Erin Penelle
Cedar Hill,TX
Summary
Over a decade of experience in supporting enterprise customers and internal sales teams, translating customer needs into actionable business strategies that drive results. Proven ability to foster strong cross-functional partnerships and enhance communication to facilitate growth in complex environments. Committed to a customer-first approach, focusing on sustainable solutions that balance people and performance. Recognized for adaptability, strong work ethic, and exceptional interpersonal skills, with a track record of mastering new challenges independently.
Overview
12
12
years of professional experience
Work History
Financial Operations Support Analyst
NCR Voyix
Ft. Worth, USA
03.2022 - 09.2024
- Served as strategic operations partner for internal teams, customers, and vendors to optimize onboarding and billing processes.
- Acted as key liaison, resolving billing disputes and support issues with customer-centric approach.
- Developed scalable SOPs and playbooks to enhance onboarding and termination workflows across retail and hospitality sectors.
- Supported contract management including renewals and hardware returns, ensuring lifecycle continuity and vendor alignment.
- Led creation of sustainable termination workflow by reconciling hardware returns and generating invoices for unreturned equipment.
- Coordinated with internal teams to apply early termination fees and final invoices, improving revenue recovery.
- Spearheaded backlog reduction initiative targeting missed early termination fees and unreturned hardware to optimize revenue.
- Identified process gaps, implemented tracking mechanisms, and collaborated with Finance to accelerate issue resolution.
Sales Operations Analyst
NCR Corporation
Ft. Worth, USA
02.2017 - 03.2022
- Managed customer lifecycle processes, enabling post-sale success through enhanced sales effectiveness.
- Led onboarding, activation, quote validation, and implementation tracking for consistent lifecycle delivery.
- Collaborated with Sales, Product, and Customer Experience teams to streamline handoffs and reduce support escalations.
- Developed sales enablement tools and reporting frameworks to improve CRM data integrity and forecast accuracy.
- Established KPIs and onboarding metrics dashboards to identify gaps and ensure timely project delivery.
- Engaged in territory and coverage planning discussions to optimize engagement models and scale resources efficiently.
Customer Implementation Specialist
NCR Corporation
Ft. Worth, USA
07.2015 - 02.2017
- Coordinated high-volume SaaS implementations, facilitating client onboarding and ensuring successful adoption through direct support and project tracking.
- Executed over 100 monthly SaaS activations, managing timelines, configurations, and customer expectations for seamless experiences.
- Served as primary contact during onboarding, addressing escalations and promoting user adoption through effective training and support.
- Created implementation documentation and client guides to establish scalable, consistent deployment processes.
- Collaborated with Engineering and Product teams, offering frontline feedback to reduce recurring issues and enhance user experience.
Customer Relationship Manager
VPromos, Inc.
Addison, USA
06.2012 - 06.2015
- Cultivated strong enterprise relationships by aligning client needs with strategic initiatives.
- Led onboarding and account management for enterprise clients, ensuring contract success and retention.
- Conducted performance analysis and business reviews to highlight ROI and identify expansion opportunities.
- Coordinated with Product, Engineering, and Support teams to enhance client feedback implementation.
- Developed tailored enablement materials and conducted training to promote ongoing engagement.
- Analyzed customer trends to proactively identify churn risks and implement engagement strategies.
Education
Bachelor of Arts - Corporate Communication and Public Affairs
Southern Methodist University
Dallas, TX12.2011
Skills
- Salesforce Lightning and Service Cloud
- Advanced Microsoft Excel
- Power BI and Smartsheet
- Outreach and Zendesk
- Jira and Microsoft Dynamics 365
- Sales operations and renewal management
- Contract management and entitlement tracking
- SaaS subscription models
- Quote and renewal processes
- Data accuracy and reporting
- Legal terminology and contract knowledge
- Customer success strategies
- Lifecycle engagement techniques
- Customer retention strategies
- Cross-functional collaboration
- Relationship building with customers
- Internal stakeholder alignment
- Proactive problem solving skills
- Self-starter mentality
- Deadline management expertise
- Attention to detail in projects
- Independent project execution skills
- Communication and alignment
Timeline
Financial Operations Support Analyst
NCR Voyix
03.2022 - 09.2024
Sales Operations Analyst
NCR Corporation
02.2017 - 03.2022
Customer Implementation Specialist
NCR Corporation
07.2015 - 02.2017
Customer Relationship Manager
VPromos, Inc.
06.2012 - 06.2015
Bachelor of Arts - Corporate Communication and Public Affairs
Southern Methodist University
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