Victoria Smith-Dupree

Sales & Onboarding Manager

• Articulated and demonstrated product concepts and offerings to clients in easily understandable terms.
• Intuitive application trainer creating tailored training, marketing material and successful selling guides. These resources decreased new staff onboarding by 1/3 of the time.
• Created policies, procedures, and documentation across multiple departments such as Onboarding, Support, Custom Development, and Merchant Services.
• Advertised and promoted solutions and services to reach target audiences across global markets by email and phone.
• Developed and implemented performance improvement strategies and plans to promote continuous for each team member. One on one coaching in weekly and monthly sessions.
• Created sales team and individual KPIs using data analysis and forecasting.
• Assist clients with website design, integration of registration portals, and mobile applications.
• Developed creative solutions to meet individual client needs. Ensuring clients’ accounts were up to date and above standard service levels.
• Expert Admin in Salesforce's, Zendesk, DocuSign, Zoom, Google, ClickUp, and Microsoft Office.

Enterprise Account Manager

• Managed catalog of the largest franchise accounts within Swim, Gymnastics and Cheer industries in United States, United Kingdom, Canada, and Australia.
• Consulting owners and stakeholders’ unique technical needs through workflow analysis, developing configurations that support their operations and business requirements.
• Use techniques such as small project management, structured analysis, quality assurance, and configuration.
• Stakeholder team member, I enterprise client advocate and optimizing product roadmap.
• Oversee daily operations to ensure a high level of efficiency. Continued growth through consistent hard work and dedication.
• Created priority workflows, communications channels, and solution focused partnerships.
• Liaison between development and executive team members. Held monthly, quarterly, and annual partnership events both onsite and virtually.
• Worked closely with organizations to promote sponsorships and charities.
• Built and cultivated a healthy pipeline of new enterprise clients as part of enterprise product solutions launch.

• Provide phone, web, chat, and email support to Civil and Criminal court staff and attorneys using electronic document filing
• Case management cloud based services.
• Worked with clients on analysis, diagnostics, and resolution of issues with software and business process.
• Used critical thinking to break down problems, evaluate solutions and make decisions to resolve issues with deadlines.
• Prepared staff schedule, new staff training and payroll.
• Participated in team-building activities to enhance working relationships for remote and onsite team members.
• Managed over 20 customer service employees remotely.
• Provided payment account research and billing reports, fee inquiries, chargebacks, and subscription profiles using merchant platform Chase Payment Tech.
• Managed and support Court Case Management docket system based on system requirements and state/government site certifications.
• Developed product expertise by reviewing new functionality, testing product issues, and utilizing internal resources with product management team.
• Assist with testing quality assurance for future product releases, troubleshoot different browsers, and system compatibility with different software products and websites.
• Managed customer communications, status updates, and change log notices.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Coached employees through day-to-day work and complex problems.
• Prepared employee schedules for maximum coverage during key hours.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Tracked and documented metrics, and evaluated trends.

• Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs
• Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
• Supported, trained and managed staff of 40 in many areas for over 120 patients.
• Performed market segmentations, targeting and positioning for each product line.
• Served as communication liaison between home office and all field team members such as nurses, physical therapists, and caseworkers.
• Maintained confidentiality and privacy during exams to comply with legal requirements and protect patient dignity
• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
• Targeted specific community groups with wellness and disease management information
• Managed performance results in regards to patient experience, patient volume, financial results, and service standards.
• Applied customer feedback to develop process improvements and support long-term business needs
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and area demands.
• Helped vulnerable individuals navigate complex healthcare system

• Utilized business intelligence on prospects to support sales calls, product presentations, and increase telecommunications.
• Created cold leads using marketing outreach efforts. Made 100s of cold calls weekly to reach potential leads.
• Managed customer's needs for communication services, processed orders, upgrades, and features request.
• Meet with business prospects to pitch products/services available specifically to them with goal of generating new business or upgrading existing clientele subscriptions/packages.
• Follow-up with past subscription users for feedback on telecommunications products and services purchased with goals of reinstating or upgrading customer subscriptions.
• Worked with product services and implementations to meet customer's enhancement requests.
• Complete subscription transaction paperwork to initiate or update any customer subscription-setups, changes, and provide ongoing support to end-users.
• Created customer support strategies to improve customer retention
• Resolved customer complaints while prioritizing customer satisfaction and loyalty