MARIA ZERPA
Brooklyn,NY
Summary
Accomplished sales and customer service professional with over 20 years of experience across diverse industries. Resourceful individual with excellent work ethic, adept at identifying and addressing customer needs while consistently surpassing sales targets.
Overview
23
23
years of professional experience
Work History
Business Architecture Specialist (Salesforce Business Group)
Accenture LLC
12.2023 - Current
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Assisted in developing strategic plan that aligned with long-term project goals.
- Restructured customer service process, ensuring quicker response times.
- Implemented customer feedback system to inform product development.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Increased efficiency by automating routine tasks with software solutions (Cutover Runbooks/JIRA/Salesforce)
Business & Integration Arch Sr Analyst (Salesforce Business Group)
Accenture LLC
11.2022 - 12.2023
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Resolved over 150+ Customer Service tickets during Project Hypercare.
- Implemented training sessions for the Customer Service Team on Service Now, JIRA, and client protocol.
- Implemented effective strategies to ensure successful completion of client requests as leader of customer service team.
Salesforce Admin CRM Data Leader
SQAD LLC
10.2017 - 10.2022
- Cleaned and organized data to meet company needs by transferring information from Microsoft Dynamics to Salesforce.
- Worked with CRM (Salesforce com) Global Program Management, Developers and consultant resources to convert the requirements to functional design based on the company needs
- Developed and implemented Reports and Dashboards for key stakeholders including CEO, CFO, CRO, Sales Managers, AE's, Client Engagement and Client Success teams.
- Provided user feedback, updates, and solutions to address Salesforce performance issues.
- Managed integration from Microsoft Dynamics to Salesforce
- Prepared Reports generated from Salesforce for monthly owners reports and quarterly for SQAD Board Meetings
- Provided support and guidance to users before, during and after the implementation.
- Helped to provide user initial training and give follow up refresher and support to the existing Salesforce users via online
- Provided One on One support and training to end users
- Maintained and built sales commission reports among others, monthly audit of paid invoices, on hold clients and collection accounts
- Monitored and evaluated unpaid invoices for monthly closed businesses (Sales).
- Created sales process documentation workflows
- Led the implementation process and contributed to Salesforce CPQ's development.
- Collaborated closely with the AE to ensure adherence to Sales processes.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision making.
Sales Representative
Combined Insurance
11.2016 - 09.2017
- Presented consultative sales solutions to individuals and independent entrepreneurs, tailoring offerings to meet their unique requirements.
- Utilized database management skills to optimize lead tracking and client management processes
- Generated and maintained a client base of 100 (existing and prospective clients) from the ground up.
- Provided lead generation through cold calling for new appointments
- Implemented an array of marketing techniques including trade shows, networking events, mailing campaigns, and social media efforts to drive new business growth.
- Secured referrals and scheduled appointments for presentations to potential customers.
- Ensured satisfaction of both policyholders and potential customers through outstanding customer service.
Sales and Marketing Manager
Ambar Distributors
06.2015 - 07.2016
- Responsible for expanding into untapped markets, generating prospect databases, and providing exceptional customer service to existing clients. Additionally, supported new and potential customers.
- Led and executed data migration and installation project from Excel to Salesforce CRM
- Generated reports to evaluate marketing campaigns and sales impact using Google Analytics and Excel.
- Demonstrated strong leadership skills in overseeing portfolio growth, cold calling efforts, and providing top-notch customer service.
- Successfully grew portfolio by over 400K within a year
Marketing Manager
Mentex (Venezuela)
10.2012 - 02.2014
- Responsible for evaluating the sales performance of products and stores, including analyzing inventory and sales history.
- Successfully completed the migration and installation of the stores database on SAP
- Managed internal and external company communication.
- Managed the creation and execution of sales reports, conducted data analysis for weekly reports to the owners of all 27 stores.
- Implemented strategies to enhance marketing mix at EL CASTILLO's retail stores
- Managed and executed advertising campaigns, organized events, and conducted data evaluation to measure campaign impact.
- Oversaw website content creation, enhancing the company's online brand through visually appealing design and providing exceptional customer service support
- Developed and implemented effective marketing plans aimed at driving sales growth in multiple locations
- Developed internal content, including new releases, relevant company information, and special occasions.
International Sales and Marketing Coordinator
Automatismo AmeTrade Venezuela (AmeTrade Inc Miami)
04.2009 - 09.2012
- Completed market research and creation of international databases from scratch, including 250 + new clients (actual and potential).
- Followed and completed of all paper work and processes to bid into government bids and leads.
- Managed international sales efforts for Latin America, Europe, Asia, North America, and Africa in collaboration with the headquarters offices in Miami, Argentina, and Venezuela.
- Created marketing strategies to generate new business opportunities from the ground up.
- Led marketing team to execute print advertising campaigns across various platforms including newspapers, magazines, and trade shows.
- Collaborated with external agencies on advertising campaigns, ensuring alignment with overall marketing objectives.
VIP Account Executive
Telefonica Movistar
08.2006 - 12.2007
- Responsibly oversaw diverse range of client portfolios
- Evaluated weekly customer performance, delivering specialized and tailored service through face-to-face interactions
- Ensured effective communication support as a dedicated supplier to meet company needs
- Led the successful migration of telecommunications systems in multinational companies, focused on enhancing client experience and satisfaction.
Sales Representative
JOHNSON & JOHNSON MEDICAL
11.2005 - 08.2006
- Focused on educating doctors about the utilization of brand-specific spine pathology products, prioritizing patient well-being and contentment, while addressing physicians' technical needs and demands.
- Providing live support to doctors during surgeries regarding the product and its uses.
- Organized networking meetings to promote products, ensuring attention to detail and highlighting unique features that set them apart from competitors.
- Conducted market research and evaluated competition.
- Successfully expanded the portfolio surgeries, leading to a 30% growth in territory sales within one year.
VIP Sales and Account Manager
InterContinental Group
01.2002 - 08.2005
- Managed portfolio of corporate clients and offered Hospitality profession services including events conventions, lodging. Maintained high quality service standards and effectively responded to client needs.
- Organized and managed PR events for the brand.
- Developed Marketing Campaigns.
- Rescued over 3 lost important VIP corporate accounts while managing a portfolio of corporate clients. Provided hospitality services, including events, conventions, and lodging, ensuring high-quality service and client satisfaction.
- Focused on meeting company needs for improved customer satisfaction and service enhancement
- Executed Marketing Campaign with a focus on National branding.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Education
Bachelor of Science - Business Administration And Management
Universidad Tecnológica Del Centro
Valencia - Venezuela11.2003
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Management collaboration
- Technical communication
- Proficient in Salesforce, Microsoft Suite, JIRA, Zendesk, JIRA, Service Now
- Teamwork and Collaboration
- Attention to Detail
- Project Planning
- Team building
- Process Analysis
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Business Architecture Specialist (Salesforce Business Group)
Accenture LLC
12.2023 - Current
Business & Integration Arch Sr Analyst (Salesforce Business Group)
Accenture LLC
11.2022 - 12.2023
Salesforce Admin CRM Data Leader
SQAD LLC
10.2017 - 10.2022
Sales Representative
Combined Insurance
11.2016 - 09.2017
Sales and Marketing Manager
Ambar Distributors
06.2015 - 07.2016
Marketing Manager
Mentex (Venezuela)
10.2012 - 02.2014
International Sales and Marketing Coordinator
Automatismo AmeTrade Venezuela (AmeTrade Inc Miami)
04.2009 - 09.2012
VIP Account Executive
Telefonica Movistar
08.2006 - 12.2007
Sales Representative
JOHNSON & JOHNSON MEDICAL
11.2005 - 08.2006
VIP Sales and Account Manager
InterContinental Group
01.2002 - 08.2005
Bachelor of Science - Business Administration And Management
Universidad Tecnológica Del Centro
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