Summary
Overview
Work History
Skills
Accomplishments
Community Service
Timeline
Generic

Alicia Roman

Dallas,TX

Summary

Dynamic and results-driven sales operations professional with over a decade of experience in driving operational efficiency, streamlining processes, and enhancing customer satisfaction. Known for fostering cross-functional collaboration and delivering innovative solutions that align with organizational goals. Expertise includes CRM management, process optimization, and meticulous documentation that supports sustainable growth and scalability. Proven track record in Technology Expense Management (TEM), where strategic insights and leadership have significantly improved operational outcomes. Adept at building strong client relationships, optimizing workflows, and elevating the sales experience for clients and partners through thoughtful process innovation and customer-focused strategies.

Overview

6
6
years of professional experience

Work History

Manager, Sales Administration

Symplicity Communications
10.2023 - 10.2024
  • Designed and managed detailed schedules, ensuring seamless organization and timely updates to sales presentations, reports, and proposals; oversaw critical sales documentation and contract processes to ensure compliance and accuracy.
  • Acted as primary point of contact for customer inquiries, resolving issues efficiently and maintaining strong relationships with accounts, resulting in a 95% renewal and upgrade success rate.
  • Oversaw and enhanced CRM workflows, ensuring data accuracy through meticulous updates and utilizing sales reports to support strategic business decisions and forecasting.
    Improved sales order processing workflows, cutting processing times by 20%, increasing accuracy, and driving overall operational efficiency.
  • Directed Technology Expense Management (TEM) team, providing exceptional service and ensuring billing accuracy for operations spanning multiple sites, enhancing client satisfaction.
  • Organized and facilitated key meetings, national conferences, and strategic events, crafting agendas and strategies to promote collaboration, elevate sales effectiveness, and improve team cohesion.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Project & Training Manager

Intelisys/ScanSource
10.2021 - 10.2023
  • Revamped and streamlined new hire onboarding processes, achieving 30% reduction in training time while ensuring adherence to tight schedules and seamless integration of new employees into team workflows.
  • Created and maintained operational manuals and processes in Intelisys Wiki, RPM, and Sales Admin Teams, significantly enhancing team efficiency and consistency across operations.
  • Partnered with senior leadership and departmental heads to align project goals with broader organizational strategies, driving improvements in project delivery timelines and cross-team collaboration.
  • Designed and implemented comprehensive training programs for new hires, complete with detailed itineraries and step-by-step guidance for smooth onboarding.
  • Provided critical support during peak periods, major industry events, and overflow workloads, ensuring uninterrupted departmental operations and successful event execution.
  • Cultivated cross-department collaboration by establishing clear communication channels and fostering teamwork, which contributed to enhanced project outcomes and operational success.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.

Senior Sales Administrative Coordinator

Intelisys/ScanSource
01.2019 - 10.2021
  • Coordinated complex travel arrangements for sales team, implementing cost-saving strategies that reduced travel expenses while ensuring timely and efficient itineraries. Managed monthly expense reporting, maintaining accuracy and ensuring compliance with financial policies.
  • Promoted to Senior role for exceptional project coordination and successful execution of high-priority initiatives, consistently delivering high-quality results within tight deadlines.
  • Led efforts to streamline customer base transfers, collaborating with legal teams to develop precise and efficient custom contract addendums that improved operational workflows and accuracy.
  • Designed and deployed automation solutions to enhance database updates, increasing productivity and supporting seamless client account management.
  • Directed recruitment and onboarding for new team members, developing tailored training programs that improved readiness and cohesion for Sales Partners.
  • Elevated customer, vendor, and partner satisfaction by proactively managing inquiries, coordinating logistics, and providing operational support for meetings, travel, and accommodations.
  • Collaborated with other teams to identify areas of opportunity and implement changes to optimize sales operations and reporting.

Skills

  • Project Management (Asana, Trello, Mondaycom)
  • Inventory Management
  • Support Services
  • Team Building
  • Customer Experience
  • CRM Systems (Salesforce, HubSpot, Zoho CRM)
  • Training & Documentation
  • Event Management
  • Process Documentation
  • Marketing Automation Tools (Marketo, Mailchimp, Pardot)
  • Schedule Preparation
  • Verbal and Written Communication
  • Change Management
  • Data Analysis Tools (Tableau, Power BI)
  • Collaboration Tools (Microsoft Teams, Slack, Google Workspace)
  • Process Documentation
  • Marketing
  • Schedule preparation
  • Verbal and written communication
  • Change management

Accomplishments

  • Spearheaded a 30% reduction in new hire onboarding time by redesigning training processes and schedules, ensuring faster integration and productivity.
  • Streamlined CRM workflows, achieving a 20% improvement in data accuracy and reporting efficiency.
  • Successfully managed over 50 national conferences and client events, enhancing team communication and strengthening client relationships.
  • Led the Technology Expense Management (TEM) team to optimize billing processes across multiple sites, resulting in improved accuracy and client satisfaction.
  • Implemented automation solutions that increased process efficiency by 25%, reducing manual errors and improving turnaround times.
  • Developed custom contract addendums in collaboration with legal teams, significantly improving operational fluidity and precision.
  • Promoted to Senior roles and management positions for consistently exceeding expectations and delivering results.
  • Coordinated multi-departmental initiatives that aligned project goals with organizational strategies, ensuring timely and successful outcomes.
  • Enhanced customer retention rates through exceptional account management and proactive issue resolution.

Community Service

  • PTA Member & Dance Booster: Actively contribute to the school PTA, playing key roles in organizing grade-level dances, managing membership initiatives, and creating yearbooks to enhance the school community.
  • Trip & Event Planning: Passionate about planning and coordinating unique and memorable vacation experiences, combining creativity and logistical expertise to craft seamless travel itineraries.

Timeline

Manager, Sales Administration

Symplicity Communications
10.2023 - 10.2024

Project & Training Manager

Intelisys/ScanSource
10.2021 - 10.2023

Senior Sales Administrative Coordinator

Intelisys/ScanSource
01.2019 - 10.2021

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Alicia Roman