As a Senior Sales Operations Manager, I will leverage my understanding of sales processes and technology to drive initiatives for optimizing systems. My role involves leading strategic planning, execution, and communication of Trio’s business processes, with a focus on enhancing efficiencies within the sales team. Additionally, I’ll play a key role in supporting technology requirements gathering, implementation, and user acceptance testing for the Trio Team’s technology deliverables.

Bringing business technology to the animals! (And the farmers to help them lead the animals)

Worked to deliver the Executive team's vision of a simple and certain process for our customers, by applying a suite of best in class business applications. Launched and administering a 1000 seat implementation of the Salesforce Service Cloud. Providing business process and platform expertise to business and technology partners while integrating Salesforce Marketing Cloud, telephony/SMS messaging, and RPA to present a mortgage process that delivers increased customer satisfaction - leading to better transaction pull through and repeat business.

Provided leadership to the business and IT in the areas of process analysis, process engineering, solution architecture & the introduction of innovative process technologies. Assembled and directed an award winning Solution Design team that brought Business Process Management and Robotic Process Automation platforms to the rapidly growing organization.

Created process enhancements that drove economies of scale to the business, by applying process improvement concepts and introducing new technologies. Performed process mapping and requirement documentation, gap analyses, and provided recommendations for process and system improvements for operations and back office areas.

Delivered process and system consulting to trade desk participants to assist in defining better controls and processes to mitigate loss on defective loans. Quickly developed an understanding of trade desk processes and performed data analysis and mapping to create efficiencies in manual processes by tuning/designing/developing MS Excel and Access applications. Facilitated process review sessions and documented business requirements, identifying opportunities for enhancements.

Delivered technology enhancements that allowed the business to scale a call center operation, and begin to stand up a new business line. Performed process mapping and requirement documentation, gap analyses, and provided recommendations for process and system improvements for Sales, Marketing (Lead Management), and operations areas.

Ensured a successful experience for Health and Welfare benefits administration clients by consistently supplying top notch process and product support to my internal and external clients. Created project plans and deliverable templates, and managed multiple project teams through successful concurrent Health and Welfare Benefits open enrollment projects. Provided customer service and issue management to each client during open enrollment as well as for the ongoing Benefits Administration services provided.

Acted as primary point of contact for overall operational customer experience, including client data file processing, troubleshooting and solution design for issue remediation. Created and maintained detailed process and procedural documentation for client file processing. Transformed the process and underlying logic for a complex client billing application.

Performed business rule analysis, and configuration of the engine used to apply lender and investor conditions to mortgage loans. Gathered and documented investor and client requirements through facilitation of user groups and analysis of investor guideline release documents. Delivered timely, quality releases of business rule updates to ensure the firm remained compliant with investor and legal guidelines.Managed a pipeline of up to 200 mortgage loans concurrently, consistently delivering high levels of customer service from the initial disclosures through closing of each loan.

As Customer Service manager for an online auction company, I was primarily responsible for ensuring that our customers received top notch service, and that feedback ratings on the auction websites reflected that service. While managing a relationship with a third party, offshore service center I developed processes, procedures, and editorial content to manage a heavy inbound contact flow.Through analysis of vendor reports, review of service representatives’ outgoing email, and consumer feedback I identified service areas needing improvement.Additionally I participated in project management, test planning and software quality assurance for software package and website releases, and assisted with competitor monitoring through analysis of historical pricing and feedback data.

During the transition of Oncology.com operations I provided CRM and Marketing strategy & knowledge to the teams taking over the reins. For a few sessions I participated in the planning required to continue seamless delivery of the community newsletter.I took on the creation of an online art gallery using HTML, from the initial gathering of requirements and collateral to the coding of the website. While somewhat basic, the project provided me a developers view of what goes into the development of even a simple consumer facing website.

I was hired at Oncology.com to take on responsibility for all aspects of an electronic newsletter program, designed to drive website traffic and provide additional saleable advertising space. After analyzing the existing website, I developed specifications for additional onsite email capture points, and the addition of data fields to use for mailing segmentation. I managed the implementation of the Kana Connect outbound mailing system from initial implementation discussions through the point of the production release. Each day I worked with the systems administrators to ensure data quality and turn the mailing program into an integral part of the marketing vision. Within 6 months of the enhancements, the total number of opted-in subscribers grew from nearly 0 to over 10,000 newsletters being delivered per week.

I became the subject matter expert on the business rules and technology behind an inbound email handling CRM system (KANA Response) in a 75-100 seat call center. I was responsible for the development of the call center processes and procedures surrounding the system and training the end users. Analyzed reports and raw data to create better workflow and stronger business rules leading to increased response rates on high volumes of inbound email. Acted as the first level of triage for technical issues, coordinated downtime with desktop support, and met daily with IT to ensure this core application was consistently functioning at a high level.While handling inbound responses to direct marketing campaigns, I partnered with the marketing group to proof and test outgoing email marketing messages to aid in decreasing the service issues related to the retention and acquisition campaigns. As part of my responsibilities I also participated in requirements gathering and QA testing for upgrades to the customer facing website and internal systems.