Monica T. Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Manage solution development for a leader in advertising management and media traffic technology for cable networks, TV stations and radio stations. Act as the Customer Success manager while owning client relationships, coordinating projects and advocating for client needs. Grow 50 client accounts while delivering maximum product ROI and identifying up-sell and cross-sell opportunities to drive incremental revenue. Collaborate with sales, product, development, marketing and support teams to discover and deliver client solutions. Support solution implementation and drive product adoption across client organizations. Monitor customer health reports to ensure customer happiness and engagement. Build dashboards, reports and document client projects and communication with Microsoft Dynamics and Salesforce CRM. Support the onboarding and training of new team members. Review service contracts with Corridor Contracts 365. Manage full lifecycle product development projects; monitor project requests, draft statements of work (SOW), delegate tasks and ensure on-time results. Run project budget and customer requested reports. ■ Streamlined the process customer’s use to request complex SQL scripts from the development team by creating statements of work (SOW) templates to simplify the gathering of requirements■ Conceptualized workflow solutions to facilitate estimate gathering; assembled data and worked with the product team to build a requirements analysis document for the development support team■ Noted for exceeding quarterly objectives and key results (OKR) and for managing professional services queues independently, resolving 150 cases and 154 projects in 2021■ Recognized by manager as “the epitome of resourcefulness” while supporting implementation of client solutions; also noted for positivity and strong problem-solving skills

Greater Seattle Area

Organized customer consulting sessions, triaged requests with internal teams and documented project scopes. Managed professional services queues. Developed customer relationship processes in collaboration with cross-functional teams; created workflows for estimate gathering, project planning and project resource assignment. Used Salesforce CRM to track client projects and cases, manage client account info, record client communication and generate reports.■ Introduced process standardization and enhanced cross-team communication on client projects by working across teams to draft statement-of-work (SOW) templates for professional services requests■ Recognized by manager as, “a leading contributor in a rapidly evolving customer success organization” while focusing on understanding customer business needs before proposing solutions; also noted for high EQ and ability to solve complex technical challenges

Greater Seattle Area

(Formerly QuickStart Intelligence, Inc.) (remote)Supported the IT school’s CRM users by providing technical support, resolving user issues and updating user data within Microsoft Dynamics CRM. Produced reports, created dashboards and filters, and managed user permissions. Configured the CRM and generated end user documentation. Monitored data quality and supported data migrations and integration. ■ Wrote standard operating procedures (SOP) for sales and marketing staff and managed sales and operations new-hire onboarding and training

Greater Seattle Area

(Acquired by 360training.com)Organized records and registrations for students at the computer training school. Built sales, operations and ad hoc reports in Excel. Coordinated classroom logistics. Contributed to trade show and marketing events. Processed refunds and researched billing discrepancies. Implemented quality control measures.■ Created the company’s first sales training manual and conducted Microsoft Dynamics CRM onboarding training for new employees

Project Management

Microsoft Sql Server And Dynamics Crm Training

Querying Microsoft SQL Server, Customization and Configuration in Dynamics CRM, Customer Service in Dynamics CRM, Marketing Automation.

Nasm Certified Personal Trainer (Nasm-Cpt) Training

Computer And Information Systems Security/Information Assurance