Zoe Contenza Email & Phone Number

Cleveland, Ohio, United States

• Managed and provided guidance to a 10-member Customer Success Manager team in testing product deployment and refining processes from May to August 2023.• Effectively implemented two process enhancements to increase company efficiency during customer point-of-contact transitions, commencing in the second quarter of 2023.• Identifying critical areas for product improvement by leveraging Salesforce reports, dashboards, Flows, and Excel-based decision-making.• Creating training materials, pitch decks, talk tracks, and supplementary resources for product innovations, increasing employee comprehension, efficiency, and contributing to improved customer retention.

Cleveland, Ohio, United States

• Proficiently managed a 2-member Implementation Specialist team, nurturing their professional growth and accomplishing significant milestones in Q1 and Q2 2022 (attained 100% on KPIs).• Led the onboarding the product manager and sales enablement for company-wide product deployment.• Collaborated with cross-functional teams, including sales, executives, and stakeholders, to ensure timely product delivery, resulting in positive impacts on company outcomes.

Cleveland, Ohio, United States

• Exceeded quota by achieving 133%, generating 12 Sales Qualified Leads in the second quarter of 2021.• At the request of the manager, presented sales pitch and supplementary materials to enhance the efficiency of the Business Development Representative team.• Generated leads through strategic networking and executed targeted outbound calls to prospective enterprise organizations with over 10,000 employees.

Cleveland, Ohio, United States

• Consistently maintained reporting accuracy at 98-100% in a fast-paced, high-volume environment, owing to meticulous attention to detail.• Used CRM to manage caseload and provide documentation with high level accuracy.

Cleveland, Ohio

• Collaborated with clients and courts to investigate and adjudicate criminal records.• Provided training to Operations on reporting in accordance with the Fair Credit Reporting Act (FCRA) and diverse state laws to improve efficiency and employee understanding.• Implemented instructional resources for current and future colleagues.

Willoughby, Oh

• Actively engaged with customers to promote the sales of the latest video games, gaming consoles, accessories, and other gaming products.• Worked collaboratively with colleagues and management to achieve store goals and objectives.

Willoughby, Oh

• Invested in brand awareness to build rapport with customers and strengthen their loyalty.• Led 4 demos on PetSmart products.

Bachelor Of Arts - Ba, Psychology, Cum Laude

Activities and Societies: Dean's List 4 semesters

Bachelor Of Arts - Ba, Sociology, Cum Laude

Activities and Societies: Dean’s List 4 Semesters, Alpha Kappa Delta