• Engineered global processes. Developed and implemented standardized global processes to enhance operational efficiency and consistency across multiple regions, ensuring adherence to best practices and industry standards.• Conducted gap analysis. Performed comprehensive gap analyses to identify deficiencies and areas for improvement within existing processes, leading to targeted interventions that significantly improved overall performance.• Worked with executive staff to gain approval for policy changes: Collaborated closely with executive leadership to propose, refine, and gain approval for critical policy changes, aligning organizational objectives with evolving market demands and regulatory requirements.

• Incubated complex product to ensure the product was quoted and sold correctly at time of renewal. Worked cross functionally with SKU, Product, and Global Asset Management teams to correct any data issues that prevented processing of a quote for the customer • Created policy and procedure documentation for incubated products to be shared with the standard enablement team, • Created renewal quotes for services, leading a team that closed the highest number of cases and handled 25% of the workload• Maintained and updated defect tracking system which allowed the enablement team to see data failures. The information drove conservations with the SKU and Global Asset Management teams on how to prevent the issues from reoccurring resulting in an overall 75% decrease in data failures • Supported Stakeholders (enablement, sales ops, sales) with quoting and product inquiries• Provided training to new hires and continued mentoring to ensure successful onboarding. • Recipient of multiple Game Changer awards for outstanding contributions

Riverview is a Specialist Channel Services Agency with a single vision to help IT Vendors plan, manage and execute their Channel Go to Market Programs globally. We manage and deliver business level outcomes, helping our customers achieve measurable revenue combined with world class execution of their Channel Programs.Regionally or globally, we deliver a full range of “Field Proven” programs to provide “Cut Through” execution and results, removing any existing barriers to success. We help solve some of the most complex Channel issues that IT Vendors face;Channel EnablementChannel Pipeline DevelopmentChannel ExpansionChannel CertificationFrom our San Francisco, Boston, London, Singapore and Sydney offices, our Global team has delivered programs in more than 60 countries leveraging 70 years of field experience in delivering IT Channel programs…We understand the Channel business dynamics and importantly what really works in the field.

Coordinate with customers for onsite visits by technicians and engineers in support of In Building DAS systems

• Serve on a 10-person Customer Data Management Team within the Global Service and Deployment department in the Storage Products division.• Supported post-merger system integration, ensuring data integrity between Compellent system of record and Dell Systems. Consolidated 4 databases into 1 database.• Managed and launched system integration into Salesforce.com, developed playbooks and training materials, initiated multiple training sessions, and monitored effectiveness.• Aided global team in achieving $200+ million in POS Services revenue generated from $1 billion in system sales revenue.• Provide case management for Compellent tag conversion, completing 200-250 tag conversions per week.• Support a 40-person sales team and contribute to business and sales support operations including headcount roll up, on-boarding of new hires, purchasing, and event coordination.• Serve as a subject matter expert for customer escalations involving order, case, and web lead management. Provide metrics on backlog, cases resolved, and web leads.• Utilize Salesforce.com to report on install base, contact lists, and customer downloads.• Provide added value by delivering best-of-breed customer lists to analyze customer buying behavior, monitor customer satisfaction, and identify new sales opportunities.• Aided in developing 135 quotes that delivered $225,000 in additional revenue.• Implemented order guides and templates for warranty and support operations, increasing productivity by 20%, cutting lead time by 50%, and reducing error rate from 40% to 3%.• Streamlined data management and order processes for the Europe, Middle Eastern, and Africa and Asia Pacific regions. Trained team members on regional order tools.• Helped build and train effective teams, ensuring proper utilization of up-to-date tools, software, and technologies.

• Promoted 4 times to senior member of a 7-person Customer Care team at a $130 million manufacturer of digital imaging and printing equipment, supplies, and consumables.• Provided comprehensive sales and customer support servicing 100+ key accounts and distributors in the South and West regions.• Completed customer relationship management and system installation support functions.• Processed 100+ phone, fax, and e-mail requests, orders, and inquiries per day.• Served on service management system test and evaluation team. Aided in streamlining service functions from call handling, field engineering dispatch, and problem resolution.• Supported 7-person international sales force, contributing to system installation and support.• Updated and maintained CRM database, researching and revising customer and order data.• Ensured proper and timely distribution of reports, data, and internal correspondence.• Performed order administration and tracking, shipment expediting, rush deliveries, inventory reconciliation, and contract compliance.• Contributed to rapid company growth and expansion and aided in integration of administrative procedures after company acquisition of two other companies.• Aided in relocation and integration of company call center, expanding from 7 to 15 call center personnel. Function as Team Leader for service call logging/dispatch queue.• Played a key role in resolving outstanding order backlog from 6-8 weeks to 2-3 weeks.• Consistently received outstanding performance reviews, high customer satisfaction ratings, and facilitated numerous repeat orders and service contract renewals.• Received 2 performance-based awards for new customer support and expediting orders.

• Coordinated up to 50 services calls and 10 new installation projects per week at a local irrigation and lawn treatment service specializing in system installation and service.• Automated key functions and performed appointment scheduling, proposal development, payroll, A/P, A/R, bank account reconciliation, report generation, and database administration.