Work History of 8-15 years demonstrated experience with the following:

• Experience working with different programs; SME-PeopleSoft, SME-Salesforce.com, SME-Siebel, Oracle Business Intelligence Enterprise Edition [OBIEE], Hyperion Essbase, SME-SharePoint, SME-Brainshark SME-Web-Ex, SME-Microstrategy and SARS.
• Data Analysis, reporting, Business KPI’s, Dashboards, problem solving and campaign management
• Advanced in Excel, PowerPoint, Word, Visio, MS Project, Access, SME-MS Live Meeting
• Web development in SharePoint
• Presentation development and delivery
• Process and policy development
• Training development and delivery
• Motivated, enthusiastic achiever and excellent team player
• Results oriented and goal driven performer
• Excellent capacity to quickly learn and adapt to a new environment

My relevant expertise, background and significant accomplishments comprise 8-15 years of the following:

• Responsible for reporting analysis, pipeline, problem-solving and implementing process improvements.
• Experience executing company-wide deliverables, programs and initiatives.
• Analytical and documentation skills demonstrate the strong ability to develop methods for evaluating the effectiveness of existing and new programs i.e. Wireline products/services, wireless roaming, VoIP, Enum and messaging services.
• 20 plus years Sales experience in customer relations and sales operations, Quota Setting, Revenue, campaign and other misc. reporting, developing new reporting, and documenting processes.
• Training: ability to quickly learn and deliver new process and procedures which result in a successful outcome that either meets or exceeds goals and objectives
• The demonstrated ability to lead others in the role as: facilitator, program developer, manager, supervisor, mentor and performance improvement consultant.

PROFESSIONAL SUMMARY

Dynamic results driven performerwith significant hands-on experience, with an exceptional track record in streamlining business processes, project/program management, analyzing data implementing new IT systems, websites and process improvements. Offering successful leadership in the areas of management, sales operations, employee performance improvement, training, and customer service. A Motivated achiever with experience partnering with departments, teams, managers, supervisors, executive levels, vendors and consultants to plan, develop and implement: new organizational business plans, data analysis/reporting, new products and programs, customer surveys ,marketing strategies and promotions.

Confidential. Overland Park, Kansas 
Business Analyst/Program Management, Marketing and Training Coordinator
2006 - 2010
Specialized in Project Management and served as a SME and liaison for several departments: Sales, Operations, Marketing, Accounts Payable and Information Technology. Supports sales managers and sales representatives with revenue, quota, pipeline & contract reporting, manages sales training, websites, new software solutions, training documentation, e-learning administrator and related processes.

Significant Accomplishments

• Managed Software Development Processes: Researched, planned, tested, developed and implemented company’s e-learning program, served as subject matter expert, administrator and trainer. Used evaluation tool similar to the GAP analysis.
• Responsible for the automation of several manual training processes: Improved the training schedule, training calendars, training manuals, and reporting.
• Streamlined the Software Development Processes: i.e., developed and delivered the Customer Satisfaction Surveys and generated the reporting results for the company.
• Developed reports for Sales and Marketing, created a White Space report, improved reporting for pipeline. Served as a SME with developing internal websites using SharePoint, System expert in Salesforce.com, Siebel, PeopleSoft, Oracle and others
• Improved the Quota setting process for the Field and Inside Sales team

Confidential, New Century, Kansas
Program Manager and Marketing Liaison
2003-2006
Performed as project leader and liaison between Sales, Marketing and Information Technology divisions. Supported executive staff, developed and implemented process improvements, Sales reporting and analysis, developed presentations planned and implemented deliverables for organization’s annual National Customer Service week and monitored documentation and accuracy of Intranet Website content.

Significant Accomplishment

• Instrumental to increasing Customer Satisfaction Survey results applicable to Inside Sales representatives (92 %) by implementing a process improvement function which improved the product knowledge of more than 350 sales agents.
• Facilitated the process improvement of the stock withdrawal process and the vendor pricing process by automating the processes and reducing steps.
• Participated in the success of the order holds initiative: Our team successfully improved the process to remove the holds, reduced orders going on holds and increased order release times to distribution centers and reduced cost to the company.

Confidential, New Century, Kansas
Supervisor of Sales Support
2001-2003
Supervised and managed the overall performance, training and productivity of 21 employees. Sales functions comprised: processing customer orders, documentation of sales processes, managing problem invoices and customer reporting functions.

Significant Accomplishment

• Successfully accomplished order entry daily goal of 95 %.
• Instrumental to the reduction of customer orders that were placed on hold.
• Developed and implemented performance improvement processes for agents which demonstrated an increase in employee morale.

Confidential, New Century, Kansas
Manager of Sales Operations (BNG Call Center)
1998-2001
Managed the performance of 30 employees and responsible for $300 million in annual revenue and divisional responsibilities pertinent to: sales, customer service, budgeting, reporting supplier relations, and new hire training. 1998 received Sprint Elite Award 1 & 2nd Quarter received the Annual Sprint Excellence Award.

Significant Accomplishments

• Instrumental to the accomplishment of automating and standardizing processes and procedures for three sales organizations. The outcome improved the performance of more than 250 field sales and customer service agents who were significant to generating $1.5 billion in annual sales revenue.
• Co-led and collaborated with directors, managers and supervisors to prepare for the company’s second largest reorganization.

Confidential, New Century, Kansas
Program Manager III/Project Sales Specialist (BNG Call Center)
1987-1998
Managed budgetary expenses for field sales and inside sales agents, and served as project lead for the implementation of organization’s new software. Project Specialist, Team lead for sales department, trained new hires, reporting, customer service, and order entry. 1996 received Sprint Elite Award 1st Qtr.

Significant Accomplishments

• Created a sales operations department, created new reporting tools, control books for field sales, and user guides for new hire training.
• Created incentive pay process for inside sales agents and designed and launched a marketing campaign process that was utilized by sales agents and product managers
• Facilitated the Fun Committee team and activities. Incorporated the “Fish” and “Gung Ho” philosophy to motivate, inspire, energize and empower the employees to excel in meeting our goals.

CERTIFICATION
ICSA (International Customer Service Association) Certified (2004), Rockhurst University, Kansas City, Missouri

Kauffman Entrepreneurial Certification Program Certified (2001 & 2006) Lenexa, Kansas

Brainshark Certification Program Certified (2010) Brainshark Administration, Author and Rapid Learning Administrator.