Valerie Mejia
ClickUp
Las Pinas, Metro Manila,40
17
years of professional experience
Strategic Sales and GTM Operations professional with 17 years in operations, specializing in Salesforce, CRM, territory management, and process improvement. Expertise in data analysis and workflow optimization enhances operational efficiency. Collaborates effectively with cross-functional teams to resolve complex challenges and drive sales performance.
Work History
GTM Strategy & Ops Analyst
2 Years 3 Months- Managed resolution of CRM account territory and workflow requests for sales account executives and stakeholders, ensuring compliance with rules of engagement within Salesforce and GTM applications.
- Administered account management processes, maintaining accurate records of territory updates and facilitating effective lead distribution.
- Managed lead distribution processes in LeanData, utilizing round-robin rules based on region and segment to ensure precise assignment of leads.
- Analyzed and streamlined routing processes through lead and contact audits, improving overall data quality.
- Executed user provisioning, including Book of Business uploads, quota assignments, and LeanData configurations, to support sales team effectiveness.
- Oversaw Salesforce data quality by implementing account updates, tracking ownership changes, and performing comprehensive data reconciliation audits.
- Designed and evaluated Salesforce reports and dashboards, focusing on trend identification and data discrepancies to drive operational improvements.
- Facilitated resolution of operational issues by partnering with various departments to streamline sales processes.
- Conducted comprehensive analysis of data trends to guide product development strategies and optimize user interactions.
- Engaged with cross-functional teams to identify and implement improvements in project workflow processes.
- Assessed data trends to guide strategic project decisions and enhance overall operational performance.
- Utilized advanced data visualization tools to create in-depth reports that articulate key insights for stakeholders.
Sales Operations Specialist
3 Years- Investigated sales data and operational trends to uncover process deficiencies and optimize forecasting accuracy.
- Streamlined territory management processes and established rules of engagement to maintain alignment with sales strategy and ensure accurate account ownership.
- Monitored and upheld a 24-hour response SLA, ensuring dependable operational assistance for sales initiatives.
- Resolved account disputes effectively, enhancing stakeholder satisfaction through ticketing and chat support. Optimized Salesforce requests and book of business uploads to improve operational efficiency. Troubleshot and addressed sales tool issues, contributing to overall sales effectiveness.
- Monitored and maintained 24-hour response service level agreement (SLA) to enhance operational support for sales organization.
- Executed comprehensive data quality management strategies, including regular account updates and enrichment processes, to uphold CRM standards.
- Executed onboarding and offboarding workflows, including Salesforce (SFDC) updates and provisioning of sales tools, to support team integration and productivity.
- Led initiatives to resolve cross-departmental issues, optimizing sales workflows through effective collaboration with IT, finance, marketing, and sales teams.
- Developed engaging training content and led interactive workshops to promote effective utilization of sales tools and processes among team members.
Operations Team Leader
3 Years 1 Month- Oversaw training and performance management for a team of 12–15 full-time employees, ensuring effective onboarding and successful transition to regularization.
- Analyzed performance and quality metrics, utilizing coaching and action plans to elevate operational performance and team effectiveness.
- Analyzed call interactions and provided constructive feedback to optimize customer experience processes and ensure alignment with service level agreement (SLA) standards.
- Facilitated successful launch of special initiatives and multiple lines of business, enhancing new hire integration through structured 30/60/90-day programs. Drove improvements in prepaid and postpaid services to optimize customer satisfaction. Advanced community projects that strengthened brand presence and engagement.
- Facilitated communication between operations and support teams to effectively resolve escalations and optimize operational workflows.
Subject Matter Expert
1 Year 10 Months- Facilitated resolution of escalated customer concerns by serving as the primary subject matter expert (SME) for product and process inquiries.
- Conducted comprehensive training sessions to ensure team proficiency in product updates and process improvements.
- Elevated customer engagement by delivering impactful training to new hires on production floor, emphasizing adherence to operational standards. Enhanced performance of production agents and pit stop agents through targeted training initiatives and feedback.
Customer Service Specialist
1 Year 9 Months- Facilitated prompt resolution of customer inquiries in Optus, utilizing diverse channels to maintain customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline issue resolution processes and enhance service delivery.
- Trained new staff on customer service protocols and best practices, fostering a knowledgeable support team.
- Analyzed customer feedback to identify trends, leading to improved service strategies and operational efficiencies.
- Mentored junior team members, promoting professional growth and adherence to company standards in service excellence.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Compliance Auditor
1 Year 7 Months- Developed and implemented audit plans to assess risk management processes across departments.
- Conducted internal audits to ensure compliance with regulatory standards and company policies.
- Reviewed documentation and operational procedures for adherence to compliance regulations.
- Collaborated with cross-functional teams to identify areas for process improvement and risk mitigation.
- Analyzed audit findings to produce detailed reports for senior management review.
Subject Matter Expert
1 Year 10 Months- Streamlined issue resolution processes to improve service quality and effectively handle escalated customer concerns.
- Developed and delivered training sessions focused on enhancing agent knowledge of process changes, policy updates, and operational improvements.
- Led cross-functional teams to enhance operational workflows and resolve complex client inquiries.
- Developed training materials and facilitated workshops for staff on emerging industry trends and best practices.
- Conducted in-depth analysis of client needs to provide tailored solutions, improving customer satisfaction rates.
Customer Service Representative
1 Year 7 Months- Delivered exceptional customer support through effective communication and problem-solving skills.
- Resolved complex customer inquiries, enhancing satisfaction and loyalty.
- Assisted customers with billing inquiries and account concerns, ensuring prompt and effective resolution of issues for AT&T.
- Identified and implemented effective solutions to maintain positive interactions with customers.
- Trained new team members on customer service protocols and best practices.
Education
Bachelor of Science - Nursing
Skills
GTM Operations
Sales Strategy
Salesforce (SFDC)
CRM Management
Territory Management
Lead Management
Sales Alignment
CRM Data Quality
Sales analytics
Process optimization
Data Auditing
Lead Allocation
Timeline
GTM Strategy & Ops Analyst
ClickUp
04.2024 - 07.2026Read More
Sales Operations Specialist
Zendesk
04.2021 - 04.2024Read More
Operations Team Leader
Concentrix
03.2018 - 04.2021Read More
Subject Matter Expert
Concentrix
05.2016 - 03.2018Read More
Customer Service Specialist
Concentrix
08.2014 - 05.2016Read More
Compliance Auditor
Teleperformance
01.2013 - 08.2014Read More
Subject Matter Expert
Teleperformance
03.2011 - 01.2013Read More
Customer Service Representative
Teleperformance
08.2009 - 03.2011Read More
Lyceum Northwestern University
Bachelor of Science from Nursing
Read More