Donald Molen
Clearwater,FL
Summary
Experienced Sales Manager, Customer Service Professional, and Account Manager with a proven track record of driving sales and delivering exceptional client services across diverse sectors. Adept at expanding territories and securing new business in highly competitive markets. Committed to process improvement and adept at leading teams to success, consistently enhancing customer satisfaction and achieving significant growth. Strong focus on driving client satisfaction and retention. Skilled in building relationships, solving problems, and providing tailored solutions. Thrives on team collaboration, adaptability, and achieving tangible results. Known for reliability, effective communication, and strategic thinking abilities.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
Yelp
09.2023 - Current
- Responsible for building a book of business and retaining business owner's on their Yelp Ads programs
- Accomplished by answering a high volume of inbound calls, overcoming objections and proving the vale of Yelp products
- 100% QA scores as an example of my ability to understand and implement Yelp's many processes and SOPs
- 6 consecutive months of 90+ accounts and 60% retention as a cs at Yelp
- I have established myself as a leader on my team, starting each day with motivational messages, answering questions, and contributing to team meetings
Account Manager
SI Logistics
10.2022 - 07.2023
- Responsible for helping coordinate logistics for shipping internationally with clients
- I talk to people daily, providing excellent customer service, quotes, and information to help their move
- I use my sales skills to get client's to use our company for their moving needs
- Excellent organization, persistence, follow up and computer skills are important parts of this position
Regional Account Manager
GoHealth
07.2020 - 10.2022
- Responsible for overseeing the sales efforts of the company, leading a team of agents to achieving/exceeding monthly goals
- Led monthly top sales team for the Eastern region consecutively
- Excellent knowledge of multiple computer programs including: Word, Excel, Slack, Outlook, Five9, Ultipro, Zoom, and Broker Office
- Reviewing, processing, and reconciling Medicare enrollment data, including enrollment applications, prospective and current Medicare member communications, and retroactive processing activity
- Ensures Department's compliance with CMS regulations, guidelines, and timeframes
- Assists with TFR and MRR reconciliation, along with investigation, correction, and tracking of enrollments as necessary
- Drafts and implements department's workflows, policies and procedures, and staff training material
- Ensure a superior level of quality assurance across all facets of client interaction and project delivery
- Provide high level of client and project management guidance to marketing and enrollment team and executive management as needed to successfully deliver projects
- Train team members on enrollment processes
- Compiles and condenses technical and statistical data reports and records
- Handling questions, issues and providing detailed information on requirements, processes, and policies
- Collecting information and qualifying candidates for programs, services and courses
- Ensuring that applications are completed correctly and that the required supporting materials have been provided
- Entering, updating and reviewing data and records
- Providing guidance and recommendations to applicants and prospective candidates
- Processing enrollments and, assisting with billing and payment
Customer Service Representative
Walt Disney World
03.2017 - 08.2019
- Streamlined and enhanced customer service and guest check-in and check-out processes working in a fast-paced, high-volume setting
- Resolved questions and concerns, sharing detailed information with employees and guests in a timely manner
- Remained organized while working with a close attention to detail, following all internal policies and procedures
- Distinguished for delivering world-class guest service to internal and external stakeholders at all times
- Processed purchases and maintained best practices for safety and security of cash handling and credit policies
- Ensured guest privacy and confidentiality, documenting key information and records in computer-based system
Teacher
Dayton Area School District
08.2008 - 01.2017
- Tasked with delivering school curriculum in a wide-range of settings among K-12 classrooms to improve student achievement in various subjects
- Implemented highly engaging teaching practices, catering to learner needs and classroom management best practices
- Administered exams, documented student performance, and collaborated with teachers, faculty, families, and school staff
- Excelled in completing Master's level coursework and raising two daughters, as a single dad, concurrently
National Accounts Manager
NCR Corporation
06.2007 - 08.2008
- Directed sales and marketing strategic plans to drive revenue and improve bottom-line results for 30 major accounts, leading a team of 4 sales staff
- Managed high-profile accounts, such as Wal-Mart, Walgreens and Rite-Aid, and oversaw full-scale sales operations, including relationship building, lead generation, cold-calling, and referral promotion
- Maximized customer service, teaming with senior management to reduce cost and increase sales performance
- Recognized for delivering highly successful sales presentations, negotiating pricing, and closing deals
- Boosted success by $400K+ in annual revenue by managing and growing lucrative Wal-Mart corporate account
- Collaborated with senior leaders to resolve $20K marketing fund deduction discrepancy with Walgreens
- Negotiated $10M in new office supply sales with Sam's Club to outperform competitor account deal
Education
Bachelor of Arts -
Wright State University
Skills
- Working Remotely
- Customer Service
- National Account Manager
- Client, Account Relations
- Sales Generation
- Growth
- Marketing and Advertising
- Staff Training & Development
- Negotiations
- Contracts
- Pricing
- Client Satisfaction
- Retention
- Process Improvements
- SalesForce
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- CRM software
- Account management
- Customer relations
- Customer needs assessment
- Client service optimization
- Customer service
- Proficient in Salesforce
- Key accounts development
- Schedule management
- Records management
- Sales management
- Customer onboarding
- Teamwork and collaboration
- Customer relationship management
- Team leadership
- MS office
- Performance reviewing
- Attention to detail
- Interpersonal relations
- Computer skills
- Staff management
- Employee coaching and mentoring
- Good judgment
- Hiring and training
- Needs assessment
- Shift scheduling
- Teamwork
- Problem-solving abilities
- Multitasking
- Positive attitude
Personal Information
Title: Sales Manager / Customer Service / Account Manager
Timeline
Customer Success Manager
Yelp
09.2023 - Current
Account Manager
SI Logistics
10.2022 - 07.2023
Regional Account Manager
GoHealth
07.2020 - 10.2022
Customer Service Representative
Walt Disney World
03.2017 - 08.2019
Teacher
Dayton Area School District
08.2008 - 01.2017
National Accounts Manager
NCR Corporation
06.2007 - 08.2008
Bachelor of Arts -
Wright State University
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