Operations Manager Support Analyst

MELISSA HOGUE

**** * **** ** ****** City MO ***11 510-***-**** **********@*******.***

Summary

Results oriented holistic leader who excelle in team collaboration with proven project methodologies to maximize profit, developed as a Sales Operations Manager, Salesforce Administrator, Software Support Analyst, Technical Support Representative Tier 2, and Service Desk Support Analyst.

Technical expertise

SFDC Administration, NetSuite Administration, Celigo Administration, ZoomInfo, scaleMatters, Hubspot Administration, Cloudingo, Microsoft Office Suite, JIRA,

Salesforce, dataloader.io, Zapier, FormStack, Asana Administration, Periscope, DocuSign, Marketo Administration, Logmein123, Citrix, DBAS II, QuarkXPress, Adobe Illustrator, In Design, Acrobat, Photoshop, general PC hardware and software installation and troubleshooting, MSA, CMS, Outlook, TCP/IP Configuration, Front Page, SPICE,

Confluence, TANDEM, RMS, Windows XP, Windows Vista, Windows 7, Windows 10, XCharge, FDMS, Paymentech, Global Payment platforms, ELIS, MyAccess, Workday, SQL, and Service Now

Experience

Solutions By Text - Sales Operations Manager July 2022-Nov 2023

●Key support for Sales Leaders from a forecasting and operational perspective

●Directly under the VP of Finance and Analytics providing metrics for board meetings

●Collaborate with members of management to define, document, and implement new processes

●Create reports and dashboards in Salesforce

●Assist in monitoring data quality and integrity

●Analyze data to identify best practices

●Train the Sales Team

●Works closely with the Executives and delivers business recommendations based on analytics

●Support forecasting & pipeline management

●Drive high value results through all revenue operations tasks and strategic sales lead generation

●Work closely with sales, client success and channel partner leaders, marketing, support, and product organizations to rally around new partnership opportunities and existing partner growth

●Collaborate closely with sales leadership to inspect sales process quality and prioritize opportunities for improvement leading by example of select partnerships.

●Drive adoption of pay by text among assigned accounts including negotiation and execution of commercial agreements with partners and B2B clients.

●Drive joint partner planning processes that develop mutual performance objectives, financial targets, and critical landmarks associated with a productive partner relationship.

●Accurately forecasts the commercial impact of revenue operations and SDR lead generation during the company shift to a pay by text model.

●Optimize SDR performance through business reviews, identify additional business opportunities to expand revenue and deploy a joint sales approach with SBT’s top partners

●Work with engineering and product to develop roadmaps for Salesforce with key technology players internally and third-party partners

●Work across teams at SBT’s to develop strategic and technology value propositions and realizations, including SDR sales playbooks and revenue tracking

●Report out on a regular weekly, monthly, and quarterly cadence to all key stakeholders, with a strong analytical approach and crisp communication style

Tools/Technologies used – Salesforce Administration(certified), NetSuite Administration, Celigo Administration, HubSpot Administration, ZoomInfo, Asana, Slack, Outlook, Teams, DocuSign, Dataloader.io, Excell, and scaleMatters.

PeerStreet-Sales Operations Manager July 2021 - May 2022

●Key responsibilities

●Measure and Improve Sales Productivity

●Build and maintain reports and dashboards with strong analytics that provide leaders and sales professionals with the data they need to create accurate forecasts and measure success.

●Own sales reporting and analysis of all aspects of the Sales operation including pipeline, performance metrics, trends, forecasting and opportunities at team and regional levels.

●Identify and eliminate sales process bottlenecks and inconsistencies.

●Own, overhaul, and/or support key sales business processes (sales forecasting, territory and account planning, etc.).

●Work directly with key sales leaders on critical strategic, organizational and operational projects designed to increase revenue, sales productivity and operational efficiency. Structure and execute on these projects by developing work plans, gathering and synthesizing relevant data, leading analyses and developing final recommendations.

●Forecasting

●Organize and lead weekly forecast calls

●Work closely with Sales Leadership to identify trends and drive data influenced decisions that impact revenue generation; Translate data into insights and action.

●Go-to-Market Operations (GTM)

●Develop and implement new programs and metrics as needed to support Go-to-Market strategies with the goal to increase sales productivity and effectiveness.

●Work with key stakeholders to establish sales compensation program rules, policies and procedures and oversee its administration.

●Align sales targets with marketing targets and insure consistent follow through.

●Executive and Training Focus:

●Generate quarterly in-depth sales intelligence presentations for our executive team and board.

●Organize sales leadership quarterly business reviews.

●Partner with the Marketing team to develop and deliver training for new and existing programs, for new and existing reps, acting as a primary trainer.

Tools/Technologies used – Salesforce, Marketo, Jira, Asana, FormStack, Slack, GSheets, GMail, Periscope, DocuSign, Dataloader, Zapier, and Google Meet.

Epiq-Salesforce Administrator (Oct 2018-July 2021)

●Check and clean data in interval data tables

●Research and investigate data irregularities and anomalies

●Manage workload using 3rd party programs and spread sheets

●Provide management instructional documentation for future use

●Utilize Sandbox environment before implementations

●Troubleshoot technical issues with website via internal cases, calls, chat sessions, or meetings

●Work with team members to analyze business requirements, translate them into customized solutions using the Salesforce platform

●Implement Salesforce Solutions that adhere to platform best practices

●Maintain effective client relations and rapport

●Maintain and enhance workflows and functionality

●Implement conversion to Lightening and train others on the new platform

●Head a data cleanup team including tracking and training

●Perform ongoing customizations to product features and integrations with other operational system

Tools/Technologies used – Salesforce, Data Loader, VPN, Workbench(SOQL), Azure, Skedulo,

Cloudingo, Skype, Outlook, Microsoft Suite, Workday, and Service Now

Department of Homeland Security-Service Desk Support Analyst Lead (Jan 2018-Oct 2018)

●Manage incoming support inquiries via phone and email

●Troubleshoot browser issues on end user side

●Troubleshoot hardware and software issues

●Monitor, track and communicate resolution and recovery of incidents

●Train users on applications

●Review Salesforce tickets approve or reject, conduct morning reports to director,train employees on monitor capabilities in Salesforce

Tools/Technologies used – Salesforce, VPN, Skype, Outlook, Microsoft, Cisco IP Phone, ELIS,

MyAccess, and Service Now

TouchNet-Global Payments – Software Support Analyst (April 2015-April 2017)

●Software installation, configuration and training on POS functionality

●Manage incoming support inquiries via phone and email

●Troubleshoot POS, software, payment gateway and various software and hardware related applications

●Troubleshoot payment industry hardware including pin pads, card readers and printers

●Train on TouchNet's Bill+Payment, PayPath, Marketplace, Payment Gateway, and Cashiering software

Tools/Technologies used – Salesforce, JIRA. Apache logs,TouchNet Applications, Outlook, Microsoft, Mac, Cisco IP Phone, Firewall requests, TCP/IP configuration, ERP, Oracle, ADP, WorkDay, and Global.

Open Edge-Global Payments – Technical Support Specialist (July2011-March 2015)

●Software installation, configuration and training on POS functionality

●Manage incoming support inquiries via phone, email, and web

●Troubleshoot POS, software, payment gateway and various other credit card processing applications.

●Troubleshoot payment industry hardware including pin pads, card readers and counter top terminals

●Troubleshoot payment industry methods of payment including credit card, check, gift, loyalty and Private Label

●Work efficiently and professionally with other departments and vendors Train Sales on equipment and software

●Research and Maintenance for POS and Payment Gateways Supported

●Deployment Rollover

●Process equipment orders as necessary and insure all orders are deployed accurately

Tools/Technologies used – Salesforce, FDPOS, LogMeIn123, Citrix, MSA, ERP, Oracle, CMS, Outlook, Microsoft, Mac, Cisco IP Phone, FD Terminals, Verifone Terminals, Hypercom terminals, TCP/IP configuration, Xcharge, Xweb, FirstData, Paymentech, Confluence, and Global.

NetOut - Desktop Technician (January 2010-July

2011)

●Purchase hardware and software

●Troubleshoot desktop issues as well as document procedure

●Replace hardware (hard drives, memory, etc.)

●Install operating systems manually

●Set up user profiles

●Create and maintain user instructional documentation for company’s self-help site

Tools/Technologies used –Active Directory, Windows XP, Windows Vista, Windows 7, Track - It

Sprint/TEKsystems - Technical Support Representative Tier II (September 2007-December 2009)

●Port numbers for cable companies such as Time Warner, Wide Open West and Mediacom

●Manage independent projects for Sprint, including CAPT Native Porting, SNC Mailbox, Migration from SOE to CAPT, and training COM in SOA

●Led troubleshooting for porting, LRN updates and corrections

●Resolved IV issues with Call Center environment

●Provide level 2 support for Care and Tier 1 representatives needing assistance with CDMA and IDEN wireless devices via chat and phone. Troubleshooting included resolving Voice and Data issues such as: Unable to make or receive calls, voicemail malfunctions, text messaging issues, web browsing, DC issues, account setup, provisioning errors.

●Train Tier 2 agents in a classroom setting as well as one on one.

●Develop training material, updated and corrected process documents, explained new processes and features when new devices supported by our team were launched.

Tools/Technologies used – Windows XP, Internet Explorer, SOE, Embark, DBAS II, Number Manager,

SMG, SQL, CEAS, NETi, KMS, Excel, and Microsoft Outlook

Machine Laboratories/Strategic Staffing - Production Control Clerk (June 2007-September 2007)

●Daily entry and updates of production and inventory data

●Generate packing lists and daily shipping labels

●Deliver high level of accuracy while meeting deadlines

Tools/Technologies used – MRP, Global Shop, Access, Excel, and Microsoft Word

Pacific Pulmonary Services - Customer Service Representative (April 2006 – April 2007)

●Coordinate external vendors and staff to arrange oxygen delivery and support for traveling clients

●Administer, monitor, and complete customer reports

●Analyze patient difficulties and created instructions for safe use of oxygen tanks and concentrators

Tools/Technologies used – TIMMs, Pacific Pulmonary Services Intranet, CSR Dashboard, Windows 2000, and Microsoft Outlook

Education

William Penn University Oskaloosa, IA

BA in Communications Duel Emphasis on Journalism and Public Relations

Mission Valley ROP

Web and Graphic Design Courses

Newark, CA

JC Tech Vocational School Graphic Communications Courses

Certifications:

CCENT

CCNA

Salesforce Administration

July 2017

July 2017

Olathe, KS

November 2020

Contact this candidate