ERICA A SHIELDS
Durham
Summary
Results-driven Senior Sales Process Specialist with extensive experience in account management, business development, and training solutions. Proven track record of exceeding sales goals, building strong client relationships, and driving revenue growth through strategic prospecting and consultative selling. Skilled in collaborating with senior decision-makers and mentoring team members to achieve organizational objectives.
Overview
2026
2026
years of professional experience
Work History
Senior Inside Sales/Sales Process Specialist
UNDERWRITERS LABORATORIES LLC
Durham
2016 - Current
- Supported multiple OSRs in the EPT/EIA division, contributing to several years of maintaining the #1 Core Territory; recognized for delivering exceptional internal guidance and collaboration.
- Enhanced customer communication and satisfaction, earning positive feedback from clients at Panduit and Atkore for exceeding expectations with outstanding responsiveness and turnaround times.
- Led key projects, including developing the UL 508A ICP Training Guide as Inside Sales SME; created standardized nomenclature for ISR email communications to improve clarity and consistency.
- Fostered a collaborative team culture, consistently voted by ISR and OSR teams as the top resource for innovative, 'out-of-the-box' solutions.
- Built strong relationships with EPT/EIA engineers across industry segments, reducing turnaround times on NAs and ensuring timely assistance for customer inquiries and conference call scheduling.
Learning Solutions Provider - Inside Sales
CENTER FOR PROFESSIONAL DEVELOPMENT
Durham
2015 - 2016
- Identified training requirements and developed tailored IT and professional development solutions for corporations, educational institutions, hospitals, government entities, and SMBs; exceeded sales targets by achieving 105% of a six-month goal through lead generation, proposal creation, and closing.
- Cultivated strong client relationships across nine states through strategic email and phone outreach (50–60 daily contacts), driving referrals and expanding business opportunities.
- Consistently met and surpassed sales objectives by leveraging exceptional time management, multitasking, and organizational skills; mentored junior team members on CPD sales and operational processes.
Insurance Agent - Benefits Consultant
AMERICAN INCOME LIFE
Raleigh
2014 - 2015
- Educated clients on life insurance solutions and managed the full sales process from qualification to close; exceeded sales goals immediately and recognized as Top Producer for November 2014.
Senior Consultant
SAGEWORKS INC
Raleigh
2009 - 2013
- Educated CPAs, accountants, and small business consultants on leveraging ProfitCents financial analysis cloud software and integrating results into their business processes; served as a reference and participated in case study programs while maintaining high outreach volume (40+ daily calls).
- Led strategic brainstorming sessions to identify innovative marketing and sales approaches; built and nurtured client relationships to create enthusiastic, long-term users of financial analysis tools.
- Collaborated with Directors of Business Development and cross-functional teams to ensure 100% customer satisfaction, drive revenue growth, and renew accounts with fair annual increases; consistently achieved 100% of annual renewal goals.
Inside Sales - Training Advisor
GLOBAL KNOWLEDGE
Cary
2007 - 2009
- Partnered with Training Managers, CIOs, IT Directors, and other senior decision-makers to assess employee skills and certification requirements, establishing clear goals and customized training plans within complex corporate communication environments.
- Exceeded sales performance targets by achieving 110% of the 2008 annual goal and 33% of the 2009 goal by Q1; drove the full sales cycle from qualification to close through strategic prospecting (40–50 daily calls/emails), relationship building, and new business development, including participation in case study creation.
Inside Sales – Project Coordinator
UNISYS CORPORATION
Rochester
2004 - 2007
- Partnered with Field Sales Executives to identify target accounts and drive new business, managing the full sales cycle from qualification to close; consistently exceeded performance expectations, achieving over 115% of sales quota (2004–2006).
- Built and maintained relationships with C-level executives and key decision-makers in targeted accounts, as well as partners and vendors; translated hardware requests into technical configurations for proposals and developed RFPs.
- Secured customer advocacy for Unisys hardware and services by persuading clients to participate in case studies, provide phone references, and speak at industry seminars.
Marketing & Communications Specialist
STORAGETEK CORPORATION
Louisville
2002 - 2004
- Managed customer case study program, collaborating with internal sales teams to identify client successes, write and publish achievement stories, and persuade customers to participate in case studies.
- Led competitive benchmarking project to monitor and analyze competitors’ PR activities; updated executive biographies for PR purposes and ensured accuracy by proofreading internal and external marketing documents.
Franchise General Manager (Progressive)
MCDONALD’S
Rochester
1995 - 2003
- Directed all aspects of personnel management for five rotating locations, including interviewing, onboarding, and training/development for a staff of 30+ employees; controlled profit and loss through effective labor management, waste reduction, and promotional strategies.
- Improved operational performance, achieving a 30% increase in quality, service, and cleanliness ratings within three months based on corporate standards.
Education
Bachelor of Science in Business Administration - Marketing and Communications
Rochester Institute of Technology
Rochester, NY02.2004
Skills
- Analysis of Sales Strategy & Execution
- Account Management & Client Retention
- Project Management & Process Improvement
- Training & Development Solutions
- Relationship Building & Negotiation
- Cloud Software Utilization (Salesforce etc)
- Time Management & Organizational Skills
Timeline
Senior Inside Sales/Sales Process Specialist
UNDERWRITERS LABORATORIES LLC
2016 - Current
Learning Solutions Provider - Inside Sales
CENTER FOR PROFESSIONAL DEVELOPMENT
2015 - 2016
Insurance Agent - Benefits Consultant
AMERICAN INCOME LIFE
2014 - 2015
Senior Consultant
SAGEWORKS INC
2009 - 2013
Inside Sales - Training Advisor
GLOBAL KNOWLEDGE
2007 - 2009
Inside Sales – Project Coordinator
UNISYS CORPORATION
2004 - 2007
Marketing & Communications Specialist
STORAGETEK CORPORATION
2002 - 2004
Franchise General Manager (Progressive)
MCDONALD’S
1995 - 2003
Bachelor of Science in Business Administration - Marketing and Communications
Rochester Institute of Technology