Shalyn Roberts Email & Phone Number

Lehi, Utah, United States

- Visits customers onsite at their business locations to establish stronger relationships and gain firsthand insights into their operational dynamics- Serves as the primary post-sales point of contact for a variety of small business customers- Utilizes in-depth product and industry knowledge to drive and increase adoption and utilization of podium products- Helps customers achieve maximum value from products and achieve business objectives- Responsible for identifying opportunities for upselling and cross-selling within existing accounts and partner with expansion account manager to execute growth sales cycle- Proactively engage with customers during the renewal process to secure renewals and drive customer retention.- Develop a deep understanding of each customer's business objectives and industry challenges. - Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage- Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.- Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

Lehi, Utah, United States

- Manage sales operations channel (handling requests from sales)- Onboarding new hires and setting up accounts within Salesforce- Managing Sales spiffs, swag, and SDR sales plan- Organize group events and meetings both on and off-site- Initiate and maintain a good working relationship with the Sales team and also our internal personnel- Manage general administrative tasks, ad-hoc projects, and group events- Support Salesforce on the sales reporting system and sales commissions

Generate business revenue using all sales methods, including cold calls, face to face appointments, prospecting and networking.Make cold calls from provided lists to area companies to build new relationships.Use a full catalog of inventory items (Group Seats, Full & Mini Packages, Food & Beverage Options, Suites, Meetings Space, etc) to customize a comprehensive hospitality package that fits your client's every need.Aggressively prospect and research new sales leads.Conduct face to face sales presentations with prospects and potential customers.Meet or exceed weekly and monthly sales goals in the areas of season, group and partial-plan ticket packages.Record all activity and sales pipeline details in CRM system.Provide superior customer service to clients - existing ticket holders, prospects, and single game customers.Sell other special projects when necessary.Be present at all home games to service your customers, establish new relationships and help manage the game day duties.Attend team and community events for the purpose of making new connections and maximizing sales opportunities.Additional responsibilities as assigned by the Sales Director.

Draper, Utah

● Top notch customer service, including solving problems, answering questions and working with customers to ensure fantastic service to our Top Buyers, VIP customers, and Concierge services● Inbound and outbound customer support (ability to support existing customers, new revenueprograms and/or projects such as VIP).● Advocates and face of continuously going Plus 2 for our fans● Account Management experience with customer retention and account recovery● Supports national events surrounding on-site sales, service and associated duties/activities● Exceeds metrics each quarter, which, recently was selected by Leadership Team to assist on sitein Jamaica to help out newly trained representatives in the buying queue● Key representative and an asset to our VIP team and making sure events and the project run assmoothly as possible● Flexible with overtime needs to support our fans, colleagues, and leadership

Draper, Utah, United States

● Build and maintain real-time, historical and custom reports and analyze trends in a timely mannerto improve the efficiency and effectiveness of the CS organization.● Monitor contact center performance and make real-time staffing adjustments to ensure thatservice goals are met.● Maintains constant communication across departments/sites to acquire and communicate detailsthat influence call volume delivery, AHT or adherence against schedules.● Optimize the use of real-time monitoring tools (Pulse & RTA) and workforce managementtechniques to i mprove resource efficiency and effectiveness● Analyze current days queue performance, compare with staffing plan and previous day'shistorical to develop a course of action to ensure service l evel goals are met.● Set skill priorities and adjust as needed.● Track, address and escalate interrupted work (including system issues) while reporting any significant developments and provides reallocation recommendations to CS leadership.

Salt Lake City

- Secured high-value accounts through consultative selling, effectivecustomer solutions and promoting compelling business opportunities.- Showcased product features to customers and discussed technical details(cost, availability, specifications, etc.) to overcome objections and lock insales.- Handled over 780 accounts while providing above and beyond customerservice (phone, online and in-person). This included following up andresponding to customers, sales inquiries through project or requestcompletion including orders, quotes, product inquiry, pricing, andsamples.

● Provided support for Case Management HRs, emails, and special projects with daily assignmentsdetermined based on business needs● Produced quick and accurate customer issue resolutions that balance the needs of the customer with solidfinancial judgement.● Strived to create engaging, memorable experiences for our fans through authentic, energetic, caringinteractions.● Empathetic to customer concerns and displayed a sincere desire to serve while consistently meeting orexceeding customer expectations.● Drived relentlessly towards meeting and exceeding team performance goals on an ongoing basis, includingproductivity and customer satisfaction metrics.● Helped maintain a positive team environment characterized by a “can do” attitude and high level ofcooperation

Wilmington, North Carolina Area

● Educated clients on procedures of Background Checks, Drug Tests, and clinical compliance for Medical/Nursingstudents● Account Management experience with customer retention and account recovery● Assisted clients on applicant's Background Check and Drug Test results for employers to make safe andinformed hiring decisions to avoid costly litigation and enhanced productivity● Maintained caseload for over 500 assigned University and College programs across the United States● Led customer conference calls, scheduled educational webinars and facilitated onsite client visits to ensure client satisfaction and retention

Wilmington, North Carolina Area

● Managed service level of customer communication including calls, chats, email, web inquiries and cases toensure the highest level of service● Produced daily reports for optimal efficiency through the workplace● Handled elevated customer issues● Provided coaching to team as it relates to procedures and job performance● Identified and provided solutions for systemic issues impacting customers of internal users

Wilmington, North Carolina Area