Paula Quiroz
Lake In The Hills,IL
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
31
31
years of professional experience
Work History
Customer Strategy Operations Specialist
McGraw Hill
01.2023 - Current
- Working with cross functional teams to ensure updates and maintenance are completed within CRM’s (Gainsight and Salesforce) to ensure ease of workflow and successful customer outcomes
- Updating and documenting processes including training for all new and ongoing processes.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Motivated and trained employees to maximize team productivity.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
Customer Advocacy Manager
McGraw Hill (Formerly ACHIEVE3000)
01.2016 - 01.2023
- Responsible for current customers in region from onboarding to renewal and upselling
- Periodic data reviews to help maximize their ROI and ongoing communications to strengthen customer relationships.
- Accomplished multiple tasks within established timeframes.
- Mentoring new employees with training and coaching throughout year.
- Developed and maintained relationships with customers and internal team members through account development.
- Facilitated successful cross-functional collaborations successful relationships with customers, fostering strong working relationships among team members.
- Championed diversity and inclusion efforts within workplace, resulting in inclusive environment that fostered creativity and innovation among employees from various backgrounds as part of I.D.E.A. Council.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
INSIDE SALES MANAGER
HOUGHTON MIFFLIN HARCOURT (FORMERLY SCHOLASTIC)
01.2009 - 01.2016
- Responsible for new sales starting with lead generation to onboarding new customers
- Working with field sales partners to expand and upgrade current customers
- Selling services and consumables annually to current customers to maximize relationships and retention.
BUSINESS OWNER-SELF EMPLOYED
Cisco Construction, Inc.
01.1993 - 01.2009
- Co-owned construction business and retail business with up to 50 employees
- Responsible for scheduling projects and employees, hiring, payroll, accounts receivable and payable, inventory purchasing and new hire procedural training.
Education
Completed coursework in accounting, finance, marketing, management and education. State certified paraprofessional. -
McHenry County College
Crystal Lake01.2003
Skills
- Strong communication skills, including effective verbal and written communication, active listening, and empathy
- Staff mentoring & leadership
- Research and due diligence
- Sales proficiency
- Inter-department collaboration
- Pipeline Development
- Negotiation and Conflict Resolution
- Team Leadership
- Documentation And Reporting
- Lead Generation
- Employee Coaching and Mentoring
- Planning and coordination
- Cross-Functional Communication
- Process Documentation
- Business Forecasting
- Process Improvement
- Analytical Thinking
- Data Analysis
- Issue Research
- Idea Development and Brainstorming
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- CRM Software including Gainsight and Salesforce
Awards
- 2014 Inside Sales-Highest Sales Achievement for the Year
- 2015 Inside Sales-Highest Sales Achievement for the Year
- 2019 Customer Advocate of the Year
- 2020 Customer Advocate of the Year
- 2021 Customer Advocate of the Year
Additional Information
Member of I.D.E.A. Council as Chair of Internal Education at McGraw Hill
Member of Red Cube Cares as Leader for Global Volunteer Week at McGraw Hill
Member of C.A.R.E. as Co-Chair of Internal Learning at Achieve3000
Member of Aspiring Managers at McGraw Hill for Second Year as Leader of Manager Pod
Member of Volunteer Committee at HMH Organizing and Sponsoring Large Volunteer Opportunities
Member of Committee at Scholastic Leading Efforts throughout the year for Donations for Families in Need
Timeline
Customer Strategy Operations Specialist
McGraw Hill
01.2023 - Current
Customer Advocacy Manager
McGraw Hill (Formerly ACHIEVE3000)
01.2016 - 01.2023
INSIDE SALES MANAGER
HOUGHTON MIFFLIN HARCOURT (FORMERLY SCHOLASTIC)
01.2009 - 01.2016
BUSINESS OWNER-SELF EMPLOYED
Cisco Construction, Inc.
01.1993 - 01.2009
Completed coursework in accounting, finance, marketing, management and education. State certified paraprofessional. -
McHenry County College
Similar Profiles
Jacob CurryJacob Curry
Learning Technology Representative at McGraw HillLearning Technology Representative at McGraw Hill
Susan AdamiSusan Adami
Internal Training Domain Lead at McGraw HillInternal Training Domain Lead at McGraw Hill
Sangduck LeeSangduck Lee
Product Lead at McGraw HillProduct Lead at McGraw Hill
DEEPTI SAJWANDEEPTI SAJWAN
Freelance Designer at McGraw HillFreelance Designer at McGraw Hill
Jeff WingettJeff Wingett
Branch Manager, Install Outdoor Products at Backyard Products, LLCBranch Manager, Install Outdoor Products at Backyard Products, LLC