SAMANTHA CLARKE
Portland,ME
Summary
Collaborative leader and operations professional with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Manager, Sales Operations
Inspire Energy
04.2023 - Current
- Enhanced team's external inbox with canned & automated responses, mass email distribution lists, and customized internal reporting.
- Implemented new backend agent onboarding process, decreasing time spent by about 20 hrs/month.
- Managed an 8 week internal internship by developing expectations and an action plan, while offering guidance and support.
- Responsible for creating and updating internal and cross-functional training material, and leading ad-hoc training sessions.
Senior Associate, Sales Operations
Inspire Energy
02.2022 - 04.2023
- Streamlined existing sales launch process through implementing effective project management strategies.
- Developed business case for, and subsequently implemented, a partner-facing material ordering solution. Post-release, has proven to reduce internal workload by around 40 hrs/month.
- Collaborated with internal Member Experience team to expand existing CX platform to include Sales Operations email distribution lists. Post-release, team now has access to extensive reporting, enhanced email filtering, and improved team efficiency.
- Trained and mentored 5 Sales Operations & Sales Training team members.
Associate, Sales Operations
Inspire Energy
09.2020 - 02.2022
- Supported ~50 partner requests/day, consistently maintaining a 2hr SLA.
- Managed equipment and materials sourcing, budget adherence, and inventory tracking. For partners utilizing company tablets, consistently kept utilization rate 5% higher than goal, saving ~$4k/month. Oversaw and operationalized all partner and product launches for a channel of ~1,200 agents.
- Assisted with QA of new features, products, and improvements within multiple sales channels.
- Collaborated with Engineering and Member Operations teams to enhance internal and partner-facing systems.
Member Experience Specialist
Inspire Energy
11.2018 - 09.2020
- Managed ~250 member accounts per week via phone, live chat, and email by effectively communicating the benefits of Inspire’s service and the importance of renewable energy.
- Focused on first contact resolution by solving member issues through actively listening and empathizing with their concerns.
- Consistently maintained above-average account retention and number of calls handled.
- Escalated technical and/or sales quality issues to cross-functional teams to develop initiatives aimed at enhancing overall member experiences.
Education
Bachelor of Arts - Economics
Muhlenberg College
Allentown, PA05.2018
Skills
- Time Management
- Problem-Solving
- Budget Management
- Training and Development
- CRM Experience
- Microsoft Office & G Suite
- Airtable & Shortcut
Accomplishments
- Winner of Inspire's Avenger of the Month award in November 2019
- Co-winner of Inspire's Dynamic Duo award in December 2021
Awards
- Avenger of the Month (Nov '19)
- Dynamic Duo (Dec '21)
Additional
Volunteer with Animal Refuge League, Animal Care Support
Timeline
Manager, Sales Operations
Inspire Energy
04.2023 - Current
Senior Associate, Sales Operations
Inspire Energy
02.2022 - 04.2023
Associate, Sales Operations
Inspire Energy
09.2020 - 02.2022
Member Experience Specialist
Inspire Energy
11.2018 - 09.2020
Bachelor of Arts - Economics
Muhlenberg College
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