Salesforce
KENYA A. HOOVER
Covington,Ga
Summary
Organized and efficient Director supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Director of Order to Cash, Global Transformation
Sovos
Atlanta, GA
01.2022 - Current
- Work with senior leadership to develop and maintain comprehensive strategy for transforming Order to Cash function globally.
- Responsible for executing on specific transformation project initiatives that focus on initiatives that improve both efficiencies and controls through process optimization.
- Trusted advisor to various stakeholders including C-level executives, senior leadership, Sales, Sales Operations, Legal, Product Management, IT, Human Resources, and Accounting Operations.
- Expert in Training, Employee Relations and Organizational Development.
- Project management coach for key finance initiatives by maintaining project plans with clear deliverables, dependencies, delivery targets, etc
- Handle day-to-day AR accounting processes to drive financial accuracy, reduced past due AR by 45% year-over-year.
- Conduct regular reviews of operations and identified areas for improvement.
- Develop effective improvement plans in alignment with goals and able to collect $16M in past due invoices in 11 months.
- Manage complex problem-solving for upper management in order to complete projects on-time and within budget.
- Help meet changing demands by recommending improvements to business systems or procedures.
- Evaluate staff performance and provided coaching to address areas of opportunity.
Sr. Global Revenue Assurance Manager
NCR Corp
Atlanta, GA
04.2017 - 12.2021
- Evaluated, selected, designed, and implemented project management tool and global processes for internal and external stakeholders.
- Hired, trained, coached, and managed 30 - 117 direct and indirect reports spanning 6 regions.
- Leveraged data and analytics to make informed decisions and drive business improvements, resulting in reconciling/recovering $160M in revenue on 15% of our global customer base.
- Increased process productivity from 77% to 149% in 3 months.
- Worked within core team to streamline business processes and internal controls, resulting in scalable and detailed set of procedures.
- Collaborated with C-level executives and stakeholders to develop long-term plans to reduce revenue leakage.
- Created revenue dashboards to provide insights into key performance indicators.
Inside Sales Manager
NCR Corp. SMB
Atlanta, GA
08.2016 - 04.2017
- Analyzed sales process to map effective sales flow to drive revenue.
- Generated revenue by coaching sales team on effective prospecting and lead development strategies.
- Maximized sales team efficiency by revamping selling approach.
- Increased sale productivity by 30% by team right-sizing team that reduced head count by 14%.
- Developed Sales KPIs to measure performance to drive behaviors.
- Introduce value propositioning techniques, master sales playbook, daily sales guide and prospecting playbook.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Increased referrals 45% by building productive partner networks.
- Surpassed sales goals by 30% annually with implementation of diverse sales tools and strategies.
- Managed 15 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented systems and procedures to increase sales.
Concierge Supervisor
NCR Corp, SMB
Alpharetta, GA
08.2016 - 04.2017
- Designed Concierge and Enablement process by reducing training time by 45% while increasing customers experience.
- Introduce time management processes to increase number of customers on-boarded within 30 days along with reducing initial implementation time by 35%.
- Transformed existing training program, which resulted in achieved sales plans and customer on-boarding initiatives that resulted in averaging 65 NPS score.
- Increased productivity by over 90% with automation of tedious processes and improved training.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Evaluated performance against goals and implemented appropriate development plans.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Inside Sales Specialist
NCR Corp Division
Alpharetta, GA
02.2015 - 07.2016
- Developed and deepened customer relationships to drive revenue growth.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Prepared forecasts to gain understanding of measures needed to grow business.
- 75% conversion rate by executed successful sales strategies to convert leads into customers.
- Cross-sold products and services to clients to secure additional business and grow revenue streams.
- Trained clients on product features and updates to secure buy-in.
- Managed sales cycle to maintain solid customer base.
Inside Business Sales Account Manager
Sprint
Norcross, GA
07.2014 - 02.2015
- Attained sales quotas consistently through tenacious dedication to always seeking new business and efficiently closing sales.
- Developed exceptional rapport with customers to build trust and create value through guided buying decisions.
- Serviced accounts regularly to keep revenue high and capitalize on cross-selling opportunities.
- Matched customers to products based on in-depth understanding of different business models and needs.
- Managed book of business with over 100 regular customers across multiple product lines.
- Contributed to team success by helping train and motivate less experienced team members.
General Manager
VisionWorks
Lithonia, GA
12.2013 - 07.2014
- Optimized retail store processes to ensure high team performance.
- Managed over 20 team members.
- Determined areas of improvement for cost control and initiate changes.
- Reduced expenses by 15% driving waste minimization and allocating staff levels correctly.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability resulting in $1M in revenue monthly.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
Master of Science - Human Resources Management
McDaniel College
Westminster 09.2001 - 12.2002
Bachelor of Arts - English
Virginia Commonwealth University
Richmond, VA 09.1995 - 10.1999
Skills
Coaching and mentoring
undefinedCertification
Lean Six Sigma Green Belt
Software
NetSuite
MS Office
G-Suite
Tableau
Qualtrics
Timeline
Director of Order to Cash, Global Transformation
Sovos
01.2022 - Current
Sr. Global Revenue Assurance Manager
NCR Corp
04.2017 - 12.2021
Inside Sales Manager
NCR Corp. SMB
08.2016 - 04.2017
Concierge Supervisor
NCR Corp, SMB
08.2016 - 04.2017
Inside Sales Specialist
NCR Corp Division
02.2015 - 07.2016
Inside Business Sales Account Manager
Sprint
07.2014 - 02.2015
General Manager
VisionWorks
12.2013 - 07.2014
Master of Science - Human Resources Management
McDaniel College
09.2001 - 12.2002
Bachelor of Arts - English
Virginia Commonwealth University
09.1995 - 10.1999
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