Nicole Grate
Baltimore,MD
Summary
Customer-oriented Program Manager with over 8 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success.
Overview
8
8
years of professional experience
Work History
Program Manager
Tessco Technologies Inc.
Baltimore, MD
04.2023 - Current
- Evaluate individual and team business performance and identify opportunities for improvement.
- Resolve customer inquiries and complaints requiring management-level escalation.
- Conduct regular check-ins with clients to ensure their needs are met.
- Analyze customer data to identify trends, issues, and opportunities for improvement.
- Analyze business performance data and forecasted business results for upper management.
- Develop and establish new relationships to drive company growth.
- Created reports outlining customer usage and retention metrics.
- Assign work and monitored performance of program personnel.
- Proposed or approved modifications to program plans.
- Develop custom solutions for customers based on their individual business objectives.
- Collaborate with cross-functional teams to develop strategies for driving customer success.
- Oversee key customer relationships to close strategic opportunities.
Supplier Partner Account Manager
Tessco Technologies
Baltimore, MD
09.2021 - 04.2023
- Developed, executed, and maintained digital, event and training marketing plans for 40 strategic supplier partners.
- Organized events such as webinars and conferences for partners.
- Specialized in e-mail blasts, social media marketing and other digital advertisements.
- Worked closely with executive team to outline company goals and transfer goals to internal account holders.
- Developed and maintained relationships with partners to ensure customer satisfaction.
- Implemented strategies to increase revenue growth from existing partnerships.
- Tracked and assessed digital data to make immediate changes to underperforming strategies.
- Monitored market trends and identified potential new campaigns.
- Created, implemented and reported performance of sales campaigns to enhance brand awareness and drive profits.
- Conducted monthly meetings with partners to review performance metrics and identify areas of improvement.
Team Leader, Product Specialists
Tessco Technologies
Baltimore, MD
06.2020 - 09.2021
- Oversaw, trained, and managed a team of 11 Product Specialists.
- Created training materials and conducted group trainings on new processes or procedures.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Conducted regular performance reviews to assess individual team member progress.
- Facilitated communication between cross-functional teams within the organization.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
Associate Product Marketing Manager
Tessco Technologies
Baltimore, MD
09.2019 - 06.2020
- Managed multiple vendor product lines and was accountable for sales growth and attainment of profit goals.
- Maintained relationships with key vendors through regular communication.
- Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
- Developed marketing programs for several new product offerings to bring in additional revenue.
- Cultivated business partnerships to build lasting relationships with vendors , sales team members and customers.
- Worked with sales teams to land customer wins in complex deals.
Product Specialist
Tessco
Baltimore, MD
04.2019 - 09.2019
- Balanced and managed an active case queue to provide timely responses to quote requests and product setups.
- Provided customer service support to answer inquiries about product features, pricing, and availability.
- Trained new specialists to set up company products or services.
Sales Support Representative
Tessco
Baltimore, MD
12.2017 - 03.2019
- Contributed to the development of customer relationships and attainment of Tessco goals by acting as the primary contact for daily customer support interactions.
- Prepared and processed sales orders, ensuring accuracy of information provided by customers.
- Cultivated deep knowledge of cellular and wi-fi technology and options to provide authoritative guidance to clients on purchasing and maintaining DAS solutions.
- Provided customer service and support to clients in a timely manner.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Provided training and guidance for new team members when necessary.
- Resolved customer inquiries promptly and professionally via phone or email communication channels.
Customer Service Representative
Tessco
Baltimore, OH
08.2017 - 11.2017
- Promptly answered customer calls and Tessco.com Live Chats in a friendly and professional manner.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Promoted available products and services to customers during service, account management and order calls.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Prevented key account losses by researching discrepancies and correcting problems.
Regional Account Executive
Omnitracs
Baltimore, MD
02.2016 - 06.2017
- Managed customer accounts via Salesforce.com, built positive relationships with customers and grew account base within territory with renewals and migration to cloud software.
- Collaborated with cross-functional teams such as finance, operations, legal, and marketing to identify new opportunities for growth.
- Managed accounts by providing ongoing technical support after the sale was completed.
- Increased profitability and revenue by achieving 107% to goal in sales.
- Listened to customer needs to identify and recommend best products and services.
- Developed sales pipeline by cold-calling, canvassing and obtaining referrals.
- Performed product demos in person and online.
- Maintained updated knowledge of changing industry, standards and trends related to accounts.
- Increased profitability within accounts by cross-selling additional products.
Education
Bachelor of Arts - History
Johns Hopkins University
Baltimore, MD05.2014
Skills
- Microsoft Outlook
- Microsoft Word
- Microsoft PowerPoint
- Salesforce
- Training
- Personnel Management
- Project Management
- Documentation and Reporting
- Coaching and Mentoring
- Business Development
- Customer Order Management
- Customer Relationship Management
- Analytical Thinking
- Customer Service
References
References available upon request.
Timeline
Program Manager
Tessco Technologies Inc.
04.2023 - Current
Supplier Partner Account Manager
Tessco Technologies
09.2021 - 04.2023
Team Leader, Product Specialists
Tessco Technologies
06.2020 - 09.2021
Associate Product Marketing Manager
Tessco Technologies
09.2019 - 06.2020
Product Specialist
Tessco
04.2019 - 09.2019
Sales Support Representative
Tessco
12.2017 - 03.2019
Customer Service Representative
Tessco
08.2017 - 11.2017
Regional Account Executive
Omnitracs
02.2016 - 06.2017
Bachelor of Arts - History
Johns Hopkins University
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