Dana Martinez

• Analyzed sales data to identify opportunities for improvement and created action plans to capitalize on those opportunities.
• Facilitated cross-functional collaboration between sales, marketing, product development, and customer success teams for seamless execution of company-wide initiatives.
• Aligned sales strategies with company objectives to drive overall business growth.
• Liaised with external stakeholders to form strategic partnerships with prospective clients.
• Collaborated with sales, marketing and other internal teams to meet shared goals.
• Conducted market research to discover new leads, opportunities and messaging.
• Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
• Qualified leads by scheduling introductory discovery meetings and calls.
• Streamlined sales processes for improved efficiency and faster deal closures.
• Built relationships with customers and community to establish long-term business growth.

* Use my strong research ability to advise customer on CBP regulations regarding topics such Remote Location Filing, Importer Security Filing, trade incentives and any general import processes. Conduct remote and onsite training sessions and presentations for clients on best practices to current and prospective clients.
* Update application user guides coinciding with new releases and assist with the creation of new customer support tools. (I.e. FAQ’s, quick start guides, etc.)
* Answer and evaluate incoming telephone, voice mail and email requests for assistance from users experiencing problems with the software or requesting assistance on specific software features during my regular shift but also including time afterhours and weekend.
* Create knowledge articles on common issues encountered.
* Clearly document customer incident records with procedures or actions taken to resolve a problem while ensuring timely resolution of open incidents.
* Manage and assigned new customer implementation projects to ensure a timely completion. Acts as the primary advocate of the project while explaining Customs procedures, scheduling tasks, and providing necessary training.
* Setup the interface between the Editrade accounting functions to the client’s internal accounting program.
* Troubleshoot EDI feeds between our program and multiple third party programs and vendors.
* Participate and assist in the interview and hiring process of new personnel for the department.
* Organize and participate in cross-training of fellow support representatives not limited to Editrade but also with other support team across Descartes System Groups.
* Facilitate and manage the notification process to current customers regarding important software changes for ForwarderLogic and Editrade.
* Contribute to development meetings regarding software enhancements, changes and compliance features that are added to Editrade Customs Link.