accelerated business as an independent contributor, becoming top of the quota leaderboards for the quarter.Partnered with 5 AEs to define their needs and share leads that were qualified based on their sales goals, leading to 75% of new opportunities converted as closed deals.Applied a solution-based approach to convert leads by nurturing customer relationships through diligent discovery, exceeding 70% team conversion to 90% independently, peaking highest revenue ($150k) in November 2022.Enhanced customer satisfaction by proactively addressing potential issues related to permitting, wall demos, gas, and plumbing before the customer called, which instilled trust in the remodeling process.

Menlo Park, California, Us

Exceeded Q4 FY’21 daily sales activity expectations of over 200 cold calls, email nurture campaigns, and social media outreach by 25%, demonstrating the fine-tuned ability to juggle competing priorities efficiently. Sourced qualified leads via top verticals and social media, used to create tailored outreach campaigns that produced and delivered qualified opportunities to AEs valued at $1.5M in Q4 FY'21.Analyzed independent and team KPI data from dashboards in Salesforce, Salesloft, and Orum and created presentations to deliver at QBRs to management, emphasizing individual success facts and areas of improvement.Created multiple quick-witted tactics to help AEs determine the best course of action to take for a specific account, which increased engagement. Masterminded objection techniques to get clients to meet with the AE team by discovering their needs and presenting solutions to their pain points, positioning product offerings as an urgent need.

San Francisco, California, Us

Served as the sole SDR booking appointments for 2 AEs while defining a process to engage SMB/MM accounts and a more strategic approach with ENT/STRAT accounts.Established new business opportunities by setting up introductory cold calls and emails to targeted businesses and identifying buying triggers and personas, resulting in a 1:40 conversion ratio of booked appointments with AEs.Developed and executed 15 high-touch email, cold calling, and social media outreach campaigns to engage potential clients and present demos of solutions, which grew the book of business with 30 qualified opportunities. Engaged 25 enterprise brands with targeted and highly personalized individual outreach through email, cold calls, and social media, resulting in 11 qualified leads. Streamlined client activity data in all systems (Salesforce, ZoomInfo, LinkedIn, and G-Suite), maintaining high accuracy of data and research findings as a central point of information.

Austin, Texas, Us

Managed and grew the largest book of business representing $400k in ARR, onboarding 10+ individual employers groups to the benefit enrollment program. Created customer success plans with steps for brokers to save time loading data and insurance plans when developing their online enrollment systems, which increased product adoption, ROI, and service stickiness.Eliminated paper trails and data duplication errors by introducing a new procedure for brokers to enroll employees on-site and in real-time, ultimately decreasing labor time.Bridged communication gaps as the champion voice of the customer with a re-engagement strategy to better track IT tickets and triage issues, resulting in time to resolution down from 3 weeks to 48 hours.Repurposed lessons learned as new internal protocols for building trust with 20 brokers in collaboration with software developers and IT, leading to 80% retention YOY.

Irvine, Ca, Us

Pivoted through multiple roles and projects, including a temporary assignment as PR Associate, 2017 - 2018, supervising CRM testing pilot teams, peer coaching, and onboarding/training new hires. Coached a 20-member customer service team to achieve 88% CSAT, 98% FCR, and 87% SLA within 24 hours.Mentored and coached 100 employees through personalized feedback, consistent checkpoints, and lesson gamification, which led to overarching KPI attainment and higher agent promotion rates by 30%.Led a retention strike team of 25 agents who engaged customers via live chat in canceling service subscriptions, using root cause analysis and alternative solutions to reduce churn by 5% between major product releases.Identified anticipated contact drivers by scoring pre-patch notes and testing the expansion on beta servers, then delegated work to teams, which improved response time and decreased employee research and troubleshooting time.Designed a workflow to spread issue resolution and response tasks across high-performing reps with a 2-step management approval process, translated into supported languages in all regions (US, EU, RU, CN, SG).Attained 24-hour SLAs and reduced queue times after launch by loading resolution responses into the system to decrease customer research time, leading to $2M in cost savings and an 83% first-contact resolution rate.Developed and facilitated 2 one-week training courses for 200 agents on department processes, soft skills, and Salesforce KMS, enabling a resolve-all-in-one approach with a 95% FCR rate.

Irvine, Ca, Us

Managed 30 outlets in the media bullpen and all aspects of access, interviews, photography/film, and press releases to drive public interest in league activity, producing 10 publications and 1 million media impressions.Defined a receiving process for high-value investors with $1M to $5M cash investments to build a league franchise as well as for Media and VIP experiences at Blizzard Arena Los Angeles (BALA).

Irvine, Ca, Us

Responsible for personal monthly and quarterly KPI metrics relating to productivity, customer satisfaction, and first contact resolution.Personally addressed customer issues relating to a suite of global game services, such as account administration, technical support, account security, payment, and general product questions.Supported the launch of six AAA video game titles across the North American and Oceanic regions.Member of a pilot test team for proprietary CRM tool. Interfaced regularly with tool developers to provide feedback and suggestions via face to face meetings and the submission of user stories.

Deerfield, Il, Us

Interacted with Store Management across 6500 stores in United States and Puerto Rico to ensure timely resolution of store issues involving Merchandise and Advertisements.Assisted with the creation of basic automation macros within AS/400 system to reduce time spent by representatives on common tasks.Created policy and troubleshooting documentation to support department and national roll-out of new store equipment.Resolved issues with malfunctioning sales advertisement software at store level through remote support via AS/400 servers.