BECKY CRUISE
Ambler,PA
Summary
Sales and customer service leader driving operational efficiency through strategic training and cross-department collaboration. Enhanced team performance by implementing targeted KPIs and fostering a culture of accountability, resulting in measurable improvements in customer satisfaction.
Overview
23
23
years of professional experience
Work History
Inside Sales / Customer Service Manager
Thermomegatech
Warminster, Pennsylvania
01.2022 - Current
- Supervised and mentored inside sales and customer service representatives, driving team accountability and engagement.
- Designed and implemented daily KPIs for the sales team, generating comprehensive reports.
- Conducted weekly one-on-one meetings and annual stay interviews to assess team engagement.
- Managed a team of quotation specialists in Electronics, Aerospace, and Defense for two years.
- Oversaw staffing, team schedules, time-off requests, payroll approvals, and overtime management.
- Analyzed Salesforce and Syspro data for reporting; monitored phone coverage and provided actionable feedback to improve service levels.
- Collaborated across departments to streamline customer order processes, resulting in improved order accuracy and reduced return rates.
- Reported directly to VP of Sales and Marketing, ensuring alignment with strategic goals.
Director New Customer Experience
Venture 3 Business Systems
Hatfield, PA
08.2019 - 01.2022
- Updated CEO on key project milestones and outcomes
- Facilitated collaboration between 30 Customer Tech Support Agents and 24 Sales Agents
- Collaborate with Trainers and Sales Leadership for best customer experience
- Hired 5 new Customer Support Agents in 7 weeks
- Recruiting / Interviewing / Hiring on a regular basis
- Revised training for new hires with Leads and Ops Manager
- Delivered leadership training for Leads and Managers to enhance team capabilities
- Take escalated calls from customers for retentions and call outs as needed
Business Development Manager
PRN – Physician Recommended Nutriceuticals
Blue Bell, PA
06.2018 - 08.2019
- Presented product line to eye doctors in Greater Philadelphia area, NJ, DE, MD, NY through lunches, dinners, and web presentations, enhancing product awareness
- Developed relationships with clients through stellar follow up and response time to inquiries
- Collaborated with on-staff doctors for scientific training and one-on-one calls, strengthening client education and support
- Organized and facilitated dinners for doctors with expert speakers from optometry and ophthalmology, fostering relationships and knowledge sharing
- Educated Practice Managers and staff on products and marketing materials
- Trained new Business Managers by taking them on calls to observe presentations
Member Relations Manager
MRA –The Management Association
Milwaukee, WI
09.2011 - 06.2018
- Grew account base by 43 since 2015 through proactive relationship management.
- Developed and strengthened Iowa territory member relationships, achieving 30 new accounts within the first year.
- Collaborated with human resource professionals and executives to stimulate membership interest.
- Executed account prospecting through networking referrals, cold calling, and trade shows.
- Coordinated appointments with decision makers for impactful web demos and presentations.
- Advocated for business solution services and online tools, enhancing visibility among diverse companies.
- Represented MRA effectively at trade shows and events to boost engagement.
Manager – Call Center Sales Department/ Customer Service
Frontier Cooperative Company
Norway, Iowa
01.2004 - 01.2010
- Increased account value from 2.4 ML to 14 ML over 5 years
- Recruited, interviewed, hired, and promoted 6 salespeople, enhancing team capabilities
- Promoted from Inside Sales Manager to Central Regional Manager Outside Sales
- Provided weekly training for 14 employees in a formal setting
- Implemented communication program adopted nationwide and internationally
- Developed and executed quarterly marketing plans
- Presented sales results monthly to the executive team
Education
Bachelor’s degree - Business Administration/ HR
Mt. Mercy University
Cedar Rapids, Iowa01-2011
Skills
- Customer relationship management
- KPI development
- Salesforce analytics
- Data analysis
- Team leadership
- Employee training
- Cross-department collaboration
Personal Information
Title: Director – Customer Experience /Call Centers / Customer Tech Support/ Sales Operations
Timeline
Inside Sales / Customer Service Manager
Thermomegatech
01.2022 - Current
Director New Customer Experience
Venture 3 Business Systems
08.2019 - 01.2022
Business Development Manager
PRN – Physician Recommended Nutriceuticals
06.2018 - 08.2019
Member Relations Manager
MRA –The Management Association
09.2011 - 06.2018
Manager – Call Center Sales Department/ Customer Service
Frontier Cooperative Company
01.2004 - 01.2010
Bachelor’s degree - Business Administration/ HR
Mt. Mercy University