Ashburn, Virginia, United States
Driven team member with a wealth of sales, IT, education, and engineering experience, plus a patent ability to learn new technology quickly and efficiently. Analytical professional skilled in successfully spearheading project management and ensuring successful conclusion of all projects. Collaborative communicator focused on bringing together team members and outside partners to promote cohesiveness and achieve operational goals. Highly adaptable with a penchant for fostering strategic relationships.
Created and executed sales strategies, account plans, methodologies, and processes to accelerate customer adoption and meet customer acquisition, revenue attainment, and growth goals. I identified and built relationships with key influencers and decision-makers, specifically CxOs, directors, and team leaders within prospective and existing customers’ divisions. I managed the sales pipeline for seven Enterprise customers via CRM (Salesforce). Directly interfaced with prospective and contractual customers to facilitate all stages of a sale. Owned the full-cycle sales engagement with prospective customers: scoped, created, and drove proposals, business cases, and closed legal agreements and contracts. Drove and increased revenue by properly identifying customer requirements and establishing how AWS can help them achieve their objectives. Consistently maintained an operating knowledge of AWS’s service catalog in order to be able to relate them to solving projects. Stayed current on new service development or changes, represented the company, managed all aspects of the relationship with my customers, and worked with all relevant cross-functional areas to guarantee effective communication, implementation, and execution of objectives.
Solve and train other agents to resolve ambiguous problems and complex customer issues with as simple solution as possible. Analyze industry and technology usage patterns and recommend the right methods for cost-effective service operations. Represent fourteen high touch, strategic Enterprise support level customers whose combined monthly spend is $288.2 million (YTD). Proactively look for opportunities to streamline procedures and identify mechanisms to systematically identify and drive resolution of repetitive or serious problems and communicate issues to team leads, product or project managers, as well as leadership. Consistent application of technical knowledge to invent, evolve, improve, simplify existing or new processes, and technology to reduce customer friction when interacting with AWS services with a focus on operational excellence. Recognize patterns in implementation, constructively identifying problems, and proposing long-term and short-term solutions. Champion (Lead Agent) in charge of onboarding new Enterprise Support level customers; training new hires on processes and provide continued education of any new or existing procedures. Educate customers on Concierge scope, including specializations, escalations and how to utilize the Concierge Team through the Support Center. Provide new Enterprise Support customers with an introduction to the Concierge Team, and facilitate education of AWS billing and account management best practices and Service applications. Expert knowledge about Amazon service(s) behaviors and controls as it relates to a specific customer experience domain (Cost optimization, account security, etc.) and know how to make sure inter-service dependencies are managed so not to produce undesired behavior (e.g. Lambda Loops). Key Accomplishments: • Designed and Lead the Enterprise Onboarding Program (355 Agents) • Managed a total of 4,530 customer owned accounts, and a combined $288.2 million spend
Direct strategic direction, operations, and administration functions. Manage graphic design projects from conceptualization through completion. Create designs in close coordination with clients and architect to ensure vision is met. Excel with efficient production, meeting all deadlines and requirements. Foster positive relationships with clients, contractors, external businesses and their owners. Oversee contractors, sub-contractors, and vendors for all project requirements. Deliver high-impact sales and marketing presentations. Proficient in working with highly matrixed organizations as well as traditional hierarchies. Pursue opportunities for business expansion within areas of responsibility. Key Accomplishments: • Successfully completed 22 projects of $250K+ on time and within budget • Designed and executed web presence and social media strategy to promote products and increase revenue • Created & managed SQL databases; server system maintenance and administration