Erin Penelle
Cedar Hill,TX
Summary
Encouraging professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Subscription Operation Management
NCR
2022.03 - 2024.09
- Managed multiple projects and over 50 customer accounts simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created custom reports and visualizations to support decision-making processes for over 100 customer accounts terminating their contract.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with professionalism and sensitivity, successfully defusing tense situations between the company and customers.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Collaborated with the finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Influence decisions by developing and implementing financial plans that align with the company's long-term goals and objectives.
- Led and Managed cross-departmental collaborations and strategic planning processes supporting our customer's initial contract lifecycle, renewal, or termination.
Sales Operations Analyst
NCR
2017.02 - 2022.03
- Enabled sales operations to run smoothly through effective management and processes.
- Coordinated cross-departmental efforts to ensure seamless communication between sales, implementation, and software product teams.
- Served as the main point of contact for the sales team and acted as a liaison between them and other cross-functional teams within the organization.
- Served as the key resource to support customers executing and reviewing contracts. Managed approximately 30-50 incoming calls and emails from customers and the sales team per day.
- Contributed to rolling out Essential SaaS Solutions' first subscription bundle packages, improving customer satisfaction with better pricing modules.
- Provided constructive feedback to Sales Representatives and Account Managers on improving customer satisfaction by reducing billing errors with accurate payment information, enforcing SOX Compliance business practices, and reviewing common contract errors.
- Led and contributed to training the sales team by providing them with tools and resources to enhance their performance.
Implementation Specialist
NCR
2015.07 - 2017.02
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Communicated regularly with clients throughout the implementation process providing updates on progress.
- Familiarized new clients with products and services by providing training on new systems.
- Coordinated implementation of new software or systems with external vendors or internal departments.
- Managed 20-30 implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
Client Relationship Manager
VPromos INC
2012.06 - 2015.06
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new clients up to 10-15 at a time, guiding them through product setup and training procedures.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
Bachelor of Arts - Corporate Communications And Public Affairs
Southern Methodist University
Dallas, TX12.2011
Skills
- Cross-functional Team Coordination
- Customer Relations
- Account Management
- Customer Relationship Management
- Microsoft Office proficiency
- Leadership Qualities
- Strong Work Ethic
- Teamwork and Collaboration
Timeline
Subscription Operation Management
NCR
2022.03 - 2024.09
Sales Operations Analyst
NCR
2017.02 - 2022.03
Implementation Specialist
NCR
2015.07 - 2017.02
Client Relationship Manager
VPromos INC
2012.06 - 2015.06
Bachelor of Arts - Corporate Communications And Public Affairs
Southern Methodist University
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