Melissa Cannon

Work History

Customer Success - Account Manager

Progressive

05.2023 - Current

Promote sale of bundled products to ensure optimal solution for customer. Sell with goals of exceeding departmental, financial, and unit targets. Increase sales by 10%.
Stays abreast of competitive landscape and emerging technologies to best position Progressive Direct Services in marketplace.
Led and mentored development of junior customer success managers while serving as senior customer success manager.
Fostered professional development and growth by leading and mentoring team of four junior CSMs. ·
Drove significant growth in key accounts and increased high Gross Renewal Rate (GRR) by developing / enhancing client relationships and managing cross-functional teams.
Lead supervision for new hires and/or floor support.

Account Manager, Sales Partner

EdFoal AI

10.2023 - Current

Identify and target potential clients in US who can benefit from AI services.
Develop and execute a strategic sales plan to achieve revenue targets.
Cultivate and nurture long-term relationships with key stakeholders.
Collaborate with AI development team to tailor solutions to client needs.
Stay up-to-date with industry trends and market dynamics to identify new opportunities.
Represent company at industry events and networking functions.
Provide enterprise level solutions Artificial Intelligence as a Service (AIaaS) in areas of data engineering, automation, machine learning (ML), natural language processing (NLP), computer vision, predictive analysis, and generative AI.
Daily focus on customer satisfaction and resolving any and all issues for overall increased satisfaction scores and revenue protection
Collaborate with Project Management and Solutions Engineering teams to upsell/cross sell current clients
Coordinate with Sales Executives and Project Management team to ensure smooth kick off for newly acquired customers

Customer Experience Manager

Homeward, Inc.

08.2021 - 05.2023

Effective Communication and Engagement - Articulate unique value of Homeward approach, providing expert support to customers and agents.
Guide agents and clients through entire home selling and home buying process
Manage agent needs and protect timelines within fast moving transactions.
Facilitate contract negotiations with buyer agents on behalf of selling principal
Leverage market conditions to forecast contract volume, terms, and net to selling principal
Communicate time sensitive contract details to all stakeholders
Collaborate with cross channel teams to resolve high impact time sensitive issues
Facilitate over 200 home sales netting over $75M in sales
Top Performer in Sales and Client Satisfaction - Consistently ranked top 20% for sales, conversion rates, and client satisfaction, demonstrating a track record of excellence.
Client Success Management Expertise - Collaborate strategically with clients, offering tailored solutions for mutual success.
Identify growth opportunities, working seamlessly with Sales to expand portfolios.
Onboarding and Training Leadership - Lead seamless onboarding for new clients, ensuring positive transition and providing training on products/services.
Issue Resolution and Proactive Problem-Solving - Act as liaison, orchestrating timely issue resolution and proactively addressing potential challenges.
Strategic Relationship Building - Cultivate robust relationships with brokerages and realty teams, contributing tobtrusted industry partner status.
Converted over 60% of company provided leads on goal of 50%

Account Manager, Consumer Loans

Lenox Financial

03.2021 - 08.2021

Inside sales role with emphasis on phone prospecting and lead conversion leveraging CRM to collect, organize and manage sales data and customer information.
Converted leads to qualified referrals and then implemented relationship management strategies to ensure repeat client referrals.
Effectively secure financing for Borrowers - Monthly pipeline consistently over $2,000,00
Maintained in-depth knowledge of home construction process, and real estate markets across multiple states, competition analysis, and sales cycle management.
Met and exceeded daily/weekly productivity metrics in outbound calls, scheduled presentations, transaction management and submitted referrals.
Monitored performance of existing loan portfolios to identify and address any issues.
Identified problem areas within loan portfolios, analyzed risks and suggested appropriate solutions resulting in 10% customer retention increase.
Licensed in 12 States

MLO - Account Manager

Amerisave Mortgage

07.2020 - 03.2021

Qualified leads, built relationships and executed sales strategies to drive new business.
Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
Originated, negotiated, and expedited loans for members finding appropriate loan program by reviewing applicant needs and risk mitigation.
Structured transactions and assisted members in loan process, from pre-approval to underwriting negotiation to loan closure.
Managed portfolios of new and existing members, worked along processing department to close loans.
Performed and used multi-factorial analysis of cash flow using W-2’s, paystubs, assets, bank statements, and taxes with proper documentation of mitigating factors to ensure loan was within policies and guidelines.
Consistently exceeded monthly sales.

Agent Experience Partner (Account Manager)

Opendoor

07.2018 - 05.2020

Virtual primary point of contact for high volume portfolio of interested home sellers.
Duties included proactive communication with interested clients, scheduling discovery calls, presenting sellers with Opendoor’s offer to purchase or adjacent services, negotiating repair estimates within due diligence period, and ensuring a successful closing.
Worked with agents from contract to close to meet seller’s needs and timelines.
285 houses closed, 300+ contracts, high conversion & low withdrawal rate.
$87.5M in Homes Acquired, and put up for resale.
Consistently performed in top 20% in the company in the areas of monthly sales, conversion, and client satisfaction.
Started within first 35% of startup company employees and assisted in creating standard operating procedures, trainings, and operational enhancements for organization.
Lead key business development initiatives throughout new markets — collaborating with Product Development Team on new market analyses, city comparisons, pilots, and market launches.
Supported organization in rapid expansion from 2 to 18 markets in 2.5 years.
Guide customers through the process of selling directly to Opendoor (without real estate agents); executing and managing a team on fast paced, high volume SLA’s (over indexing on personal SLA’s at 92% vs. 90% goal).
Assist Manage the newly created teams of Homebuilder and Agent Acquisition Home Advisors — consisting of multiple remote and local teams in Atlanta and Dallas-Fort Worth areas.
Oversee Homebuilder Team of ~10 people and developed team from ground up — achieving 120% to goal YoY and becoming the largest internal market within Opendoor.
Mediate between customers and builders and support builder partnerships with Opendoor.
Mentor Junior Associates in Agent Experience Partner Team, focusing on professional growth, ongoing training, and talent retention.

Corporate Recruiter + Coach

Owners.com / Altisource Portfolio Solutions

02.2018 - 07.2018

Spearheaded behavioral interview process for tech-driven startup resulting in 24 successful hires during Q2 2018.
Expanded recruitment efforts into various corporate sectors, including Property Management, Business Development, Brokerage Support, and IT.
Aligned recruitment strategies with specific business needs through collaboration with hiring managers.
Introduced tailored interview guides, leading to 50% increase in 90-day agent retention and improved equity in screening process.
Led impactful initiative to collaborate with local real estate association, enhancing brand awareness and establishing consistent pipeline of high-performing agent candidates.
Tracked and analyzed recruitment KPIs to measure value of resources and ensure highest ROI. - Specialized in challenging markets based on senior leadership recommendations.
Verified candidates' certifications, licenses, and transactions as necessary.
Coached and elevated performance of 85 active Agents in State of Florida and Georgia, consistently surpassing monthly department performance goals
Successfully implemented remote coaching team, achieving enhanced team efficiency.
Developed strategic initiatives to increase department productivity and lower costs.
Recognized for cultivating strong relationships, delivering excellent client care, and seamlessly transitioning between teams.

Real Estate Agent (part-time)

Virtual Properties Realty

01.2010 - 06.2023

Developed and maintained relationships with clients through cold calling, email campaigns, farming, referrals.
Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations averaging 20 transactions per year.
Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads resulting in 22% of business from referrals.
Conducted comprehensive market analysis identifying opportunities for investors.
Reviewed market research data and changed sales plans accordingly.
Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.

Summary

Overview

Work History

Customer Success - Account Manager

Account Manager, Sales Partner

Customer Experience Manager

Account Manager, Consumer Loans

MLO - Account Manager

Agent Experience Partner (Account Manager)

Corporate Recruiter + Coach

Real Estate Agent (part-time)

Education

License -

Certificate -

License -

Skills

Timeline

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