Shelby Weeks Email and Phone Number

Passionate about creating exceptional customer journeys while driving business growth, I bring a unique blend of strategic vision and operational expertise to the role of Director of Customer Experience (CX). With a focus on aligning customer satisfaction with sales and revenue goals, I excel at building scalable processes that enhance loyalty, increase retention, and identify growth opportunities.In my career, I’ve led transformative initiatives that optimized customer engagement and delivered measurable business outcomes. From collaborating with cross-functional teams to designing innovative client-centric strategies, my work ensures customers are not just satisfied but inspired to stay and grow with the business. My approach combines data-driven insights with a deep understanding of customer needs, enabling me to unlock new opportunities for upselling, cross-selling, and long-term value creation.I thrive on fostering collaborative, high-performing teams and driving change that makes a lasting impact. Whether building frameworks for scalable growth or empowering teams to elevate customer experiences, my mission is clear: to bridge the gap between exceptional service and sustainable business success.

A Senior Sales Engineer IV at Avaya is a highly experienced professional who plays a critical role in the sales process by providing technical expertise and support to the sales team and customers. Here’s a breakdown of the role:1. Technical Expertise: - Acts as a technical advisor during the sales process, providing in-depth knowledge of Avaya's products and solutions. - Designs and presents complex solutions to meet customer requirements.2. Sales Support: - Collaborates with the sales team to identify customer needs and develop solutions that align with Avaya's offerings. - Assists in the creation of proposals, presentations, and demonstrations to effectively communicate the value of Avaya products.3. Customer Interaction: - Engages with customers to understand their technical and business needs, translating these into solutions. - Provides post-sales support to ensure successful implementation and customer satisfaction.4. Product Knowledge: - Maintains deep knowledge of Avaya’s products, services, and competitive landscape. - Continuously updates technical skills and product knowledge to stay current with industry trends.5. Mentorship: - May provide guidance and mentorship to junior sales engineers or team members. - Shares best practices and technical knowledge with the broader sales team.Experience & Qualifications:- **Experience:** a Senior Sales Engineer IV would have significant experience (often 10+ years) in technical sales, specifically in the telecommunications or IT industry.- Technical Skills: Strong expertise in telecommunications solutions, particularly Avaya’s product suite, including VoIP, contact center solutions, unified communications, and collaboration tools.- Sales Acumen: Ability to align technical solutions with business needs, demonstrating ROI and value to customers.

● Spearheaded pre-sales activities, collaborating with sales teams to understand customer needs and provide customized CCaaS/UCaaS technical solutions.● Conducted product demonstrations and presentations for potential clients, showcasing the technical capabilities and business benefits of the company's solutions.● Worked closely with clients during the sales cycle, addressing technical concerns and ensuring a smooth transition from sale to implementation.● Collaborated with product development teams to provide customer feedback and contribute to product enhancements.● Achieved OTE of $2 MM increase in sales within the first 20 months.● Conducted training sessions for clients, contributing to increased user adoption, and provided ongoing technical supportto ensure customer satisfaction.● Conducted thorough testing of integrated systems, identifying and resolving issues to ensure optimal performance.● Documented integration processes and provided ongoing support to clients during and after implementation.● Contributed to the development of integration best practices and knowledge-sharing initiatives within the team.● Led end-to-end integration projects, collaborating closely with clients to understand their unique business processes andtechnical requirements.● Developed comprehensive integration plans, ensuring compatibility with existing systems and meeting client objectives.● Conducted in-depth assessments of client infrastructure, identifying potential integration challenges and proposingeffective solutions.● Worked closely with development and engineering teams to customize and implement integration solutions, ensuringseamless functionality.● Conducted user training sessions, empowering client teams to maximize the benefits of integrated CCaaS solutions.● Ensured adherence to best practices and industry standards in CCaaS integration.

To improve the quality of life by assisting mindful thought leaders of the medical device industry.Love the team, product and company but my heart lead me directly back into Sr. Solution Engineering/Architecture work.

● Successfully onboarded and managed a portfolio of new clients, ensuring a smooth transition and high satisfaction levels.● Conducted market research to identify potential clients and industry trends, contributing to the development of targetedsales strategies.● Built and maintained a robust sales pipeline, consistently meeting and exceeding quarterly and annual sales quotas.● Collaborated with the customer success team to address client needs, resolve issues, and drive customer retention.● Consistently exceeded sales targets, achieving 130% increase in revenue over 12 months.● Identified opportunities for upselling and cross-selling within existing accounts.● Established and maintained strong relationships with key clients, serving as a trusted advisor and understanding theirunique business needs.● Collaborated with cross-functional teams, including marketing and product development, to ensure alignment with clientexpectations and market trends.● Conducted product demonstrations and presentations, effectively communicating the value proposition of SaaS solutions.● Negotiated contracts and pricing agreements, ensuring favorable terms for both the client and the company.

Senior Solutions Architect ● Requested and identified desired case studies for presentational facts.● Developed and identified financial impact of product and services.● Reorganized the department into SDR and Account Executive territories, and restructured the sales process.● Increased revenue by 104% per tap fee and by 102% for activation fee.● Partnered with local sales leaders and organizations to increase SQL's.● Automated SDR outreach through Pardot engagement programs.● Provided mock calling sessions with members of the team and implemented mock call grading rubrics specific to SDR’sand Account Executives.● Developed onboarding and process workflow for all new sales team members.● Facilitated travel to all new clients between the US, Canada, and Mexico.● Provided on-site training, account setup, and consultative reporting and analysis on customers product line-up, bestpractices, and software management.● Pulled and analyzed sales data to identify trends in beer sales.● Worked directly with the customers to increase satisfaction and product efficiency by ensuring they are up to date onsystem and product improvements.● Increased customer compliance to over 95% within the first three months of production.● Created tailored communication to new clients based on their respective positions/roles.● Established retail and distributor sales penetration in multiple territories.● Developed relationships with distributor/reseller field sales forces to identify target accounts and facilitate introductions to owners/decision makers.● Developed and managed partnership opportunities within multiple territories.● Maintained relationships with owners, general managers, bartenders and staff to ensure systems are being used andretailers are achieving desired results post installation.● Updated lead, opportunity, and account information on a timely basis using Salesforce CRM.

● Generated and processed new business while maintaining and nurturing relationships with 1000+ accounts.● Prepared weekly confidential sales reports for presentation to management.● Managed the internal and external channels of our partner program.● Tracked all data and activity within Salesforce.● Contributed the most sales during my tenure resulting in over $320,000 in new (UCaaS) contracted monthly recurring revenue.● Launched and sold multiple new-to-market SaaS product lines.● Identified competitive advantages for newly launched Fathom Voice products against current marketplace and developstrategies to gain market share.● Created value statements, messaging, and cadences for the sales team for different campaigns relating to new products.● Created and followed a set outbound sales cadence, which includes hunting and prospecting, crafting personalized emails,and making cold calls to potential prospects.● Qualified potential prospects through initial cold call and discovery to customize and sell the appropriate solution.● Negotiated and closed complex deals with business owners, executive, and C level contacts.

● Responsible for hiring, training, and managing a team of four direct reports.● Oversaw all functions of Fathom Voice's technical support department including client retention, networking issues,onboarding of clients, carrier relations, and vendor management.● Maintained a 98% satisfaction rating from customers.● Daily management and administration of different software systems and databases.● Created integrations within our client contact center & CRM.● Built Salesforce processes to better automate across all Fathom teams.● Set proper expectations and have transparent conversations with clients and employees.While overseeing the team, maintained a 98% satisfaction rating from customers. Daily management and administration of different software systems and databases Created Integrations within our Client Contact Center & CRM