MONAJA JACKSON
TECH-SAVVY CUSTOMER SERVICE PROFESSIONAL | ASPIRING SAAS SDR
Newport News,VA
Summary
Results-driven professional transitioning into SaaS sales with a strong foundation in customer service and data management. Proven success in building client relationships and resolving complex issues in fast-paced environments. Skilled in CRM platforms like HubSpot to streamline sales processes and manage leads. Adept at lead generation, prospect qualification, and driving sales pipeline growth with a customer-focused approach. Known for multitasking, attention to detail, and exceeding performance goals.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
SDR Student & Apprentice
Generation USA
Newport News, VA
9 2024 - Current
- Completed 320 hours of SaaS Sales Development Representative (SDR) training focused on mastering lead qualification, cold outreach, CRM tools, and sales resilience to drive successful pipeline generation and exceed key performance metrics.
- Gained hands-on experience through 45 hours of paid internships with HubSpot, applying key SDR skills in real-world scenarios.
- Developed skills in HubSpot CRM and sales tools such as LinkedIn, ChatGPT, Hunter.io, etc.
- Mastered cold-calling, email sequencing, and LinkedIn prospecting to connect with and qualify leads for SaaS products.
- Trained in objection handling, effective discovery calls, and multi-threading strategies to drive engagement with decision-makers.
- Collaborated with peers in role-playing exercises to simulate sales calls, improving active listening and problem-solving abilities.
Assessment Care Coordinator
Genesis Counseling Center
Hampton, VA
05.2023 - 05.2024
- Facilitated communication with key stakeholders to enhance overall customer satisfaction among healthcare professionals, clients, and their families to enhance the overall quality of care while efficiently managing inquiries about policies and services
- Demonstrated proficiency in various Microsoft products, including Outlook, Word, Excel, and Teams, effectively utilizing them to streamline administrative tasks, enhance communication, and optimize data management processes
- Managed over 100 inbound and outbound calls daily, directing inquiries to appropriate services and utilizing the EHR system to track client interactions, resulting in a 20% increase in customer satisfaction and maintaining a 95% client satisfaction rate through timely follow-ups
Marketing Specialist
Motil SaaS
Newport News, VA
10.2022 - 12.2022
- Produced engaging content, including blog posts, social media updates, and email newsletters, to effectively communicate product features and benefits, contributing to 25% increase in website traffic
- Leveraged analytics tools, such as Google Analytics and Hootsuite, to track campaign performance and customer engagement, optimizing marketing strategies based on data-driven insights
Service Professional
Illinois Air National Guard
Scott Air Force Base, IL
08.2015 - 08.2021
- Provided top-tier customer service in high-pressure environments, resolving inquiries and issues efficiently, leading to a 95% satisfaction rate among service members
- Effectively managed essential services like food and shelter during deployments, overseeing daily food service and lodging operations
- Streamlined processes and enhanced service delivery while building strong relationships with key personnel on base through community and recreational programs
- Awarded Diamond Sharp Award for outstanding performance and dedication to service excellence, demonstrating a consistent commitment to quality and exceeding organizational goals
- Served as Installation Services Contracting Officer Representative at Al Udeid Air Base, Qatar, overseeing quality assurance for three contracts totaling $32 million, ensuring full compliance with specifications and standards.
- Executed 480 inspections, identifying and rectifying 315 discrepancies to maintain operational integrity and support mission success for the AFCENT hub
Patient Service Representative
Barnes-Jewish Hospital
Saint Louis, MO
01.2017 - 06.2019
- Facilitated smooth patient admissions by accurately collecting and entering demographic information into the Epic EHR system, ensuring compliance with privacy regulations, and maintaining a 98% accuracy rate in data entry
- Optimized patient scheduling by coordinating appointments to minimize wait times, achieving a 98% scheduling efficiency rate and increasing patient satisfaction by 25% through effective needs assessments and service matching
Shift Supervisor
Gulf Coast Enterprise
Eielson Air Force Base, AK
08.2014 - 10.2016
- Supervised daily operations of the dining facility at Eielson AFB, overseeing a team of 20 employees to ensure smooth and efficient service delivery in a fast-paced, high-volume environment.
- Trained and mentored new staff, providing hands-on guidance in food safety protocols, customer service standards, and operational procedures to ensure consistent performance and service quality.
- Handled customer inquiries and resolved issues in a professional and timely manner, contributing to high levels of customer satisfaction and operational efficiency.
- Collaborated with upper management to develop and enforce policies and procedures that optimized workflow, enhanced service quality, and maintained a positive work environment.
- • Managed inventory control and procurement processes, ensuring the availability of supplies while minimizing waste and reducing operational costs by 70%.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA 01.2022 - Current
Skills
Relationship Building
Organizational Excellence
Communication
CRM Software
Lead Qualification
Adaptability
Active Listening
Empathy
Data Analysis
Sales Cadence Tools
Microsoft Office Suite
Lead Qualification
Certification
Hubspot Sales Hub Software
Timeline
Hubspot Sales Hub Software
10-2024
Assessment Care Coordinator
Genesis Counseling Center
05.2023 - 05.2024
Marketing Specialist
Motil SaaS
10.2022 - 12.2022
Bachelor of Science - Psychology
Liberty University
01.2022 - Current
Patient Service Representative
Barnes-Jewish Hospital
01.2017 - 06.2019
Service Professional
Illinois Air National Guard
08.2015 - 08.2021
Shift Supervisor
Gulf Coast Enterprise
08.2014 - 10.2016
SDR Student & Apprentice
Generation USA
9 2024 - Current
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