Judi Long
Crofton,MD
Summary
Dynamic, highly ambitious, energetic Customer Engagement Specialist with a proven track record at United States Pharmacopeia, driving record-breaking customer interactions and accelerating pipeline growth. Highly skilled in relationship building and data analysis, I transformed Tier 3 accounts into Tier 1, enhancing revenue and customer loyalty through strategic engagement and meticulous attention to detail.
Overview
28
28
years of professional experience
Work History
Customer Engagement Specialist
United States Pharmacopeia
01.2025 - Current
- Coordinated record‑breaking onsite visits and Microsoft Teams meetings for assigned SCD accounts, driving unprecedented customer engagement and accelerating pipeline growth.
- Orchestrated the highest number of onsite customer engagements in assigned territory, strengthening executive alignment and uncovering new revenue opportunities.
- Streamlined workflow by consistently logging activities in Salesforce and conducted regular data cleanup to eliminate redundancies and ensure system accuracy.
- Spearheaded a territory-wide engagement surge, coordinating record-setting onsite sessions and virtual Teams meetings that significantly improved visibility, trust, and adoption within assigned territory
- Established a scalable engagement model that increased customer interaction frequency and contributed to Tier 3 accounts progressing to Tier 1 status
- Supported the Donations team in executing high‑impact campaigns, helping convert multiple prospects into committed donors through strategic communication and coordination.
- Strengthened organizational giving efforts by assisting with donor engagement activities that led to multiple client commitments
- Bronze Top Performer Award while managing one of the smallest territories , outperforming peers through strategic focus and exceptional execution.
- Transformed Tier 3 accounts into Tier 1 accounts , driving significant revenue expansion and long-term customer value.
- Drove operational excellence by combining Salesforce CRM insights with Tableau visual analytics,
- Enhanced customer engagement strategy by analyzing Salesforce activity data in Tableau, uncovering patterns that led to record‑breaking onsite and Teams meeting coordination.
- Led the coordination and launch of a Win‑Back campaign, developing targeted outreach strategies to investigate high volume of churn
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Conducted proactive outreach on pending open quotes, resulting in multiple clients finalizing purchasing and accelerating revenue closure
Customer Engagement Specialist
Evolvers Group, LLC
10.2022 - 01.2025
- Increased sales revenue by 157%
- Coordinated and scheduled multiple facility on-sites for assigned SCD
- Utilized Tableau for data analysis to determine revenue trends
- Developed client relationships by highlighting the benefits of USP Reference Standards
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved customer engagement through social media management.
- Exceeded monthly targets for response time and resolution rate consistently, maintaining high standards of support quality.
- Nurtured long-term relationships with customers, offering tailored promotions and exclusive discounts.
- Managed escalated cases professionally, liaising between clients and internal departments for optimal outcomes.
- Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Documented all activities in Salesforce to identify opportunities
Inside Sales
Goodman Manufacturing Company
07.2019 - 05.2022
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
- Developed customer relationships and increased overall sales by 85% in an unfamiliar industry.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Emphasized product features based on analysis of customers' needs.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules..
- Participated in ongoing training sessions to stay current on industry trends and best practices in marketing inside sales techniques.
- Assisted customers in selecting the correct HVAC systems by providing guidance on unit sizing, measurements, and capacity requirement s for both AC and heating units.
- Contributed to overall team success by sharing insights, best practices, and lessons learned from individual experiences with marketing inside sales.
Sales Consultant
Sysco
07.2015 - 12.2018
- Collaborated with National Account sales team to determine company goals and translate goals to individual clients needs.
- Investigated and resolved strategic issues affecting routing and deliveries.
- Attended numerous retailer and distributor product and sales training events.
- Supported clients with business analysis, documentation and data modeling.
- Maximized customer retention by resolving issues quickly.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Informed customers of promotions to increase sales productivity and volume
- Met existing customers to review current services and expand sales opportunities
Manager, Sales Account Manager (Family Business)
American Vacuum Corporation
06.2008 - 01.2015
- Established new accounts through cold calling and personal visits to potential customers.
- Built strong client rapport to establish diversified network of connections.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Negotiated prices, terms of sales and service agreements.
- Upsold warranties and complementary products to customers through persuasive marketing techniques
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Developed and maintained relationships with customers and suppliers through account development.
Senior Sales Account Executive
Digitel Communications
02.1998 - 07.2008
- Sold new products and services and developed new accounts to maximize revenue potential.
- Employed sales techniques to achieve 100% success rate closing sales.
- Completed weekly cold calls to attract new customers, maintaining 75% conversion rate.
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements.
- Identified issues, analyzed information and provided solutions to problems
- Maintained energy and enthusiasm in fast-paced environment
Leasing Manager
Office Suites Of Centerpark
06.2004 - 07.2008
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Administered operations to handle needs of more than 60 tenants.
- Collected, completed and processed lease applications.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Turned 50% vacancy into 100% occupancy in 60 days.
Education
GED -
Anne Arundel Community College
Arnold, MDSkills
- Relationship building
- Problem solving
- Meticulous attention to detail
- Interpersonal communication skills
- Sales presentation
- Networking enthusiast
- Persuasive negotiator
- Account acquisition
- Active listening
- Task prioritization
- Client relations
- Sales expertise
- Customer education
- Sales closing
- Service upselling
- Computer proficiency
- Critical thinking
- Customer relationship management (CRM)
Accomplishments
- Sustained 94% annual sales growth for 3 consecutive years by introducing innovative sales and marketing techniques.
- Surpassed annual quota by 100% consistently.
- Awarded the elite Presidents Club status.
- Increased revenue by 157%
- Bronze Award
Timeline
Customer Engagement Specialist
United States Pharmacopeia
01.2025 - Current
Customer Engagement Specialist
Evolvers Group, LLC
10.2022 - 01.2025
Inside Sales
Goodman Manufacturing Company
07.2019 - 05.2022
Sales Consultant
Sysco
07.2015 - 12.2018
Manager, Sales Account Manager (Family Business)
American Vacuum Corporation
06.2008 - 01.2015
Leasing Manager
Office Suites Of Centerpark
06.2004 - 07.2008
Senior Sales Account Executive
Digitel Communications
02.1998 - 07.2008
GED -
Anne Arundel Community College