Ayonna Mc Clure Webb MBA

• Drive the vision, scope and strategy for Sales and Marketing tools implementations • Identify issues, define business requirements, provide recommendations and perform configurations for Sales and Marketing enhancements • Manage daily operations of the platform including admin and sales support • Act as a liaison between technical and non-technical departments • Partner with business teams and technical teams to design and deploy sales CRM and marketing automation solutions • Evaluate third party vendors as a means to introduce new automation solutions and manage vendor relationships • Configure Salesforce to meet Twitter’s daily needs • Frame and present project plans and ROI to stakeholders

• Provided Salesforce support for FSL/CPQ end users • Completed new hire setups in production and training environments • Triaged support requests and tracked system defects • Created end user and help desk process documentation • Updated Active Directory

• Provided daily administration, maintenance, and support for the Salesforce platform • Facilitated system training (new hire, refresh and system update) for all end users • Consulted with Business Development team and Sales staff to determine necessary requirements or features needed to enhance system effectiveness • Evaluated end user system recommendations, documented cases for enhancements/changes and assisted IT in system testing • Evaluated and made proposals or recommendations for organizational changes • Collaborated with development team to test and provide quality assurance analysis on all enhancements prior to implementation • Provided regular and timely communications to users on system changes • Developed and maintained process workflows, validations and system rules • Created and maintained all system manuals for training and procedures • Compiled reports and created customized dashboards, analytics and presentations • Maintained knowledge of Salesforce updates and trends to apply system usage across the organizations • Fostered a dynamic and strategic relationship between IT and Sales • Compiled data and prepared status reports for review at all levels • Communicated support processes • Delivered classroom and virtual training • Made necessary program recommendations/revisions working with all areas of Learning • Partnered with the business to deliver training which accomplished specific objectives • Provided instruction through delivery of training programs that consistently exceeded customer expectations • Maintained pro-active communication with District Managers to analyze training needs

• Managed and directed the daily activities of call center agents • Mentored Business Development Representatives and performed regular call reviews following by feedback and coaching sessions • Team produced over 30% of the company’s total sales volume by overseeing team productivity and provided additional customer follow-up • Team achieved 46% appointment show ratio by creating and implementing a consistent, follow-up schedule in Salesforce • Team accomplished 50% appointment set ratio by creating trigger points in Salesforce for more efficient reporting • Assisted Executives with planning, coordinating, and executing management duties and responsibility for the office • Developed, analyzed, and evaluated new sales methods, goals, and objectives • Analyzed and evaluated processes to understand their impact on retaining a qualified workforce. • Developed draft reports and presentations • Developed and implemented programs to maximize customer satisfaction by soliciting feedback via survey and follow-up customer contact • Evaluated the quality, effectiveness, and responsiveness of the sales team and identified areas of needed improvement • Collected and interpreted data from internal sources to provide insight on sales performance • Improved processes to increase conversion ratios for appointments set and sold by facilitating monthly focus group meetings with Sales team • Provided advice, guidance, and assistance to senior management in a wide variety of management services areas with an emphasis on improving organizational efficiency and productivity • Fostered a dynamic and strategic relationship between Internet Sales and Field Sales • Worked with senior management in areas such as implementing reorganizations, improving employee performance and morale, realigning duties and responsibilities, and devising new methods for conducting business • Communicated support processes

• Managed and directed the daily activities of call center agents • Mentored Business Development Representatives and performed regular call reviews following by feedback and coaching sessions • Developed and implemented programs to maximize customer satisfaction which in turn boosted survey results to over 95% • Trained new Business Development Agents • Provided high level product and leadership support to representatives and clients • Prepared and evaluated CRM reports to identify problems and areas of improvement • Developed and implemented policies, procedures and process improvement initiatives • Planned and directed activities of Sales Consultants and Business Development Agents to resolve customer escalations • Assisted Executives with planning, coordinating, and executing management duties and responsibility for the office • Developed draft reports and presentations

• Supervised a team of 40-50 call center agents • Implemented CRM system changes • Enhanced call center operations and drove metric success • Identified trends and opportunity areas • Ensured maintenance of dealer portfolio • Aligned departmental goals with company mission and vision statements • Completed quality assurance evaluations on phone and email interactions • Managed issues that arise related to area of responsibility • Collaborated with sales and dealers to ensure detailed communication • Completed quality assurance evaluations on phone and email interactions

• Maintained and monitored departmental processes and procedures • Analyzed data and suggested departmental improvements • Tracked workflow throughout the production cycle • Assisted in assigning workload and projects based on skill level • Acted as the point of contact for all aspects of projects including: planning, tracking, implementing and executing • Maintained detailed progress reports • Served as a resource for other project managers in methodology, tool support and best practices • Created and maintained documentation for training purposes

• Developed solutions by preparing and evaluating alternative workflow options • Defined application problems by consulting with clients to evaluate procedures and processes • Assisted in the post-implementation troubleshooting of new applications and upgrades • Formulated, defined and documented system specifications • Performed data mapping and data logic • Reviewed project documentation for all assigned projects to ensure clear definition • Developed and executed test cases • Contributed to the project success in a team environment while simultaneously completing individual tasks and goals • Developed and maintained thorough knowledge of assigned applications and projects • Performed early morning validation when new releases deployed into production • Developed ad-hoc reports as required using applications, such as Access and Excel

• Actively recruited and trained all branch employees. • Supervised a team of 5 to 8 tellers • Maintained and monitored vault cash levels • Reconciled general ledger accounts

• Responsible for in-flight operations • Responsible for troubleshooting software issues • Prepared equipment for in-flight use during testing and actual deployment