Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Dulaney

Kenosha,WI

Summary

Dynamic leader with extensive experience at ICU Medical, recognized for improving team operations and enhancing customer satisfaction. Achievements include spearheading initiatives that significantly boosted KPIs through strong analytical problem-solving and effective leadership. Proficient in strategic issue resolution and comprehensive project oversight, ensuring the successful execution of sales support strategies. Career goals focus on driving further operational excellence in a challenging environment.

Overview

9
9
years of professional experience

Work History

Manager, Sales Support – US & CA

ICU Medical
Lake Forest, USA
07.2021 - Current
  • Lead, evaluate, and continuously enhance the Sales Support team’s operations
  • Mentor and guide a remote team of over 30 direct reports
  • Collaborate with commercial teams, business units, and supply chain functions to drive customer satisfaction
  • Establish performance standards aligned with corporate service goals
  • Ensure team performance meets or exceeds KPIs, SLAs, and communication standards
  • Act as the primary escalation point for customer issues and process improvements
  • Develop and implement operational procedures to align with company initiatives
  • Measure team performance, oversee employment decisions, and facilitate cross-training
  • Coordinate with supply chain teams to ensure key accounts' expectations are met during onboarding and conversions
  • Support the Planning department in managing backorders and late deliveries, ensuring timely and accurate customer updates
  • Spearhead special projects and process enhancements to optimize team efficiency

Supervisor, Sales Support

ICU Medical
Lake Forest, USA
02.2019 - 07.2021
  • Served as the primary liaison for assigned Sales Representatives and Regional Managers
  • Managed internal and external sales communications and inquiries
  • Oversaw sales documentation, including quotes and GPO lookups
  • Provided technical support and maintained in-depth product and competitor knowledge
  • Assisted sales representatives with territory management and data analysis
  • Managed vendor credentialing processes and high-visibility customer demand
  • Developed relationships with distributors and inside sales teams for optimized sales execution
  • Coordinated sales forecasting, pipeline data, and loss tracking in key databases

Account Manager | Project Manager

Illini/Neil Enterprises
Vernon Hills, USA
01.2016 - 02.2019
  • Served as the main point of contact for client concerns and strategic needs
  • Strengthened client relationships, fostering long-term partnerships
  • Maintained accurate client records, tracking contract updates and renewals
  • Collaborated with sales and internal teams to develop marketing strategies and ensure KPI adherence
  • Identified opportunities for upselling, cross-selling, and renewals, aligning them with client needs
  • Managed direct communication with distributors, sales representatives, and end users
  • Regularly engaged with clients to assess market shifts and uncover new business opportunities

Education

Associate of Arts - Business Administration

College of Lake County
Grayslake, IL

Recreation/Water Park Business Operations -

Walt Disney World Internship Program
Lake Buena Vista, FL

Skills

  • Microsoft Office Proficiency
  • Effective Team Leadership
  • Analytical Problem Solving
  • Strategic Issue Resolution
  • Integrated Project & Account Oversight
  • Effective Client Negotiation
  • Legal Document Analysis
  • Strong Written Communication
  • Timely Project Completion
  • KPI Monitoring and Improvement

Timeline

Manager, Sales Support – US & CA

ICU Medical
07.2021 - Current

Supervisor, Sales Support

ICU Medical
02.2019 - 07.2021

Account Manager | Project Manager

Illini/Neil Enterprises
01.2016 - 02.2019

Associate of Arts - Business Administration

College of Lake County

Recreation/Water Park Business Operations -

Walt Disney World Internship Program

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Matthew Dulaney