SUMMARY:

An accomplished 15+ year’s results - driven professional, with an outstanding record of achievement coupled with the ability to build and direct a business to profitability through leadership, creativity, effective management and the motivation and development of staff to maximize their potential. Major strengths include the ability to communicate, develop and launch organizational development initiatives in administrative, quality assurance concepts, software development life cycle proposals, software sales consultations, customer service, Confidential Product customer service and financial accounts managements. Customer focused, energetic and assertive, adept at the coordination and implementation of multi-faceted operational procedures in established operations. Seeking a position that will challenge and use management, education and acquired skills to positively impact company performance and profitability while providing personal and professional growth.

TECHNICAL SKILLS:

• Adaptability
• Critical Analysis
• Customer Relationships
• Communications Skills
• Consultative Sales
• Cost Reduction
• Customer Relationship Management (CRM)
• Efficiency
• Information Gathering and Management
• Priority Management
• Problem Resolution
• Product Expertise
• Resource Management
• Revenue Growth
• Sales Force
• Teamwork
• Team Management and Leadership
• Process Improvements
• Task Management

PROFESSIONAL EXPERIENCE:

Senior Technical Advisor

Confidential, Stone Mountain GA

Serves as primary point of contact for escalations of all iOS products and services. Research and assess technical issues, while overseeing diagnostic testing and collaboration with engineers in support of customer solutions. Ensures customer satisfaction by executing knowledgeable solutions and de-escalating their concerns. Multitasks across systems and applications, analyzes and resolves technical issues, and easily navigates the virtual work environment. Consistently demonstrates the ability to prioritize and manage time while working independently. Provides exceptional customer service experience exceeding monthly metric requirements, including an At Home Technical Advisor metric of 17 minutes or less and a 95% or better satisfaction rating—results: Achieved a 100% customer-satisfaction score in July and August 2013. Having superior problem-solving skills was promoted to Senior Advisor. As a Senior Technical Advisor, works meticulously and efficiently with engineering staff to find resolutions for highly complex issues, such as, the launch of iOS9 that assisted with domestic and foreign customer problem resolutions, performed script testing while utilizing the Kahn Board in Agile testing—this test enables the testing of internal tools used to support customer service and also selected as a major participate in the Listen and Learn program as a Tier 2 Apprentice Mentor for Tier 1 advisors. Selected as the primary customer care trainer for AppleCare Advisors, mentored advisors on troubleshooting technical issues, product issues, difficult customer complaints; callbacks, creating helpful information emails, and being creative in resolving customer problems.

Independent Web Site QA Tester

Confidential, Stone Mountain GA

Independent Quality Assurance (QA) Tester for various web sites and application scenarios that were provided by site developers on their numerous hardware systems; as QA Tester, documented and communicated results that occurred during the recorded testing cycle. QA feedback tested the functionality of the developer’s software, developers were able to send questions to request software performance and repeat of the test to iron out imperfections noted from feedback given on the QA Feedback. Test were accomplished on Windows PC, Android Phone, iPad, Mac computers and various other devices

B2B Accounts Manager

Confidential, Atlanta, GA

Consistently exceeded company sales expectations by growing the company’s revenue by $180,000; through developing successful consultative sales relationships with statewide departments of education and 300+ reputable national resellers. Assessed client data for purchasing trends, and marketed up-sale products by spearheading client presentations. Collaborated with clients to ensure service satisfaction. Suggested appropriate products and modifications while delivering products suited for clients' needs. Understood consumer complaints and quickly resolved their issues. Created loyal customers and strengthened the organization's efforts to survive competition worldwide. Analyzed reseller revenue and activity bi-weekly while reporting results to company leadership. Managed and maintained reseller accounts with Sales Force Customer Relationship Management Software (CRM); upsold and cross-sold products displaying best solutions for resellers to offer their clients. Consistently met monthly/yearly revenue goals thru effective time management; demonstrated consultative selling techniques by clearly and correctly identifying customer needs to make informed recommendations to Sales Managers in their shared territories.

Senior New Product Sales Consultant

Confidential, Lawrenceville, Georgia

As Senior Product Sales Consultant, oversaw accounts management by creating accounting solutions on various Confidential products through outbound/inbound calls to potential customers and clients. Has comprehensive knowledge of software development lifecycle with the ability to design, configure and test software. Offered assistance and served as a mentor to support analyst. Consulted customers in software and service proposals for proper product positioning within their company, system requirements needed, conversion compatibilities, and third party add-ons to optimize product use. Performed QA, Beta Testing data reconstruction, Network Lab installations and administrative support. Provided accurate information about Window products to build a relationship with prospective customers and clients. Assisted with streamlining product lead processes that increase productivity; while supporting and fostering an attitude of delivering a positive customer experience. Facilitated one on one Web Exchange (WebEx) demonstrations for various accounting solutions that assisted the customer in making informed decisions about Sage products; while consistently maintaining and managing Dealer and Sage Network financial management accounts. Administered technical support for Windows accounting software packages— technical support included assisting customers with installing new software for standalone or networking computers with different versions of the Windows operating system. As a result of successful sales efforts; and based on a company sales scale of 100%; was chosen and recognized as an Inner Circle nominee these efforts resulted in:

Administrative Assistant

Confidential

Administrative management professional dedicated to achieving the mission and goals of the organization by improving operational effectiveness, maintaining strong relationships, and developing others through coaching and mentoring. Provided policy guidance and interpretation; assisted in the development and implementation of personnel policies and procedures; composed and maintained employee handbook; co-wrote, revised, and maintained job descriptions and goal alignment processes. Able to create consensus and build support for all programs, projects and events. Highly organized team player with excellent interpersonal and organizational skills. Strong analytical and computer skills with the proven ability to manage multiple projects effectively. Coordinated meetings and conferences, as well as compiled data, and distributed minutes and reports for meetings. Operated telephone system to transfer incoming calls and relay messages to appropriate staff members. Organized external company events, and internal office activities. Created PowerPoint presentations, agendas, company organization charts, and company directories. Provided a variety of office support to include receptionist activities, such as, composing, typing correspondence and reports; record keeping budget or financial tracking, providing customer service, maintaining knowledge of a variety of program rules and regulations including State reports, producing custom reports, and a variety of other support functions.