Ithaca College

Senior Account Development Manager, Magento Commerce

Los Angeles, California, United States

Key achievements to date:- consistently met 100% - 175% of quarterly performance quotas, creating $5M in qualifed Sales pipeline opportunities- $2M + in closed win assists - a 42% conversion rate- $1M in closed win assists for 2019, representing 50% of global (non-NorthAm) total- helped land iconic brands & companies such as : Blundstone, Motorcycle Holdings, Mayborn Group, Endota Spas, Trade Tools, Hillsong Music, Dusk Australasia, Ally Fashion, Paddy Pallin, Camera Warehouse and more.

Adobe

Magento Commerce was acquired by Adobe Inc in May 2018.Trusted by more than 250,000 businesses worldwide, Magento Commerce is the leading provider of open omnichannel innovation to retailers, brands and branded manufacturers across retail B2C and B2B industries. In addition to its flagship open source eCommerce platform, Magento Commerce boasts a strong portfolio of cloud-based omnichannel solutions empowering merchants to successfully integrate digital and physical shopping experiences. With over $50B in gross merchandise volume transacted on the platform, Magento Commerce is the dominant provider to the Internet Retailer Top 1000, counting more than double the clients to the next closest competitor, and to the Internet Retailer Hot 100. Magento Commerce is supported by a vast global network of solution and technology partners, a highly active global developer community, and the largest eCommerce marketplace for extensions available for download on the Magento Marketplace. More information can be found at <a href="http://www.magento.com">www.magento.com</a>.

Business Development Manager, Magento Commerce

Handle inbound disconnect/downgrade calls from existing customers.  Responsible for skillfully retaining customers through positive customer relationship building.  Diffuse the irate customer situation by utilizing strong listening skills and probing techniques.  Identify reason(s) for disconnect and overcome objections in an effort to retain the customer.  Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers.  Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner.

Charter Communications

Sales & Retention Representative

Parent company of <a href="http://ClassesUSA.com">ClassesUSA.com</a> and <a href="http://LowerMyBills.com">LowerMyBills.com</a>.  Acquired from Experian Interactive Media.Senior rep -- coordinated workflow for Sales Operations Team working across all company verticals -- Lending, Education, Debt, Life Insurance, Auto Insurance, & Auto Loans.  Directed team during Manager absence or vacations.  Trained and mentored new team members.  Swiftly onboarded new clients across all verticals.  Translated client onboarding documentation into internal mapping files.  Worked with internal and offsite B2B & QA developers to create client templates in XML, CGI, or JSON formatting.  Tested and troubleshooted client lead delivery, often working with external lead management services.  Implemented live transfer process working with outside vendors and call centers.  Formatted and uploaded client closed-loop data for conversion analysis.  Analyzed rejected lead patterns for revenue recovery.  Maintained "super-user" status for company tools, keeping abreast of all updates and improvements.  Created and updated user guides and manuals for company tools.  Tracked and analyzed revenue for sales compensation and quota forecasting.  Siebel CRM administrator for Sales team.

Core Digital Media

Sales Operations Representative

Experian Interactive Media (parent company of <a href="http://LowerMyBills.com">LowerMyBills.com</a> and ClassesUSA.com)Responsible for daily and weekly billing and maintenance across all company verticals.  Implemented Pay As You Go daily billing method.  Lowered credit card declines in Lending vertical by 90%.  Devised billing protocol for launch of Debt vertical.  Devised billing protocol for launch of Auto Insurance vertical.  Worked with account managers across all verticals to reconcile self-reporting clients.  Provided additional Oracle support for sister company AutoCheck – Shaumberg, IL.

Experian

A/R Accountant

Liaison to tech teams of sponsor banks.  Formatted and uploaded FTP files to sponsor banks in a timely manner.  Worked with sponsor banks to ensure sync of payment systems to customer withdrawal account.

Western Union

Analyst - Payment Processing

Responsible for addition of new enrollees to company Equity Accelerator mortgage payment service.  Fielded customer inquiries to call center.  Worked with back end departments to resolve escalated issues.

Brian Doherty