An accomplished result driven professional with over 10 years experience; focuse

d on service delivery and increasing opportunities within the Global Video Strat
egic Accounts. Expert in Account Management, Service Delivery and Product Develo
pment Support. Proven ability to interface with internal departments to ensure p
roduct solutions meet the customers requirements. Exceptional communicator with
proven ability to build rapport and relationships with executive level of Fortun
e 150 accounts.
Qualification Highlights

Technology Sales
Account Management
Team Leadership
Strategic Planning
Project Management
Quota Attainment
Product Design Support
Event Management
Service Delivery Management
Contracts & Reporting

Professional Experience :
BTC (2008 present)
Wire One (2005- 2008)
Director of Client Relationship Managers
o Manage team of 10 client relationship managers supporting the top 100 accounts
and channels as well as supporting key accounts directly
o Owned a group of Direct Accounts in the Fortune 100
o Trained team and customers on new product, services, processes procedures
o Worked with account team to build contracts and rfp responses
o Worked within account base to up sell and cross sell product and services
o Built reward programs that increased sales by 20%
o Developed baselines, quotas and managed funnels for direct accounts and team
o Collaborated with operations and marketing to develop products and serivices t
hat improved the customer experience and csat levels by 50%
o Worked directly with customer to onboard new product and services
o Coordinated events for office and team in order to build morale introduce serv
ices to all departments
o Assisted with tradeshows and marketing department to increase awareness of br
and and services.
o Consistently performed 105 % and above on quota
V-SPAN (2000- 2004)
* Team Leader (August 2001- April 2004)
o Supervised and monitored a staff of 11 coordinating schedules, reviewed work
for quality.
o Developed programs for phone monitoring ensuring that customer were receivin
g quality service and delighted with their frontline experience.
o Developed training materials and improved several company wide processes to in
crease employee efficiency and customer satisfaction.
o Worked with top clients to set up customer requirements and profiles for their
accounts; periodically review the accounts for quality..
o Developed a program to reach out and welcome new customers to V-SPAN
o Worked with cross functional teams to develop a welcome kit and online forms
o Drove several software rfes to enhance reporting tools with in database to inc
rease production and automation frontline
* Reservationist (August 2000- August 2001)
o Answer incoming customer calls, scheduling and coordinating meetings for numer
ous companies and clients.
o Place outbound calls to coordinate details of meetings, resolve customer issue
s.
Princeton Family YMCA (May 1994- July 2000)
* Family Service Director
o Supervised a staff of 12 15 after school program staff, summer camp counselors
o Interviewed, hired & trained staff.
o Developed and marketed programs for parents, school age children, and teens
o Supervised summer camp program with over 1000 participants.
o Coordinated billing information for all the program participants.
o Developed lesson plans, organized supplies for 4 after school programs
o Researched and wrote RFPs for state grants and received the state funds.
o Coordinated multi- departmental events in order to raise program funds.
o Organized participation in trade shows, camp fairs, job fairs, community festi
vals in order to increase awareness of programs.
Education/ Trainings :
* 1992-1995 Trenton State College psychology/art therapy minor
* 1997 Kepnor Tregoe Project Management
* 1998 YMCA of the USA Special Events Coordination Training
* 2001 Kaset International Achieving Extraordinary Customer Relations
* 2002- Kaset International Coaching Extraordinary Customer Relations
* 2004- SAMA Presenting to Executive Leadership Teams
* 2006 Dale Carnegie Sale Leadership
* 2007-2010 Various BT training courses on leadership, sales, products, microso
ft office suite, coaching
Technical Knowledge
Proficient in Microsoft Office Suite Excel, Word and Power point
Excellent Knowledge of Video & Audio product and services including
Strong Knowledge of Sales Force