Sandra Davidson
Langley,Canada
Summary
Over 10 years of experience in Sales Operations, Renewals, and Client Services. Fast learner with a high level of initiative, and superior client service skills. Nominated one of the top 10 best Customer Service Representatives of Americas at Bloomberg Financial. Reduced the import cycle time from 180 days to an average of 45 days and import costs by 26% at Nokia. On-time Renewals increased from 32% to 65% at OfficeSpace Software. Hardworking and motivated [Job Title] with [Number] years of experience and record of success in [Type] industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
21
21
years of professional experience
Work History
Renewals Manager
OfficeSpace Software
01.2021 - Current
- Managing SaaS subscription renewals by working closely with clients, Sales, Account Managers, Resellers, Project Managers, Marketing, Finance, and Client Services
- Monitoring Renewals, managing roadblocks, price increases, and owning the contract renewal from end to end
- Revision and implementation of processes, focusing on automation, improving lead time, efficiency, and collaboration with other teams and regions
- Creation of SOPs, guides, and presentations to support the processes and ensure the team is adhering to the rules
- Operational support to Sales by providing Quotations, assisting with bidding processes, RFQs, RFPs, Vendor applications, and documentation requested by client's procurement
- Monitoring of Sales Targets, Forecasts, Pipeline, Cross-Sells, Upsells, and Renewals
- Review of reports to check for risks, compliance, and opportunities to both improve revenue and processes
- Reporting of findings to stakeholders
- Contract management
- Negotiation of contract terms with clients in collaboration with the legal department and creation of language standards for existing and new contracts
- Management and training of a team of Renewals Specialists.
Sales Support Analyst
Canada Bread
01.2019 - 01.2021
- Supported the Sales team by offering training on Canada Bread tools and technology services
- Draft and redesign processes to better align with revenue targets
- Assisted and trained Canada Bread Distributors to use sales tools and ordering systems
- Monitored metrics to ensure the adoption of the ordering system
- Metrics included but were not limited to User Churn, System usage, and Adoption
- Created deliverables to engage users (sell sheets, SOPs, Manuals, Q&A, Presentations)
- Offered technical and sales support to Distributors
- Updated ordering system tool with AI-powered Demand Forecasting data, monitoring numbers to get to the “perfect order” and reduce waste
- Generation of reports to review the progress of the ordering system usage.
Quotations Coordinator
Philips Lighting – Signify
01.2013 - 01.2019
- Provided quotes and proposals
- Pricing and availability of Philips Lighting Products based on RFQ, RFP, project plans, requirements, specifications, and related documents
- Managed projects ( from kick-off to ordering) with an emphasis on value creation, expectations, deliverables, and finding opportunities to cross-sell and upsell Philips Lighting solutions
- Elevated relationships with vendors, lighting designers, architects, and agencies by assisting with project management and providing technical support
- Assisted in planning and managing revenue pipeline, keeping the CRM database updated with forecast and latest project information
- Training of new and existing vendors and Philips agencies regarding products, available literature, systems, and companies' values
- Collaborated with other teams (Engineering, R&D, Marketing, Standards and regulatory, Supply Chain, Shipping, and Logistics) to solve issues, suggest priorities, increase business, and provide excellent Customer Service
- Managed high-profile, sensitive, and complex projects serving as liaison between clients and internal company divisions.
Customer Service Coordinator
Soprema Canada Inc.
01.2010 - 01.2013
- Managed Orders and Post-sales Warranty inquiries, dealing with customer roadblocks, and finding solutions and opportunities to improve customer engagement with the Soprema brand
- Worked in conjunction with Marketing and Sales to develop plans, presentations, and demos for clients and prospects
- Sales Cycle monitoring from pre-order to delivery
- Built and maintained relationships with end users, construction workers, dealers, and sales teams.
Client Training Specialist & Account Manager
Bloomberg L.P.
01.2006 - 01.2010
- Offered client support (from Pre-Sales to Post-Sales) by interacting with other teams such as Marketing, Billing, and Legal
- Prospecting, finding new leads and opportunities
- Gathered information from clients /users to improve services and customer experience
- Visited clients to improve relationships, provide training, understand their needs, present new functionalities, reach a successful level of client retention, motivate software usage, and get feedback and suggestions
- Database maintenance: follow-up on users' data to keep the database, order system, and CRM complete and accurate
- Development of new accounts and improvement of the number of users on existing accounts
- Product training and demonstration
- Advocate from Bloomberg API tools for Excel
- Training and coaching of a team of analysts
- Issued reports covering account structure, its users, decision-makers, key contacts, and purchase patterns
- Increased the number of clients and users by offering tailor-made training sessions and ensuring flawless roll-out and onboarding.
Customer Experience Specialist
Nokia Inc.
01.2003 - 01.2006
- Administrative support to Sales and Operations departments
- Development of relationships with Key Accounts to improve B2B sales
- Using CRM and ERP tools to identify business opportunities, prospects, and leads
- Preparation of reports, presentations, and quotations
- Sales and Customer Service analysis, productivity tracking, implementation of metrics, and generation of actions to improve results
- Process improvement for Sales Operations
- Mapping and monitoring processes and updating them for efficiency
- Served as a liaison between Nokia teams, clients, and vendors, ensuring smooth Sales Operations
- Monitoring the import of cell phones and parts
- Working closely with Supply Chain to ensure materials are delivered on time
- Management of Nokia products portfolio (inventory maintenance, importing and ordering final products and spare parts, managing returns, creation of codes, update of CRM system with new product information)
- Part of the SAP / ERP development group, working closely with the IT department to implement, update, and test new SAP functionalities
- Generation of reports to analyze purchasing patterns, pricing position, competitor comparisons, and cost savings
- Handling of special projects assigned by Sales & Operations Manager.
Education
Bachelor's degree - Linguistics and Literature
University of Sao Paulo - USP
Skills
- Sales Operations and Sales Cycle
- Renewals Management
- Revenue Operations
- Process Improvement, Implementation, and Redesign
- Project Management
- Order Management
- B2B /SaaS Sales
- Customer Care
- Relationship Management
- Collaboration
- Problem-Solving
- Inside Sales
- Cross-Sell and Upsell
- Client Training
- Forecasting
- Data Analysis
- Proficiency in MS Office (Word, Excel, PowerPoint, Visio, Outlook)
- Google Sheets
- SAP / ERP
- Salesforce
- NetSuite
- Bloomberg
- DealHub CPQ
- Teams
- Slack
Websites
Languages
- Portuguese, Native
- English, Fluent
- Spanish, Intermediate
Volunteer Experience
- Vancouver General Hospital Thrift Shop, Retail Associate, 2018-01-01, 2020-12-31, Vancouver, British Columbia, Canada
- Vancouver Coastal Health, Spanish Teacher (Basic Level), 2019-01-01, 2020-12-31, Vancouver, British Columbia, Canada
Timeline
Renewals Manager
OfficeSpace Software
01.2021 - Current
Sales Support Analyst
Canada Bread
01.2019 - 01.2021
Quotations Coordinator
Philips Lighting – Signify
01.2013 - 01.2019
Customer Service Coordinator
Soprema Canada Inc.
01.2010 - 01.2013
Client Training Specialist & Account Manager
Bloomberg L.P.
01.2006 - 01.2010
Customer Experience Specialist
Nokia Inc.
01.2003 - 01.2006
Bachelor's degree - Linguistics and Literature
University of Sao Paulo - USP
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