Vanessa R. Zepeda
Phoenix,AZ
Summary
Highly motivated, super-star bilingual relationship builder and expert communicator. Excellent team player with the experience and tenacity to execute and drive growth. Well versed in Microsoft Office Suite, CRM, LMS
Overview
6
6
years of professional experience
Work History
Training Manager
Stenson Tamaddon
01.2023 - Current
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Training, workflow and SOP content creation
- Deliver training on new systems, processes and procedures
- Collaborate with internal teams on portal Beta phase
- Work closely with cross-functional teams to ensure successful product launch and adoption by both internal teams and clients
- Gather client and internal feedback to identify product improvement opportunities
- Adept in managing and executing multiple projects at a time to meet business objectives
- Contribute to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge
Manager, Client Success
Stenson Tamaddon
11.2022 - 01.2023
- Drive production through positive reinforcement and coaching strategies
- Positively adopt new and fast changing policies and procedure
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
Customer Success Manager
Stenson Tamaddon
08.2022 - 11.2022
- Consistently meet productivity goals and project deadlines
- Cultivate strong relationships with clients and internal partners
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Incubation Support Specialist
Loandepot
02.2022 - 05.2022
- Manage newly licensed agents to increase productivity and meet metrics
- Call coaching to improve customer experience and agent confidence
- Sales coaching to increase close ratios
- Performed weekly trainings to increase knowledge base
- Generate daily opportunity reports for agents
- Offered assistance in implementing and developing training programs.
Training and Development Specialist
Loandepot
01.2021 - 02.2022
- Facilitation of SAFE exam content
- Collaboratively manage large class sizes of 100-150 agents
- Content creation
- Project management
- Proactively reached out to agents in need of additional training and support to improve pass rate
- Coordiante with cross-functional teams to improve training content
- Created and maintained detailed training records and reports for management review.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Worked with central management to identify, plan, align, and address training needs.
Licensed Loan Officer
Loandepot
06.2020 - 01.2021
- Second largest direct lender in the nation
- Consultative sales of refinance options to the direct public
- 200 outbound calls per day
- Manage pipeline via proprietary CRM
- Establish strong relationships with borrower to generate repeat and referral business
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
Customer Success Manager
Cubex/Zimbis
09.2019 - 06.2020
- SaaS, cloud-hosted automated inventory management system integrated into smart dispensing cabinets ideal for medical, veterinary and dental industries
- Key account manager for Clear Choice Implant Centers both new and existing
- Build strong relationships with clinicians, management and clinical staff to prevent churn
- Drive adoption and maintain top accounts with key stakeholders
- Lead onboarding and customer training sessions
- Uncover upsell opportunities and expand footprint into existing accounts
- Conduct continuous best practice webinars to ensure retention and renewal business
- Work cross-functionally with Sales, Field and Support teams to provide an excellent customer experience
Account Manager
Hose Solutions
10.2018 - 06.2019
- Manufacturer’s Representative for flexible drop pipe catering to municipalities, ground water, mining and agricultural industries
- Public Speaking-presenter for continued education credits
- Call points-rural water associations, engineers, contractors, distributors, water operators
- Attend conferences/trade shows to increase awareness and drive sales
- Manage multi-state territory
- Prepare bids/quotes for projects
- Assist in on-site installations
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Territory Manager
Alliance Med
01.2018 - 08.2018
- Out of network, outpatient surgery center created to meet both medical and financial need of patients and provide state-of-the art facility for physicians to operate
- Responsible for increasing case volume with existing accounts
- Ended first quarter at 138% of goal
- Responsible for closing new business and onboarding
- Call points-Orthopedic surgeons, Podiatrists, Urologists, OB/GYN, Pain
- Schedule, plan and present to physicians and staff for lunch and learns
- Consistent follow up and pull through activities to increase market share
- Analyzed sales data to identify areas for territory improvement and implemented strategies to maximize sales growth.
Education
Bachelor of Science - Biology
University of Arizona
Tucson, AZ05.2005
Skills
- Content Creation
- Public Speaking
- Bilingual
- Microsoft Suite
- CRM (Salesforce, NetSuite, Hubspot, Zoho)
- Project Management
- Learning Management Systems (Trainual, ServiceSkills)
- Business Needs Analysis
- Material Preparation
- Standard Operating Procedures Proficient
- Training Materials and Documentation
- Verbal and Written Communication
Affiliations
- Hispanic Chamber of Commerce
- Toastmasters
Timeline
Training Manager
Stenson Tamaddon
01.2023 - Current
Manager, Client Success
Stenson Tamaddon
11.2022 - 01.2023
Customer Success Manager
Stenson Tamaddon
08.2022 - 11.2022
Incubation Support Specialist
Loandepot
02.2022 - 05.2022
Training and Development Specialist
Loandepot
01.2021 - 02.2022
Licensed Loan Officer
Loandepot
06.2020 - 01.2021
Customer Success Manager
Cubex/Zimbis
09.2019 - 06.2020
Account Manager
Hose Solutions
10.2018 - 06.2019
Territory Manager
Alliance Med
01.2018 - 08.2018
Bachelor of Science - Biology
University of Arizona
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