CARRIE PECORARO

• Combining SME knowledge into marketing, sales and operations trifecta serving VIP clients
• Brought in over $210M in new and renewal revenue in 2023, selling month-to-month to 3-year plans while maintaining responsibility for new customers; paid attention to trends and drove process improvements
• Increased total customer base by 22%, 7% higher than previous year, by focusing on training sales staff on customer experience and interactions while managing 17-person technical team to support 4K customers
• Spearheaded response to ransomware attack on client when Microsoft failed to respond; leveraged existing relationship to build internal team to manage cybersecurity matters
• Ensured government clients could pay by creating proforma invoices, overhauling customer, and sales experience to increase program adoption and customer success
• Supports long-term success by developing team, taking time to pass on industry knowledge to employee new to software reselling and introducing Microsoft to former Google employee
• Logged 550+ training hours with groups ranging from 15 to 150, leading half hour long training sessions weekly, client webinars, and providing one-on-one training to new sales representatives
• Increased total customer base by 22%, 7% higher than previous year, by focusing on training sales staff on customer experience and interactions while managing 17-person technical team to support 4K customers
• Drove New Commerce Experience (NCE) Program adoption by 68% in 2023 by providing sales training covering different routes to convert and purchase new licensing, including tying up costs nicely as long-term price protection.

• Inspiration and driving force behind founding initial employee resource group
• Established ERG while meeting needs as it grew organically, including writing charter and bylaws, holding elections, and bringing in outside speakers; group focuses on development, community involvement, and inclusivity
• Champions employee satisfaction by serving as employee advocate for senior directors of HR, recruiting, and learning and development at employee resource groups (ERGs); supports those who normally have no voice
• Ensures employees feel comfortable in meetings with HR by serving as HR advisor, attending meetings to set tone, define problems, and support employees
• Closing keynote speaker for Women in Technology Event in 2023
• Supported organic structuring of ERG with 147 members, including 16 people on Board, and 6 subcommittees spanning diverse considerations, including leadership, mentorship, and community impact
• Championed adding salary ranges to all internal job descriptions by working with HR
• Spokesperson for employees in monthly voice of the people meeting, expressing concerns to Human Resources, Internal Recruitment Team, and Learning & Development Directors.

• Took on larger clients and goals while redefining marketing funnels
• Ensured goals and deadlines were achieved as billing transitioned to memberships by working with web development and program manager, overseeing tasks; determined priorities and created new processes
• Spearheaded adoption of new security requirements after Microsoft identified significant risk to customer information, neutralizing risk
• Drove knowledge sharing by researching questions as they came up and collecting answers for knowledge base
• Ensured pending orders were tracked after new CRM system let them lose visibly; implemented short-term solution of daily reporting to catch problems earlier
• Initiated long-term fix, working with 2 project managers to find and implement solutions that center customer and seller experience, and program requirements
• Increased gross profits by introducing upsell add-on opportunities for related items, working with sales team to develop templates connecting each product ordered with related products that customers will often need
• Created 20 process documents while delegating tasks to team members, taking time to improve them.

• Evangelist for Cloud Programs initially traveling to company locations working with sales associates to promote product
• Improved sales by implementing monthly roundtable meetings to go over problems and bring in teams to resolve, increased pitch success
• Reduced salesperson objections to selling cloud services
• Consulted during presales as subject matter expert (SME) on products, including technical knowledge
• Supported sales by writing blogs explaining differences between Microsoft and Google’s classroom tools, highlighting unique tools to encourage customers to invest rather than seek Google’s free offering.

• Expand, business sales into new market of government and academic customers
• Ensured government and academic programs launched by changing approval processes, collaborating with business-to-business specialists, and implementing sandbox testing.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

• Role shifted to focus 100% on transactional licensing component of sale Expand, business sales into new market of government and academic customers
• Ensured government and academic programs launched by changing approval processes, collaborating with business-to-business specialists, and implementing sandbox testing
• Walked clients through essential buy versus lease scenario for software solutions
• Provided support for clients deciding if enterprise agreements made sense based on their workforce.

• A buyer for Cloud products for customers facilitating and ensuring product delivery
• Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
• Spearheaded regular annuity payment process for 3-year agreements, ensuring smooth processing while training Licensing Operations Associates in Microsoft licensing program operations.

• Saved $125K by completing and submitting forms documenting Nashua’s large population of seniors
• Audited benefits, appropriately account for children, spouses, and former employees correcting years of mistakes
• Created master benefit database, replacing paper file system for employee HR records
• Learned 17 different union contracts to process onboarding for employees joining the unions and exit interviews
• Evaluated next year’s benefit offerings by meeting with representatives from different vendors, covering STD, LTD, medical, and dental plans
• Planned benefit fair to share the upcoming year benefits
• Changed beneficiaries for pension and life insurance policies as changes were submitted by employees
• Managed Lawson HR system, assisting staff in enrolling for and adjusting payroll deductions, setting them up, adding beneficiaries, and calculating totals to catch up
• Shopped employee rewards programs narrowing down selections that met budget requirements
• Onboarded new fire department onsite, helping them enroll in benefits.

Key Account & Platinum Broker customer service manager, maintaining book of business and service platinum clients.

· Provided white glove customer service for VIPs, learning procedures and loopholes to find ways to prove that a particular person should be covered for a normally excluded event.

· Ensured staff members could meet goals by managing annual employee surveys, gathering information on obstacles to successful work, understanding priorities, and setting tasks for development.

• After proving competence with largest book of business in company tapped to cover NJ public sector
• Championed clients’ need for services, spending 2 hours with adjuster going over 80 pages of medical records to prove need for spouse of law firm owner covering hundreds of thousands of dollars of rehab treatment.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.

• Covered NYC metro area, company’s largest account base
• Responded to inquiries regarding recent Affordable Care Act as it was implemented in NJ and NYC market while adhering to state regulations
• Trained, mentored, and offered peer support to 12+ new hires, supporting them as they adjusted to their roles after six months of intensive training; supported through labs and first live calls, and provided mentorship.
• Retained high-value clients by proactively identifying potential concerns and proposing appropriate solutions.

• Ensured smooth transition to new system by creating training, including screenshots, explaining shortcuts, and instructing on navigation.
• Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
• Collaborated with sales teams to onboard new clients, providing smooth transition experience for all parties involved.