Belinda Carroll
Richmond
Summary
Adaptable professional with proven ability to learn quickly and thrive in diverse environments. Expertise in knowledge acquisition and effective application across various roles. Experience includes managing teams and individual contributions in program management. Currently oversees client services, document management, sales support, and marketing coordination.
Overview
25
25
years of professional experience
Work History
Marketing & Retention Manager
Simplicity VoIP
Richmond
2021.09 - Current
- Responsible for a wide range of client services, document creation/management, sales support, and marketing coordination.
- Maintain, organize, and generate content for technical and sales collateral, blogs, newsletters, knowledge base, ongoing training resources, and programs.
- Serve as a subject matter expert on 10DLC campaign registration, and manage the registration process for clients with a 100% success rate.
- Design the current retention program and be responsible for strategies, policies, as well as the execution of the program, and maintain CPNI compliance.
- Develop, execute, and document a monthly social media calendar to drive engagement and brand presence.
- Perform inside sales, with contract renewal execution, and handling warm leads.
- Lead the company in 228% growth for renewals in the first year.
- Conducted regular surveys to measure customer satisfaction levels.
Senior Training & Development Manager
West Corporation/Intrado
Richmond
2010.07 - 2020.07
- Led a multilingual, geographically dispersed, remotely based, customer-facing web collaboration training team.
- Created bespoke online and in-person training programs that enabled various aspects of success for the client in regard to utilizing online collaboration tools.
- Responsible for the full enterprise process from consulting, contract negotiation, construction/execution of programs, to billing.
- Ultimately managed approximately 2 million dollars in training business annually.
- Fulfilled this role and the others listed for Intrado, West, and InterCall remotely for 17 years.
Training & Development Manager
West Corporation
Richmond
2007.07 - 2010.07
- Built the first remotely based, customer-facing, custom web collaboration training team for West Corporation.
- Constructed from the ground up, flexible, comprehensive, instructor-led online, and classroom training programs for client web collaboration enablement.
- Onboarded and trained new team members in the emerging collaboration technology, as well as training methods.
- Discovered and implemented new learning techniques and industry best practices to drive learning through professional training.
- Developed strategies for improving the quality of instruction provided by trainers, based on various avenues of feedback.
Senior Product Specialist
InterCall/West Corporation
Chicago
2002.12 - 2007.06
- Strategized with clients to create focused training programs designed to empower users to integrate online collaboration into their everyday workflow.
- Enabled sales reps to promote online collaboration by hosting a weekly internal company-wide sales training call.
- Led training classes and recorded instruction for later use.
- Mentored other members of the team and led special projects.
- Maintained and executed a 'living library' of online, client-facing support, and education programs.
- Partnered with sales in developing solution selling strategies around the beginnings of online collaboration, in concert with conference calling.
Product Specialist
InterCall
Chicago
2000.05 - 2002.12
- Pioneering poison designed to support sales by introducing clients to the emerging technology of online collaboration.
- Gained expertise in every emerging online presentation tool technology available.
- Responsible for creating and presenting vertically targeted presentations and initial collaboration training programs.
Education
BS - Human Ecology
Liberty University
Skills
- Develops positive working relationships
- Client relationship management
- Excellent written and oral communication skills
- Team Leadership
- Management
- Telecommunications
- UCaaS
- VoIP
- NetSapiens
- HubSpot
- Canva
- Research
- Inside sales
- Sales support
- Content creation
- Training program development
- Virtual and Classroom Instruction
- Account Management
- Retention Management
- Technical Writing
- Social media management
- Retention strategy development
- Project management
Timeline
Marketing & Retention Manager
Simplicity VoIP
2021.09 - Current
Senior Training & Development Manager
West Corporation/Intrado
2010.07 - 2020.07
Training & Development Manager
West Corporation
2007.07 - 2010.07
Senior Product Specialist
InterCall/West Corporation
2002.12 - 2007.06
Product Specialist
InterCall
2000.05 - 2002.12
BS - Human Ecology
Liberty University