ANDREW FRANCIS
Lithia Springs,GA
Summary
Dynamic sales support professional with multiple years of experience in the Technology and Finance sector. Expertise in streamlining sales operations, managing project teams, and collaborating cross-functionally to ensure seamless customer experiences. Proficient in solution delivery, analyzing data to identify trends, and providing valuable insights to enhance business processes and efficiencies. Strong communicator and problem solver dedicated to driving client satisfaction through effective support and relationship building.
Overview
13
13
years of professional experience
Work History
Business Advisor
IBM, Client Financing
01.2020 - Current
- Serves as project manager for 15+ service accounts (Standard and Complex) generating $10M in monthly Consulting volume; reducing IBM Daily Sales Outstanding (DSO)
- 2023 Entrepreneur award recipient- Improved the Deal Review Board submission form resulting in a 1.5 day approval improvement
- Serves as primary liaison between client and supplier; Facilitating deal set up and onboarding calls
- Manage the client partnership proactively; triaging requests and bringing in the appropriate teams and resources to assist
- Ensure projects are billed on schedule and within scope and in conjunction with contractual obligations
- Develop action plans to address client needs and use data to inform decision-making
- Prepare quotes and contract documentation in accordance with regulatory requirements
- Recommend initiatives to improve Account Receivable performance and bolster DSO results
Customer Relationship Representative
IBM, Client Financing
10.2016 - 01.2020
- Supported IGF sellers responsible for State & Local Government and commercial accounts with $100M+ annual spend
- Maximizing business results and client satisfaction through strategic administration of client and sales contract management, contributing to quarterly metric targets
- Collaborated closely with sellers and other finance functions (Credit, Pricing, Legal) to produce quotes and contracts
- Facilitated weekly Agile and Design Thinking workshops using MURAL and Trello
- Member of the Employee Advisory Board
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
Commercial General Liability Claims Representative
Sedgwick, The Home Depot
05.2011 - 09.2016
- Investigated and identified potential client liability exposure; Evaluated attorney’s demand packages
- Managed monthly between 80 -120 claims from inception to resolution
- Established a course of action to conclude claims timely and in compliance with state regulatory requirements
- Effectively communicated liability decisions with customers and/or attorneys; negotiated settlements
- Analyzed and addressed escalated claims to resolve issues quickly
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs
Education
MBA - Project Management
Walden University
2016
Bachelor of Business Administration - Economics
Georgia State University
Graduate -
Kennesaw State University
Kennesaw, GADigital Badges -
IBM University
Skills
- Detail oriented and highly organized, adaptable personality with superb time and people management skills
- Analytical thinker; ability to see the big picture and thrive in a fast-paced environment
- Proven ability to prioritize tasks and meet deadlines, with tolerance for multitasking
- Excellent verbal and written communication skills; Superior interpersonal skills
- Proactive attitude, Business driven with a growth mindset; easily adapts to change
- Experience with CRM systems
- Proficient in Microsoft Word, Excel (V-Lookup, Pivot Tables), PowerPoint, and Outlook
Timeline
Business Advisor
IBM, Client Financing
01.2020 - Current
Customer Relationship Representative
IBM, Client Financing
10.2016 - 01.2020
Commercial General Liability Claims Representative
Sedgwick, The Home Depot
05.2011 - 09.2016
MBA - Project Management
Walden University
Bachelor of Business Administration - Economics
Georgia State University
Graduate -
Kennesaw State University
Digital Badges -
IBM University
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