Crystal B

Inside Sales and Account Management professional with 15+ years in B2B technology sales through channel and distribution, managing customer and reseller accounts, renewing and quoting contracts, negotiating pricing, driving retention and coordinating orders from request through fulfillment. Hands-on renewals, maintenance and hardware sales experience with Dell and with cybersecurity and networking vendors Symantec and Juniper, working with channel partners, distributors and vendor teams across hardware and software product lines, with working knowledge of cybersecurity terminology and products. Skilled in Salesforce, pipeline and forecast management, proactive account outreach and cross-functional coordination, with a proven record of achieving 110% of quota every quarter at both Ingram Micro and Arrow, and of improving customer satisfaction by 30% and retention by 25%.

Known for responsive service, accuracy and building long-term customer relationships.

Customer Experience Sales Specialist - Arrow Electronics - Mississauga, ON

(2022-07 - 2026-01)

• Managed a strategic $22M direct-market-reseller (channel) account across hardware and software, providing proactive sales support, account service and order coordination.
• Consistently achieved 110% of quota every quarter covering Dell renewals, maintenance and hardware sales.
• Prepared and managed customer orders, quotes, pricing, invoicing and backlog reporting while maintaining service levels and supporting customer needs.
• Retained and grew customer relationships through proactive outreach, issue resolution and continuous improvement, increasing customer satisfaction by 30% and retention by 25%.
• Supported Dell/EMC, Lenovo, IBM, NetApp, Nutanix and Quantum accounts using Salesforce and Oracle ERP to track customer activity, quotes, orders and fulfillment.
• Resolved credit, billing, invoicing, shipping and fulfillment issues, coordinating with internal teams, vendors and carriers to deliver timely customer solutions.
• Participated in Dell-Arrow operations reviews to monitor pipeline, order status and system issues and keep customer commitments on track.
• Received peer recognition for implementing a policy that corrected an IBM order-fulfillment issue within three weeks.

Collections Associate – Finance - Arrow Electronics - Mississauga, ON

(2021-12 - 2022-07)

• Managed customer account and billing activity, resolving account issues and supporting accurate, timely order-to-cash processes.
• Communicated with internal teams and customers to resolve billing and payment-related issues while maintaining professional customer relationships.

Business Operations Manager - Arrow Electronics - Mississauga, ON

(2016-04 - 2022-01)

• Supported sales and business operations across customer accounts, orders, reporting and fulfillment, helping sales teams deliver accurate and timely customer service.
• Created and improved processes, policies and standard operating procedures to increase consistency, efficiency and customer service quality.
• Trained and mentored new employees on processes, policies, systems and customer/order workflows.

Sales Support II / Inside Sales Representative – DMR Strategic Accounts - Ingram Micro - Mississauga, ON

(2009-07 - 2015-03)

• Provided inside sales support for corporate customers across 80+ hardware and software vendor lines, coordinating customer requests, quotes, orders and fulfillment.
• Served as Tier 1 point of contact for major accounts including Metafore, MicroAge, Dell and CDW Canada, resolving issues and coordinating solutions with sales and vendor teams.
• Managed renewals and hardware sales for cybersecurity and networking vendors Symantec and Juniper, and prepared and negotiated quotes for VMware and Veeam, protecting margins and market share.
• Consistently achieved 110% of quota every quarter while managing renewals and hardware sales.
• Managed daily sales pipeline reviews and open/forecasted orders in partnership with sales and vendor teams to support revenue, billing and fulfillment objectives.
• Supported customer satisfaction by resolving credits, returns and billing escalations within SLA using AS400 and Oracle.
• Spearheaded a dashboard that reduced Dell Canada EDI order rejections from 80% to 30%.
• Awarded by the VP of Operations for processing the most orders by an inside sales representative in a single day across North America.
• Led onboarding and mentoring for new associates and created sales-order process documentation and standards.

Administration Diploma - Digital Marketing - College of the North Atlantic