Hi, I’m
Katy E. Houston
Marietta,GA
Summary
Experienced Sales Operations Analyst with proven track record of achieving goals. Team-focused experience with diverse groups. Self-starter who meets project deadlines and requirements while performing multiple tasks within fast-paced environments. Responds rapidly and appropriately to changing circumstances; evaluates problems, makes astute decisions to effect positive change, and refocus on new priorities. Thrives as a team player. Displays professional demeanor and maintains confidentiality within fast-paced, stressful environments. Outstanding interpersonal communication skills; quickly establishes rapport with clients and staff members.
Overview
13
years of professional experience
Work History
Secureworks Corp
Senior Sales Operations Analyst
03.2017 - 02.2024
Job overview
- Contributor to Sales support team responsible for all aspects of Order Management, Quality Assurance and forecasting globally. (Salesforce.com)
- Facilitated communication between the sales department and other internal stakeholders, enhancing collaboration efforts across the organization.
- Managed Quote Support Request queue for any sales quoting needs.
- Created Quote proposal documents and Statements of Work for client delivery.
- Functional liaison between the external selling team and Secureworks clients for all quote-related requests.
- Developed key performance indicators for monitoring and improving sales team performance, contributing to overall growth.
- Contributor to Quoting Content Management system for process documentation.
- Regular contributor to Atlas Content Management programs increasing sales efficiency via knowledge base.
- Experience using Salesforce.com, Tableau, MS Office.
CBEYOND/ BIRCH
Service Coordinator
09.2010 - 03.2017
Job overview
- Develop and maintain productive working relationships with project owners, business functions, IT developers, vendors, and other project stakeholders.
- Provide project planning, vendor selection and quality assurance efforts.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Monitor timelines and flagged potential issues to be addressed.
- Acquire enhanced computer and phone skills to schedule and process multiple order types.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Train and develop new employees.
- Develop organizational skills to excel in a time-sensitive environment managing multiple tasks for customers and co-workers.
- Promoted to lead position for the Data Entry Group to review accounts and paperwork for internal auditing.
- Deliver exceptional customer service, going above and beyond normal expectations when answering questions and resolving disputes.
- Evaluated customer needs and feedback to drive product and service improvements.
- Coordinated and monitored service activities to confirm work met all requirements.
Education
Eastern Kentucky UniversityRichmond, KY
Bachelor of Arts from General Studies of Health Sciences
05.2009
Skills
- Data Management
- Order Processing
- Customer Support Services
- Customer Retention
- Renewals Management
- Quality Assurance
- Problem Identification & Resolution
- Process Improvements
- Project Implementation
- Account Management
- Research & Filing
- Scheduling & Dispatch
- Administrative Support
- Staff Training
- CPQ implementation
Affiliations
- UK Dance Team • Alpha Delta Pi Sorority • American Business Women's Association - ABWA
Timeline
Senior Sales Operations Analyst
Secureworks Corp
03.2017 - 02.2024
Service Coordinator
CBEYOND/ BIRCH
09.2010 - 03.2017
Eastern Kentucky University
Bachelor of Arts from General Studies of Health Sciences