MARCELLE BURKE

• Mastered company sales and order management processes, becoming go-to expert in company, answering questions from various personnel levels.
• Devised and co-implemented new order management processes to streamline complex video ISW process gaps.
• Enforced customer service standards and resolved customer problems to uphold quality service.

• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
• Monitored dashboards and various reports for team performance, ensuring SLA's are met.
• Handled multiple simultaneous deployment projects against strict deadlines.

• Prepared management reports defining and evaluating problems and recommending solutions.
• Identified competitive enhancements and recommend technical alternatives that maximize value and profitability

• Monitor multiple orders (up to 130 orders) throughout the pre installation process.
• Conducts regular schedules status calls with the customers to discuss significant topics.
• Porting of numbers, order updates and completion/understanding of telephone verification documentation.
• Works directly with project manager, sales, design engineers, field technicians, and various outside boundary partners, to resolve issues that may impact or delay the customers installation.

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• Validates and QC all orders for accuracy , validated RFQ analysis.

• Assist with sales related escalations.
• Provide mentoring and development to lower-level Sales Support Specialists.
• Track and proactively work action items for projects.
• Provide status and escalations to management and business units.
• Work high revenue deals, deemed critical.
• Promoted to the UCMACD team.

• Work as part of a cohesive account team inclusive of inside and outside sales reps, OM, pre and post-sale technical teams, project managers, and multiple order entry groups.
• Interpreting complex customer specifications and translating them into actionable proposals
• Identifying technical alternatives and resolving deviations
• Determine pricing based on established rate cards, quoting tools, and cooperative efforts with outside boundary partners.
• Provide timely quotes back to sales, while handling large volumes of requests with short turnaround SLAs.
• Manage quote/Offer requests and responses through various media (email, web portals, case forms, etc.).
• Process all bulk SPR /DS requests (building serviceability, costing, pricing, etc.).
• Responsible for Order QC pre and post entry into Sales Force to ensure all required documentation is provided and all required fields are complete/accurate for proper order flow.
• Updated and maintained a multitude of databases for customer specific quotes and order requirements.
• Developed accurate estimates that balance profitability with customer values to sales
• I have processed and managed deals of access of $20,0000, with multi sites from start to sale complete.