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Career Overview

Results-oriented Sales Support Manager focused on providing analytical and operational support, while partnering with Sales leadership, Travel Agency Sales, Domestic Wholesale/OTA Sales, Technology and Finance to develop new processes and enhance existing business system solutions. Additional responsibilities include project management, data compilation /analysis,  AOP, budget and forecasting and event logistics. Manage partner program investments and execute joint marketing sales campaigns with those respective partners along with the Marketing Development and Co-Op funds.

Core Strengths
  • CRM Systems
  • Alliance/Brand Partnerships
  • AOP
  • Strong organizational skills
  • Budget and Forecast Management
  • Project Management
Accomplishments
  • Designed, developed and implemented SHIELD (MS Dynamics) as new CRM and Financial system for Travel Agency Sales.
  • Reduced department Co-op Marketing accruals by 29% FY17 vs FY18.
  • Management of 5 Cast Members, 4 hourly and 1 salaried
  • Partnered and Implementated of CARS system (SharePoint) to Central Florida Tourist Sales for Co-op Marketing and SalesForce as new CRM system
  • Manage the sales operations from a support perspective including contracts, budgets, forecasting and AOP
  • Successfully managed sales pipeline and forecasting for global alliance team
  • Managed $2M market development fund for clients at Accenture and manage $6M for Disney.
Work Experience
Sales Support Manager / The Walt Disney Company - Celebration, FL 06/2015 - Current

Work with Travel Agency, Domestic Wholesale, OTA, AAA and National Account Sales teams including both remote Cast throughout the US and local based Cast to provide strategic direction and new business systems in order to improve overall efficiency.

  • Evaluate business needs, conduct benchmarking, determine trends and propose technology solutions that are cost effective for easy adoption by the Sales teams and facilitate assigned projects in close partnership with cast and leaders from various Marketing and Sales departments
  • Project manage and partner with 3rd party technical team to improve efficiency and effectiveness of the Domestic Leisure Sales teams
  • Manage the Domestic Leisure Sales Co-Op Marketing, SD&I and EarMarked budgets for Walt Disney World, Disneyland, Disney Cruise Line, Advendures By Disney and Aulani; which includes rolling up monthly forecast reports to Sales Finance, Business Partners and Leadership Leaders
  • Manage monthly, quarterly and year-end validation/reconciliation and assist in AOP process with our Sales Finance and Business Partners
  • Manage the annual contract deployment and reception process for travel agency loyalty EarMarked incentive program; including high-level tactical and operational functions, research and scorecard analysis
  • Partner with Sales Events teams on training and educational events
  • Provide revenue reporting and ad-hoc analysis
  • Partner with and influence the support program development, business rules and process changes
  • Manage 1 salary administration manager and 4 hourly Inside Sales Coordinators
BUSINESS ANALYST / ORACLE - Itasca, IL 03/2015 - 06/2015
  • Operational support to the National Account Alliances and Channels sales organizations, allowing for increased sales productivity
  • Sales reporting and analysis, forecasting, systems/process improvements and deal level support and tracking
  • CRM and SharePoint system updates
GLOBAL ALLIANCE MANAGER / ACCENTURE - Chicago, IL 01/2009 - 09/2014

Managed the alliance relationship and sales operations of several alliance global teams including financials, scorecards, special projects, contracts, events, headcount-spend and cost center charges.  Partnered with finance, legal, sales and marketing.  Monthly tracking of an overall budget to leadership and managing directors.


  • Managed alliance partnership for technology clients
  • Execution and ensured compliance of contractual obligations of alliance partners
  • Managed joint client development of on-site and off-site events, ranging from 50-5,000 attendees
  • Executed contracts and sponsorship's with client and third party vendors for client events
  • Partnered with 3rd party corporate event specialists for  international tradeshows
  • Successfully managed and analyzed sales pipeline and forecasting for global alliance team in CRM
  • Managed the Partner Program with assigned clients of the Marketing Development Fund (MDF) which maximized joint marketing efforts
  • Owner of the MDF program process with several alliance partners, which included but not limited to partnering with internal teams and third party partners to ensure all transactions were accurate and processed in a timely manner including pre-approvals, claims, invoicing and payments of all MDF reimbursements via SharePoint
  • Supported client's fiscal year marketing planning efforts to meet and/or exceed yearly targets globally
  • Management of learning services/training by ensuring compliance and charge-backs of costs of tuition were fully reconciled
REGIONAL SALES SUPPORT REPRESENTATIVE / SUN MICROSYSTEMS - Itasca, IL 07/1999 - 01/2009
  • Managed overall sales operations of multiple regions including goal setting and revenue planning
  • Project manager of all internal and external meetings and events logistics and roadshows
  • Managed joint client events for all on-site and off-site events, including trade shows and road shows (Sun Black Box)
  • Approved and Audited expense for all events
  • Researched and resolved complex sales performance and incentive compensation issues
  • Managed pipeline opportunities resulting in 160M in annual revenue in Siebel
  • Calculated margin analysis for opportunities on partner deals in internal deal management tool
  • Provide ad-hoc direct and indirect sales reporting
  • Analyzed financial performance and determine drivers for the variance between actuals and forecast
  • Reconciled annual sales quota allocations involving a complex customer base and multiple lines of business
Educational Background
UNIVERSITY OF ILLINOIS - Springfield, IL Bachelor's Degree: Liberal Arts Liberal Arts
ST. LEO UNIVERSITY - St Leo, FL Associates Degree: Liberal Arts Liberal Arts

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Professional Summary
Dedicated and diversely skilled customer service professional with proven track record of providing quality customer care, improving overall productivity, and delivering customer satisfaction. Exceeds expectations by strategic use of time-management and data organization. Able to foster a success-driven environment through strong critical- thinking, leadership, and communication skills. 
Core Competencies
Research/Analysis | Customer Relations | Sales | Office Management | Account Management | Data Entry | Interpersonal Skills | Project Development | Team Building | Cold Calling | Inventory Management | Billing/Collections Services | Entry Level Business Administration .
Work History
05/2016 to 01/2018
Collections / Insurance Loss Specialist Ally Financial – Shoreview, MN
  • Slashed average updated time to 3 seconds per account through strategic call handling methods resulting in increased productivity.
  • Consistently outperformed peers, raking in the top 5th percentile and collecting a monthly average of $60,000.
  • Enhanced team performance through peer-to-peer mentor-ship, boosting peers from 65th to 10th-20th percentile for dollars collected.
  • Supported strong work culture by planning team events/socials.
01/2015 to 06/2015
Billing Specialist Comcast Cable Communications – Saint Paul, MN
  • Took inbound customer service calls from consumers to resolve questions on billing and product.
  • Developed deescalation techniques to swiftly reach resolutions and deliver an optimal customer experience.
  • Recipient of Outstanding Service Reward on merit of high customer satisfaction ratings.
  • Achieved Sales goals quotas through use of conflict resolution tactics to meet consumer needs.
05/2013 to 09/2014
Sales Support Representative / Assistant Manager JC Penny's Saint Cloud MN
  • Provided support to both consumers and staff ensuring proper store function and atmosphere.
  • Led team of three in pricing and signing merchandise efficiently to meet deadlines and maintain product / service quality.
  • Met sales quota in addition to other primary responsibilities.
  • Readily provided assistance to other departments in efforts to rebuild the structure and restore organization.
Education
Present
Associate of Arts: Business
 University of Phoenix - Online-Distance Learning
  • 4.0 GPA
  • Coursework in Accounting Fundamentals
2014
Bachelor of Arts: Philosophy
 St. Cloud State University - Saint Cloud, MN
  • 3.0 GPA
  • Coursework in Speech / Communication, Sociology, and Psychology

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Summary
Seasoned professional and self starter who is goal and team oriented. An effective communicator and team leader who is committed to making a strong contribution and providing excellent customer service. 
 
Skills
Accounts Payable, Advertising, Database, Expense Reports, Fashion, Inventory Control, Lighting, Marketing Strategies, Organizing, Pricing, Research, Sales and Staffing.
Experience
License Plate Inventory Clerk, 03/2015 to Current Standard Parking － Atlanta, Georgia
  • Captures license plate images via mobile license plate unit for vehicles parked overnight.
  • Inputs data using a handheld device to accurately update database for parking patrons.
  • Audits areas assigned by management in parking areas to ensure accuracy.
  • Creates license plates using NO TAG labels to account for vehicle inventory.
  • Provides assistance to patrons in locating their vehicles.
  • Reports any lighting problems to management.
  • Strives for and provides excellent customer service.
Shuttle Bus Driver, 04/2012 to 07/2013 Standard Parking － Atlanta, Georgia
  • Proper and safe operation of shuttle buses.
  • Transported passengers to and from the airport and parking facility.
  • Provided assistance to customers as needed with luggage, facility questions, and any other concerns.
  • Possessed a thorough knowledge of all areas of the facility, major streets, landmarks, and freeways in the area.
  • Performed vehicle inspections and maintain cleanliness of bus interiors.
  • Fueled shuttle buses as directed by management in a timely fashion. 
  • Assisted disabled passengers as they utilized Shuttle Operations.
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Lot Driver/Shift Manager, 02/2007 to 02/2012 Manheim Auto Auction － College Park, Georgia
  • Supervised automobile lane operations in accordance with the auction's policies and procedures.
  • Trained lane operation employees.
  • Responsible for shift schedules to include: work station assignments, employee breaks, overtime assignments,.
  • and shift rotations.
  • Coordinated with managers for appropriate staffing levels.
  • Completed shift paperwork and perform other duties as assigned.
Owner/CEO, 02/2004 to 02/2012 A Step Above Footwear, Inc Above Foot Inc － Atlanta, Georgia
  • Managed start-up independent shoe boutique specializing in larger-sized women's footwear and accessories.
  • Oversaw daily operations and marketing activities.
  • Planned, prepared, and assigned daily work schedule for employees.
  • Formulated pricing policies on merchandise according to requirements for profitability of store operations.
  • Coordinated sales promotion activities.
  • Gave directives to employees in organizing merchandise displays and advertising copy.
  • Developed and initiated organizational and operating plans.
  • Conducted demographic research and develop creative marketing strategies.
  • Planned, tracked inventory and ordered merchandise and supplies.
  • Built and maintained strong relationships with vendors and customers.
  • Manage accounts payable/receivables and expense control procedures.
Sales Support Representative, 05/1987 to 04/2004 H. C. Brill Company － Tucker, Georgia
  • Processed and approved expense reports for the 100 plus sales force.
  • Managed company paid travel expenses and invoices.
  • Maintained records of all promotional requests and expenditures.
  • Protected confidential data as defined by company policy.
  • Assisted with the training and orientation of new hires, transferred or promoted employees.
  • Performed various other tasks as assigned by Supervisor or Management personnel.
Education
Criminal Justice, 1981 Atlanta Junior College － Atlanta, Georgia
1978 Booker T. Washington High School － Atlanta, Georgia
Additional Information
  • MLS Real Estate School Atlanta,  Tucker, Georgia
  • Accomplishments: *Georgia Real Estate License

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Professional Summary
Customer service professional seeking a position within a company that offers growth and training opportunities. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Holds an outstanding background in customer service, sales and money management. Customer satisfaction oriented.
Skills
  • Customer-oriented
  • High level of accuracy
  • Cash handling expertise
  • Effective time management
  • Advanced computer proficiency (both PC and Mac)
  • Cash flow management
  • Shipping and receiving professional
  • Quick learner
  • Exceptional communication skills
  • Creative problem solver
Work History
09/2015 to 04/2017
Retail Sales Consultant & Sales Support Representative AT&T – San Antonio, TX


  • Performed cash audits on registers, kiosks and petty cash. Performed research into transactions to find where the variance originated from, this information was documented for audit and disciplinary purposes. 
  • Managed financial documents as well as internal and external invoices.
  • Executed sales, service, and customer experience initiatives in store. Met and exceed assigned goals for; customer experience, sales and service, revenue and productivity.
  • Instill a sense of pride and ownership in store appearance by adhering to merchandising standards.
  • Managed inventory including: office supplies, vendor contacts, and product.
  • Assisted with event planning, including sales events and all logistical arrangements.
  • Strived to create an Extraordinary customer experience by educating and engaging customers in AT&T promotions, products and technology.
10/2012 to 12/2013
Realtor & IT Assistant Kuper Sothebys – San Antonio, TX
  • Handle administrative aspects of each sale Understand client's needs and help them find the right home within their budget.
  • Confer with Escrow Companies, lenders, and home inspectors to ensure terms and conditions are met before closing dates. Prepare documents such as representation agreements, purchase agreements, closing statements and leases.
  • Coordinate property closings, overseeing signing of documents and disbursement of funds.
  • Served as corporate liaison between the finance, IT and marketing departments.
  • Helped distribute employee notices and mail around the office.
  • Developed and maintained relationships with local loan officers.
10/2009 to 06/2011
Customer Service Representative & Operator Best Buy – San Antonio, TX
  • Attain customer experience and sales objectives for the store.
  • Maintained strong knowledge of all products, accessories, pricing plans, promotions and service features.
  • Managed multi line phone, routed all inbound and outbound calls. Managed high call volume with tact and professionalism.
  • Gathered and compiled statistical sales reports for individual employees and store's sales.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Defused volatile customer situations calmly and courteously.
  • Identified chronic customer issues by creating and maintaining customer complaint log. Addressed and resolved customer product complaints empathetically and professionally.
Education
Current
Associate of Arts:
San Antonio College -
Currently pursuing degree in Finance

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