Alex Luther Email & Phone Number

Remote

Kent, Wa

* Collect, maintain, combine and improve reports from multiple channel partners and sources.* Schedule and coordinate in-store demos with internal staff, vendors and independent contractors.* Review after action reports on effectiveness of demo’s and promotions.* Schedule all Events & Conferences.* Work within assigned budget to coordinate sales strategy.* Update and maintain sales CRM (salesforce) and tools.* Review store/chain performance and implement promotions with distributors or with individual Chains/Stores* Data Mining

Greater Seattle Area

•Serve as Business owner and project manager for CRM change initiatives•Gathers business requirements from sales•Filters, prioritizes and socializes the initiatives•Works with other functions to surface constraints and find mutually beneficial solutions•Drives the initiatives to completion•Manages sales readiness projects – ensures that new products and projects are ready for adoption and engagement with the sales organizaiton•Develop strategic messaging for the sales organization•Forge deep relationships with sales and sales leaders to receive feedback and anticipate the needs of the sales organization•Responsible for oversight of Quoting, Order Entry and associated downstream processes such as:•Bookings verification•Corporate communications on significant process changes•Process training•End-to-end ownership for accuracy of data entry and correct booking values•Responsible for Software and Subscription quoting and OM•Assist in the development of new policies and procedures to streamline processes•Work closely with IT and key internal constituents to develop best in class CRM processes for usability & adoption•Develop standard sales cycle processes•Work to leverage SFDC to utilize inherent functionality not currently adopted•Serve as backup for other sales operations functions such as forecasting, reporting, and commissions•Maximize customer relationship management (CRM) processes and tools•Continue to leverage Salesforce.com and Oracle tools and implement best practices.•Identify potential 3rd party integration partners to improve utilization of SFDC•Identify potential training needs of Sales and Sales support teams

Greater Seattle Area

Gathers customer information to solve the problem which may involve executing existing scripts or writing basic scripts, identifies deeper-level root causes of the issue or systemic patterns among multiple issues, and conducts additional research if necessary. Communicates resolutions in their entirety to escalated customer issues internally and externally. Identify training gaps and trains Contact Center employees on resolving issues and provides follow-up support for their customer calls, as needed. Writes thorough knowledge-base articles and documents accurate solutions in CRM for more complex issues. Conducts data mining or research projects to determine if the issues are system-wide, defects, or errors.Facilitates cross-department escalations and notifies Development when there are issues or patterns of issues requiring their assistance and works with them through resolution; provides voice of the customer to influence and drive product improvements so that issues are resolved before reaching customers to ensure ease of use.Facilitates communication between internal Customer Support teams and vendors or external partners. Proactively notify customers of any activities related to their product, including: technical issues or product upgrades. Assist with process or application workarounds to help alleviate workflow challenges.Reports on top support challenges to Sr. Management and works with multiple stakeholders on an action plan to resolve.

Colorado Springs, Colorado Area

Provide member service and/or facilitates product acquisition through various channels.Contributed to enterprise business goals through enterprise referrals and relationship building.Acquired and applied developing knowledge of products, services, and processes. Recognized life events to understand member's needs and provided advice in order to deliver appropriate solutions to the member, relationship sales.Specific product knowledge in Personal Lines Insurance & Consumer Lending. Licensed Personal lines agent (multiple states).Responded to customer inquiries via multiple channels in a call center environment while meeting or exceeding all measurable goals.

Greater Seattle Area

Cultivates a broad understanding of customer business objectives and internal technologies; applies broad knowledge of products and solutions to align to customer needs.Facilitates customer status calls to discuss product upgrades or changes, and understand and document technical issues experienced by the customer with existing products; asks in-depth questions to ensure technical issues are uncovered.Participates in root-cause analysis meetings post-resolution for large scale technical issues (e.g. system crashes).Prepares and communicates weekly and monthly summary updates to customers.Analyzed individual customer accounts to identify trends of customer issues (e.g., case volume by product and priority, resolution process, defects logged by product/system) presented reports to management and customers.

Greater Seattle Area

Wrote and implemented best practice procedures across multiple locations.Trained staff on new software and processes. Worked with CFO, IT, Dept managers and production staff to implement changes.Company Agency Management System administrator.Started migration and training process for new software across companies.Created standardized reports to use across company utilizing Crystal Reports.Vendor & Trainer contact.

Greater Seattle Area

Worked with Business Process Outsourcing team to offshore department. Assisting management of workflow for Internal, Offshore and Temp-hire teams.Worked on-site at India location to train replacement and assure proper implementation of procedures were taking place.Tracked, analyzed and forecasted workflow volumes. Delegated projects and work assignments to staff. Monitored employee productivity and accuracy. Daily use of MS Access and Excel.Successfully managed workflow volumes for one hundred fifty employees.Department leader, Worked collaboratively with sales executives, compliance officers, state departments of insurance and national agencies to maintain legal compliance.Designed a standardized excel spreadsheet for tracking producer appointments and terminations.Consistently maintained above average production, QA, and service level numbers.Responded to inbound phone inquiries from agents regarding personal lines insurance, underwriting guidelines, and software product usage. Answered calls relating to various aspects of policy, underwriting, and software servicing, which includes helping agents maintain company integrity, intentions, and profitability through education and discipline in the use of resources.Responded to customer inquiries via multiple channels in a call center environment while meeting or exceeding all measurable goals.

Education record

Education record