Anthony Clemons Jr
Dallas,TX
Summary
Rational Sales Analyst with 9 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
14
14
years of professional experience
Work History
Sales Operation Support, Analyst
CVS Health
08.2022 - Current
- Proactively identify trends and opportunities for improvement within the Sales team
- Develop and maintain processes that drive a seamless workflow and healthy team collaboration
- Provide sensitive access for over a dozen systems within the CVS/Aetna organization
- Create/Publish Knowledge Articles and training material within Salesforce for Account Managers and Sales Executives
- Resolve 200+ Operational and Technical cases via Salesforce for the entire Sales division of CVS Health
- Provide scheduled and on-the-spot training via Teams to Sales Account Executive on how to use Salesforce and other various systems that are supported by the Sales Operations team.
IT, Help Desk Analyst
Buff City Soap
06.2021 - 08.2022
- Help maintain store technology operations for over 200 retail stores - Maintain back-end and front-end support for 90% of our retail store technology
- Develop and enhance Point of Sale menu configuration
- Grant and manage user access/permissions for all corporate used technology systems (i.e Zendesk, Revel, Market Man, Monday, etc) - Provide in-person Point of Sale management training to high level stakeholders
- Work with a variety of franchisees and their associates to help improve their store technical operations.
Uber Technologies
01.2019 - 06.2021
- Deliver 5-star, in-person support to 100+ drivers and delivery people on a weekly basis
- Developed training material and strategies for new drivers, proven to generate top earners on the Uber platform
- Provided technical and administrative assistance with existing drivers, through troubleshooting all technical and operational issues (i.e
- Delayed payments and application error messages)
- Collaborated with peers to develop and/or sharpen processes to ensure a consistent and seamless workflow
- Worked with the Driver Operations team to continuously improve our processes and standardize training across the nation.
Help Desk Consultant
MassMutual Financial Group
08.2013 - 08.2017
- Facilitated CRM workshops (SmartOffice and Sales Force) which promoted cross-training across the organization
- Improved individual Sales Advisors and Agencies productivity by 25 - 30% by providing virtual desktop training via WebEx for best workflow practices and developing and recommending marketing strategies on the CRM platform
- Assisted with administrative requests such as granting application access, password resets, and producing numerous on-demand and ad-hoc reports for financial advisors and firm representatives
- Provided transitional training to financial advisors that migrated from SmartOffice to Salesforce
- Developed strategies to increase Salesforce end-user usage in the field by 60% within 2 months.
Supervisor, Wireless Technical
Verizon Wireless
09.2009 - 08.2013
- Coached and managed a team of twelve Wireless Technical Support Representatives and remained one of the top 3 out of 8 teams on the floor
- Educated and trained representatives to become the more knowledgeable and resourceful members in the department
- Onboarded new hires by providing training on the corporate-wide culture expectations, customer service platform, company products and services, and sales tactics
- Monitored calls on quality and facilitated one-on-one coaching sessions for associates to identify strengths and weaknesses in support of employee performance plan goals
- Developed and maintained weekly key performance indicators (KPIs) to assess individual and team performance and promote continuous improvement
Education
Bachelor of Business Administration (BBA) -
Strayer University
Charlotte, NCSkills
- 14 Years of retail, sales, client-facing, and customer service experience
- 15 Years’ experience with quickly and efficiently problem-solving and troubleshooting
- 15 Years of learning and adapting to new technologies with ease
- 9 Years being a patient teacher and embodying a passion for empowering others
- Self-motivated and Natural leader, with the ability to operate independently with minimal oversight
- An outstanding communicator, a proven ability to connect with all personality types and levels of management
- Skills Overview
- Computer Proficiencies: Expert level proficiency at Microsoft software applications, Various CRM Software (Sales Force and SmartOffice), EMoney, WebEx, Skype, Zen Desk, JIRA, Remedy Ticketing System, Sharepoint
- Soft Skills:
- Coaching, Compliance, Communication, Customer Service, Data Analysis, Ad-Hoc Research, Held Desk Support, Project Management, Problem Resolution, Risk Assessment, Risk Management, Technical Savvy, Facilitation of Training, Wireless Communications
- Contact Management Systems
- Customer Interaction Metrics
- Tool Development
- Customer Engagement Strategies
Timeline
Sales Operation Support, Analyst
CVS Health
08.2022 - Current
IT, Help Desk Analyst
Buff City Soap
06.2021 - 08.2022
Uber Technologies
01.2019 - 06.2021
Help Desk Consultant
MassMutual Financial Group
08.2013 - 08.2017
Supervisor, Wireless Technical
Verizon Wireless
09.2009 - 08.2013
Bachelor of Business Administration (BBA) -
Strayer University