Sky Poshar
Raleigh
Summary
Professional solutions expert skilled in providing effective and innovative solutions to meet client needs. Known for strong analytical skills and track record of success in technical problem-solving. Focused on team collaboration and achieving results, with reputation for reliability and adaptability in dynamic environments.
Overview
12
12
years of professional experience
Work History
Software & Solutions Specialist
Lenovo
Raleigh, NC
03.2023 - Current
- Responsible for driving million dollar quotas across the entire Google portfolio: Google Workspace, Google Workspace for Education, ChromeOS, Cameyo, Chrome Enterprise Premium
- Increased software sales by consistently building rapport with clients and providing tailored solutions to their needs.
- Developed and implemented targeted marketing campaigns.
- Supported training initiatives for hardware sellers, sharing best practices for Google software sales
- Received recognition for top performance in software sales within the company multiple times during tenure.
- Demonstrated flexibility in adapting to changing priorities, contributing positively to the overall success of the software sales and marketing team''s goals.
- Utilized CRM software effectively to manage client information, track leads, and monitor sales progress.
- Maintained accurate records of sales activity within CRM software, ensuring up-to-date information for informed decision-making processes.
Customer Experience Associate
Morty
New York, New York
07.2022 - 10.2022
- Conducted customer research through retroactive case studies and analyzed, synthesized & presented findings to operations leadership
- Provided customer support for mortgage applicants that spanned the entire sales cycle
- Designed and tested strategies to qualify leads for sales through use of automated dialing techniques
- Completed gap analysis to inform customer experience strategy
- Collaborated with Head of Customer Experience to create process improvements that led to positive conversion outcomes
- Collaborated with senior sales leadership to create and own a nurture campaign to keep clients engaged during the purchasing process
- Collaborated with internal stakeholders, Product team and CEO to revamp current outreach process that led to increased stickiness of the Morty brand, keeping us top of mind for engaged customers
- Created internal surveying processes to gauge the client’s experience throughout the operational funnel
- Provided feedback to all teams within the operational funnel that contributed to increased conversion and higher customer satisfaction scores
- Regularly analyzed KPIs and reported findings to relevant teams
- Created processes to hold team members accountable for SLAs that are set to ensure a seamless customer experience and launched and maintained initiatives to reduce missed calls on the sales team.
- Analyzed and responded to customer reviews across multiple channels
Customer Success Associate
Policygenius
Durham, NC
02.2022 - 07.2022
- Focused on training and learning development to support onboarding of new employees as well as providing ongoing training for existing staff
- Built a new training progression and framework as two teams are blended to provide a stronger foundation for new employees and to help team members feel more confident, efficient, and effective in their new roles as the scope of their work doubled
- Regularly reported to leadership team progress and areas for improvement, identifying strategies for managers to use to bring lagging employees into alignment with individual and team goals
- Collaborate with team members to identify gaps in training and implement new training resources across the team
- Developed a mentorship program to ensure all employees are supported on all skills required for their role
- Handled client escalations through the operational funnel
- Audited client cases to identify pain points for both the client and the employee
- Worked with product teams to create automations for a more seamless employee and customer experience
Jr. Customer Success Associate
Policygenius
03.2021 - 02.2022
- Mastered workflows while navigating insurance carrier websites and our proprietary CRM software, and take the wheel when troubleshooting and proposing solutions
- Became a subject-matter expert on our life insurance products and carriers through independent, onsite training and cross-functional collaboration
- Communicated masterfully when working with internal stakeholders and leaving internal notes for colleagues
- Provided and receive actionable feedback that will help drive efficiency and best-in-class customer experience
- Exhibited strong attention to detail while carefully reviewing documents for completion and accuracy
- Developed phone and chat skills to communicate with insurance carriers and address clients’ questions about their policies and delivery requirements via phone, email and SMS
- Learned and mastered consultative selling techniques to ensure coverage meets individual customer needs via phone, email and SMS
- Answered customer questions about life insurance, the policy they’ve been approved for, changes in health class, and delivery requirements
Store Manager
Starbucks
Durham, NC
08.2019 - 03.2021
- Successfully dual managed two locations for 6 months with a total of 85 direct employees
- Interviewed, hired, and trained 100% of all new staff which led to increased consumer sales and satisfaction
- Managed a team of 40+ employees; including full-time, part-time, assistants, and trainers
- Exceeded sales plan vs. last year in the midst of COVID-19 by 6% by focusing on customer service, in stock, and product presentation
- Introduced the concept of “daily quick connect meetings” which brought about customer recognition with great efficiency
- Increased weekly sales to ~65K bring total yearly revenue to $3.3M-$3.8M
Assistant Store Manager
Starbucks
Durham, NC
01.2019 - 08.2019
- Staffing & Scheduling - Ensures the right partners are in the right place, at the right time, doing the right work to serve the customer. Responsible for all aspects of hiring and scheduling a 3.5-4 million dollar store
- Teaching & Training - Equips partners with the right knowledge and skills to achieve excellence
- Sales & Inventory - Ensures the right products are in the right place and quantity to grow sales and minimize waste
- Ops Standards & Continuous Improvement - Uses the provided systems to consistently deliver the Starbucks Experience and guide improvement
- Business Analysis & Problem Solving - Understands how to achieve top priorities and removes obstacles that are barriers to excellence
- Culture & Effective Communication - Inspires partners to deliver on Our Mission & Values and ensures they have the information they need to achieve goals
- Coaching for Performance & Development - Helps partners create development plans and has meaningful coaching conversations that drive performance
- Prioritizing & Planning - Has plans in place to achieve established goals and space to adapt to the unexpected
Shift Supervisor
Starbucks
Durham, NC
10.2017 - 01.2019
- This position contributes to Starbucks success by assisting the store manager in executing store operations during scheduled shifts. This job deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers. Models and acts in accordance with Starbucks guiding principles.
Barista
Starbucks
Durham, NC
08.2014 - 10.2017
- This position contributes to Starbucks success by providing legendary customer service to all customers. This job creates the Starbucks Experience for our customers by providing customers with prompt service, quality beverages and products, and maintaining a clean and comfortable store environment. Models and acts in accordance with Starbucks guiding principles.
Education
Bachelor of Arts - Sociology
University of North Carolina At Chapel Hill
Chapel Hill, NCSkills
- Data entry
- Product knowledge
- Customer relationship management
- Creative solutions
- Product demonstration
- Troubleshooting product problems
Websites
Timeline
Software & Solutions Specialist
Lenovo
03.2023 - Current
Customer Experience Associate
Morty
07.2022 - 10.2022
Customer Success Associate
Policygenius
02.2022 - 07.2022
Jr. Customer Success Associate
Policygenius
03.2021 - 02.2022
Store Manager
Starbucks
08.2019 - 03.2021
Assistant Store Manager
Starbucks
01.2019 - 08.2019
Shift Supervisor
Starbucks
10.2017 - 01.2019
Barista
Starbucks
08.2014 - 10.2017
Bachelor of Arts - Sociology
University of North Carolina At Chapel Hill