Melissa Knight

• Define data and how it will be used to ensure integrity, usability and security
• Work with system architects, design analysts to understand requirements
• Define governance roles & responsibilities; establish policies, processes & draft SOPs
• Define performance indicators & quality metrics to maintain compliance
• Collaborate with others to identify issues, recommend improvements & communicate changes
• Assist with sales & marketing strategies to achieve revenue goals.

• Use dashboards & reports to gather, organize & analyze data, provide coaching to users to improve accuracy
• Strategize with sales leaders areas for improvement
• Create training materials & recordings for Onboarding
• Deliver training to sales & operations on systems and tools and provide overview of corporate policies and procedure
• Create & distribute 300+ commission plans annually and reconcile discrepancies monthly
• Review & test system enhancements, new reports & processes before communicating to users
• Collaborated with other departments to share feedback and ideas to improve processes

Sr. Manager Global Sales Operations (2017 - 2020)

• Partner with sales leaders to allocate sales resources at account level & create balanced territories
• Coordinate with marketing & sales leaders to create lead flow process
• Worked with sales leadership to develop sales onboarding plan
• Partnered with HR to create starter/leaver process to reassign accounts & opportunities ensuring customers are not impacted
• Reviewed team metrics & compliance against SLAs
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Sr. Manager of CRM Operations (2016-2017)

• Partnered with key stakeholders to map business processes for CRM/ERP, understand interdependencies & recommend improvements and best practices
• Partnered with IT and leaders to develop system requirements & processes for SFDC & Intacct
• Led improvement initiatives to advance operational efficiencies
• Reduced bottlenecks by training & coaching employees on best practices, procedures and performance strategies.
• Test end-to-end functionality for system enhancements; help prepare training materials
• Assisted in developing a continuity plan for system failure

Sr. Manager of Client Services (2014 - 2016)

• Introduced higher standards for customer service & increased efficiency by streamlining operations.
• Created onboarding roadmap; conducted training & mentored team to promote productivity & commitment to friendly service.
• Partnered with product team to create enablement sessions specific to user groups
• Implemented systems to track and log work issues
• Developed departmental goals to support our vision and align to company's strategic plan
• Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.

Manager of Customer Service (2007-2014)

• Created transition plan to relocate Client Operations to Florida
• Hired & onboarded new CS team; achieved 99.8% accuracy in first year
• Monitored metrics, developed actionable insights to improve efficiency & performance.
• Defined system requirements & implemented SFDC to manage Classes, Projects, Cases & Trainer Scheduling

Customer Service Supervisor (2004 - 2007)

• Created On-boarding roadmap, training materials & delivered training
• Conducted meetings to provide updates & listen to their ideas or challenges
• Troubleshoot problem areas & recommend solutions

Customer Service Lead (2000 - 2004)

• Consolidated products from 3 companies into one ordering guide
• Reviewed sales pipeline to ensure support is available
• Improved customer experience through standardized communication templates
• Assisted with interviews & onboarding new employees

Customer Account Representative (1997-2000)

• Supported Top 12 Sellers & their Clients by coordinating 20+ events weekly
• Monitored incoming work & completion status to ensure client's needs were met on time