Summary
Overview
Work History
Education
Skills
Awards and Recognitions
Timeline
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KIRKLAND ADAMS

Tampa,FL

Summary

Accomplished Maintenance Service Sales Analyst with a proven track record of navigating complex maintenance ecosystems, optimizing customer support agreements, and driving revenue growth. Expertise in Avaya Enterprise systems and other diverse technology solutions. Demonstrates strong leadership, meticulous problem-solving, and a commitment to exceeding goals. Adept at fostering collaboration, ensuring data integrity, and delivering comprehensive training. A results-oriented professional dedicated to excellence and client satisfaction. Exceptional communicator with ability to accurately interpret needs and provide swift solutions. Received outstanding appraisals and achievement awards year after year, demonstrating professionalism, superior attention to detail, and commitment to excellence on the job.

Overview

25
25
years of professional experience

Work History

Maintenance Service Sales Analyst

ConvergeOne
11.2011 - Current
  • Proficiently navigate complex maintenance ecosystems and coordinating pricing for Avaya Enterprise and other technology systems, addressing intricate requirements, services, and products to meet customer needs.
  • Effectively oversees and orchestrates the renewal process for Avaya subscription and ConvergeOne proprietary maintenance and managed services on behalf of Account Executives.
  • Provides strategic guidance and consultation to Account Executives to optimize end-user customer support agreements, enhancing business continuity and ensuring stable communication operations.
  • Interface with end-user customers as required.
  • Efficiently manage the processing of manufacturer (Avaya) orders and issuance of purchase orders.
  • Collaborate with cross-functional teams to assist in the development of Request for Proposal (RFP) responses involving meticulously reviewing RFP documentation, analyzing customer requirements, and coordinating with subject matter experts to craft comprehensive and compelling responses that align with our organization's capabilities and strategic objectives.
  • Collaborates closely with ConvergeOne and Avaya teams to systematically diagnose and proactively resolve any billing or contract discrepancies.
  • Proactively collaborate with peers and willingly undertake additional tasks beyond standard responsibilities, fostering a strong teamwork ethic and demonstrating commitment to achieving collective goals.
  • Diligently identifies and promptly reports any alterations in tool outputs that have an impact on quoting accuracy and data integrity, ensuring the maintenance of precise and reliable information systems.
  • Assumes responsibility for matters of substantial financial consequence, including the application of service discounts, demonstrating a keen understanding of fiscal considerations within the role.
  • Contributes key recommendations to assist in the formulation and implementation of management policies including operating practices within C1 maintenance quoting department.
  • Pilots new business Standard Operations Procedures (SOP’s), complies with existing SOP’s.
  • Deliver comprehensive training and instruction to onboard new team members, ensuring their proficiency in job functions and promoting effective knowledge transfer within the team.
  • Offering team members expert guidance and clear direction in navigating and resolving complex and challenging scenarios, fostering a collaborative and solution-oriented work environment.

Client Advocate Manager, Customer Account Representative

Avaya Inc
01.2002 - 11.2011
  • Led training initiatives for newly hired employees, offering guidance and support to ensure their success in a fast-paced call center environment.
  • Conducted call monitoring and provided coaching to enhance team performance.
  • Achieved significant sales outcomes in Small and Medium-sized Business (SMB) market. This included client retention, contract negotiations, maintenance annuity sales, account creation, and account management.
  • Demonstrated adept issue resolution skills and unwavering follow-through in addressing cancellation requests. Successfully persuaded customers to maintain their relationship with the company, resulting in improved retention rates.
  • Proactively identified 'at-risk' customers and engaged with them to explore every possible avenue for retention. Ensured that opportunities to retain these customers were thoroughly explored and acted upon.
  • Collaborated closely with leadership and managers to design and implement MS Access and web-based databases. These initiatives were aimed at enhancing client retention and revenue generation activities, contributing to the substantial increase in client retention rates from 14% to 40% over a 5-year period.

Sales Support

X/L Exteriors
01.1999 - 01.2002
  • Proficiently executed appointment setting responsibilities by proactively reaching out to a targeted list of prospective clients.
  • Engaged in effective communication to introduce them to our products and services, showcasing their value propositions.
  • Facilitated and organized meetings between clients and our sales representatives to further nurture client relationships and drive sales.

Education

High School Diploma -

Brandon High School
Brandon, FL

Skills

  • Microsoft Windows and Office
  • Cost Control
  • Interpersonal Communication Skills
  • Goal Attainment
  • Business Partnerships
  • PLDS (Licensing database)
  • Sales Force/PRM
  • Avaya One Source Renewals Tool
  • Global Registration Tool
  • Business Process Efficiency

Awards and Recognitions

• Co-Recipient of the 2012 NE Leadership Award.
• Recipient of the 2013 NE employee of the year award.
• Team achievement recognition for Raving Fans in 2020.
• Year after year recipient of outstanding quality process ratings.
• Appointed as Team Lead in 2023.

Timeline

Maintenance Service Sales Analyst

ConvergeOne
11.2011 - Current

Client Advocate Manager, Customer Account Representative

Avaya Inc
01.2002 - 11.2011

Sales Support

X/L Exteriors
01.1999 - 01.2002

High School Diploma -

Brandon High School

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KIRKLAND ADAMS