Estus Hood IV

Directed product opera-ons and teams and supported engineering, project execution, product rollouts and delivery, quality tes-ng, end-user training, and internal communications. Collaborated cross-functionally across the product, engineering, sales, and customer success teams to align and streamline workflows. Coordinated and facilitated bug review meetings every week.

• Reduced -me to value for end-users through Agile/Scrum methodology, Scrum ceremonies, and best practices.
• Led a highly productive team by promo-ng team cohesion and coaching staff in overcoming obstacles and issues.
• Utilized Jira to create and manage new projects for internal stakeholders.
• Contributed to developing and implementing strategies and initiatives focused on resolving operational and product challenges.
• Designed and introduced new processes that increased team efficiency and product quality.
• Drove continuous improvement to the product development lifecycle (PDLC).

Supported clients in selec-ng, managing, and deploying IT projects. Engaged with cross-functional teams to plan projects and resolve client issues. Met regularly with clients to track project progress and mi-gate risks. Managed negotiations and relations with vendors for client pricing based on special pricing programs. Coordinated monthly and quarterly meetings with the team to provide updates on client status and discuss future technology projects and budgets.

• Consistently delivered high-quality projects under strict timelines by priori-zing tasks to meet client needs.

• Achieved sales targets by efficiently closing sales and persistently identifying and pursuing new business opportunities.
• Increased sales volume through proactive account servicing, ensuring excellent customer service, and by cultivating positive, long-lasting relationships with clients.
• Boosted client satisfaction levels through prompt resolution of service delivery, accounting, and billing issues.

Managed the full sales cycle from prospecting and cold calling through qualification and deal close. Collaborated closely with regional and territory sales managers for daily operational support and strategic account planning.

• Leveraged a consultative sales approach to determine client technology needs and close deals on projects.
• Set up numerous new accounts and client profiles using the customer relationship management (CRM) platform.
• Won 25 ac-ve buying accounts in the first year.
• Maximized client spend by fostering positive relations and communications.
• Consistently achieved monthly and quarterly sales quota through effective pipeline management.
• Supported business growth by creating new sales leads and identifying new business opportunities.

Led a team of ~10 customer service representatives in daily store opera-ons. Managed and balanced financial informa-on ensuring completeness and accuracy. Interviewed, hired, and trained new staff members. Evaluated employee performance and developed plans for improvement.

• Achieved and maintained the branch enterprise service quality index (ESQi) at a 90% customer satisfaction rating.
• Conducted sales coaching sessions with the team and implemented new sales processes.
• Built and motivated a high-performing team by hiring the most qualified candidates with key strengths and skillsets and involving staff in business processes.
• Successfully completed the Management Trainee Program within one year.
• Identified and efficiently resolved issues and risks to protect company assets and ensure smooth business operations.