Lyla Fitch
Boston,MA
Summary
Results-driven Sales Operations Analyst with expertise in CRM management and process optimization. Proven ability to enhance sales efficiency through data analysis, forecasting, and cross-functional collaboration in supporting rapid growth initiatives. Achieved a 50% reduction in customer support headcount through AI-driven solutions while maintaining high CSAT scores. Experienced in supporting sales teams with accurate activity tracking, pipeline management, and strategic insights. Passionate about leveraging data analytics to optimize sales operations in innovative technology environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Sales Operations Analyst
EnergySage
Boston, MA
08.2023 - Current
- Optimize workflows and automate key processes to enhance sales efficiency and data accuracy.
- Manage CRM administration and training for cross-functional sales teams, ensuring consistent data capture, reporting standards, and alignment with revenue operations goals.
- Lead go-to-market project initiatives by collaborating with sales, marketing, and product teams.
- Implemented AI-driven solutions to streamline customer support operations, achieving a 50% reduction in headcount during high-demand periods, while maintaining exceptional CSAT and NPS scores—demonstrating the ability to scale operations efficiently.
- Conducted a comprehensive sales performance analysis to identify bottlenecks and inefficiencies within the sales organization
Energy Advisor
EnergySage
Boston, MA
09.2021 - 07.2023
- Educated homeowners on the financial and environmental advantages of solar energy, highlighting incentives and financing options, to support confident purchasing decisions.
- Closed over 400 residential solar sales through personalized consultations and trust-building strategies.
- Achieved conversion rate of 30%, surpassing team average, while maintaining high Net Promoter Score of 95.
Executive Assistant Intern
Habitat for Humanity
Northampton, MA
05.2021 - 08.2021
- Organized events and volunteer activities, ensuring seamless execution and enhancing community engagement in Pioneer Valley.
- Designed marketing materials, brochures, and presentations for new home building projects.
- Drafted grant applications and reported on diversity, equity, inclusion, and sustainability impact.
Education
Bachelor of Science - Sustainable Community Development
University of Massachusetts, Amherst
Amherst, MA05.2021
Skills
- CRM management
- Data analysis and visualization
- AI implementation
- Cross-functional project management
- Process optimization
- Digital marketplace operations
- Market research
- Communication
- Sales training and support
- HubSpot, Salesforce, Zapier, JustCall, Gong, Asana, Excel, Google Suite
Certification
Sales & Enablement Certification (HubSpot, 2024)
Affiliations
- Horizons for Homeless Children, PlaySpace Activity Leader, 2025
- Green Infrastructure Volunteer Program, City of Boston, 2024
- FLARE Education, Mentorship Program, 2023
Timeline
Senior Sales Operations Analyst
EnergySage
08.2023 - Current
Energy Advisor
EnergySage
09.2021 - 07.2023
Executive Assistant Intern
Habitat for Humanity
05.2021 - 08.2021
Bachelor of Science - Sustainable Community Development
University of Massachusetts, Amherst
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