KELLI BRANCH

Sales Operations Specialist

06/2018 - 05/2020

• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without supervision.
• Worked with Information Technology team by reporting errors and bugs on newly released software and assisted in deployment of release fixes.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Project Management- Direct Orders

02/2015 - 06/2018

• Aligned organizational objectives with company mission, increasing revenue, profit, and business growth by collaboratively developing integrated strategies.
• Managed and motivated project teams to promote collaboration and keep members on-task and productive.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.

Customer Account Manager

08/2013 - 02/2015

• Attained 105% revenue goals on a consistent basis staying current on customer needs and industry trends.
• Establish new business with existing customer base through exploratory and informative meetings focused on value and benefits of device solutions.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs and resolving problems for over 200 existing customer's.

• Successfully identified areas of improvement through regular audits and the development of policies and procedures to effectively elude regulatory penalties.
• Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.

• Followed nutritional plans to prepare optimal meals for a parent.
• Completed entries in log books, journals and care plans to document accurately report patient progress.
• Coordinated daily medicine schedules and administration to help parent address symptoms and enhance quality of life.

Field Account Specialist/Project Coordinator

05/2007 - 01/2008

• Reviewed and interpreted facility orders, network design, and circuit layout orders.
• Created presentations for customers and project members detailing project scope, progress and results, keeping all entities well-informed of milestones and goals.
• Kept projects on schedule by managing deadlines and adjusting workflows as needed.

Customer Service Supervisor

03/2005 - 05/2007

• Accomplished successful recruitment of Customer Service Representatives, engage in the interview process and recruit staff for the customer service department.
• Encompass coaching and feedback to call center representatives involved in researching customer inquiries.
• Maximized team knowledge and productivity by effectively training, monitoring, and directing employees in application of best practices and regulatory protocols.

• Accountable for the creation, distribution and implementation of departmental policies and procedures, and confidential projects including payroll.
• Accurate analysis of department costs and budget to effectively maintain overhead expenditures.
• Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.

Sales Associate

07/1999 - 07/2000

• Execute open enrollment sessions for small and large groups through Broker community to increase revenue objectives.
• Regular market research to gain current knowledge of competitors' benefits and pricing.
• Established beneficial professional networks and partnerships to gain insight and campaign support resulting in long-term business relationships.