Merinda Clayton
Snoqualmie,WA
Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Versatile Director of Sales Operations committed to accomplishing performance objectives with special focus on business revenue, customer satisfaction and managing day-to-day operations. Offering 15+ years of comprehensive experience providing support in business operations and conducting business processes. Recognized for developing best practices to maximize sale initiatives and setting new standards for expectations.
Education
Bachelor of Arts, Business Administration Major -
Washington State University
Pullman, WAMaster of Business Administration (MBA); Organizational Leadership -
Washington State University
Pullman, WA05.2024
Work History
DIRECTOR OF SALES OPERATIONS
Tasso Inc. - Biotechnology, Medical Device Manufacturing
05.2020 - Current
- Spearheaded the design and launch of a comprehensive customer onboarding program, resulting in a 26% increase in customer satisfaction within the first quarter (NPS score)
- Led strategic initiatives that propelled sales operations from a $10 million pipeline in 2020 to an impressive $82 million pipeline by 2024, driving exponential growth and market expansion.
- Achieved a 16% reduction in operational costs through the identification of inefficiencies and the successful implementation of automation measures within the Salesforce platform
- Leading a high-performance customer support team, achieving an average FCR of 83.5% and an average abandonment rate of less than 3%
- Transitioned the customer complaints program from paper-based to Arena (eQMS), reducing the average complaint intake and routing time by 65.7%
- Developed and implemented repeatable RFP & RFI response processes within SF, contributing significantly to Tasso's commercial pipeline growth.
SENIOR MANAGER OF CUSTOMER SOLUTIONS
Spacelabs Healthcare - Medical Device Manufacturing
01.2016 - 05.2020
- Oversaw operations for five global service teams, including Customer Service, Equipment Repair Center, Field Service Operations, Customer Install Base Management, and the Factory factory-certified program
- Championed Three Six-Sigma greenbelt projects, driving multi-million-dollar improvement initiatives in Service Inventory Management, Complaint Processing, and Return Goods Processes
- Reduced non-value-added processing time in the repair center by 58%, decreasing average turnaround time from 17 days in FY17 to 5 days by FY20
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
LEAD CLIENT OPERATIONS MANAGER
ICON Consulting - Financial Management
02.2014 - 12.2015
- Successfully managed over 150 clients with over $200 million in assets, providing exceptional client service experience
- Demonstrated leadership in managing client operational activities, coordinating with multiple vendors, and overseeing day-to-day client operations
- Developed strong relationships with clients to better understand their needs and deliver tailored services.
- Streamlined processes for increased efficiency in managing client accounts and resolving concerns.
Overview
17
17
years of professional experience
1
1
Certificate
Skills
- Sales/Rev Operations
- Six Sigma - LEAN
- Continuous Improvement
- Customer Success
- Strategic Planning
- Budget Development
- Salesforce CRM
- Sales Training
- Revenue Growth
- Pipeline Management
Certification
Six-Sigma Greenbelt, Spacelabs Healthcare
Timeline
DIRECTOR OF SALES OPERATIONS
Tasso Inc. - Biotechnology, Medical Device Manufacturing
05.2020 - Current
SENIOR MANAGER OF CUSTOMER SOLUTIONS
Spacelabs Healthcare - Medical Device Manufacturing
01.2016 - 05.2020
LEAD CLIENT OPERATIONS MANAGER
ICON Consulting - Financial Management
02.2014 - 12.2015
Bachelor of Arts, Business Administration Major -
Washington State University
Master of Business Administration (MBA); Organizational Leadership -
Washington State University
Six-Sigma Greenbelt, Spacelabs Healthcare
References
Available upon request.
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