angelia farries

* I handle private and customized WebSphere Education for IBM external and internal customers *  created customized plans for customers seeking training in product solutions. *  enabled Business Partners and IGS on our products. *  provided one IBM face to the customer through seamless support of all SWG *  advertised and educated on WebSphere Services and Support by acting as the key liaison *  interfaced with WW teams (Americas, Asian Pacific & Europe) to assist with opportunities

* Responsible for working with Business Partners and offering a consultative service which allowed “Influencers” to request IBM sales team support to help close sales opportunities. Key Developer Relations initiatives were executed as part of this role *  managed relationships with Independent Software Vendors *  compiled metrics measurement usage, lead generation and win revenue *  interfaced with WW teams (Americas, Asian Pacific & Europe) to assist with sales representative’s opportunities and coordinate work relationships *  coordinated for monthly and yearly targets for IBM Sales Connections program *  interfaced with Developer Relations Co-Marketing project team by providing 4Q incentives. Overall objectives achieved by creating data tracking process that aided marketing in successfully monitoring lead submission and maximum business value from investment *  recommend program offerings to business partners and established targets while assisting with campaign execution *  conducted in-depth market intelligence and analysis to maintain competitiveness of program

* Worked to maintain demographics and JEMS database for PartnerWorld for Developers; Managed Approval team which monitored and created solutions for The Global Solutions Directory an IBM repository of Business Partners offerings *  supervised a team that drove operational excellence through database cleanup & Global Solutions entries submissions *  interfaced with Global Partner World project team on major project to help migrate and consolidate PartnerWorld partner data in the WW Preferred Partner Profile System database *  complied, tracked and reported team metrics and successes *  coordinated multiply projects while successfully adhering to a 14% WW Service level an increase of 2% *  budgetary/leveraging of IBM resources

* Business Partner Operations Manager, PartnerWorld Contact Services * Collaborated with Business Partners to maximize needs, streamline processes and maximize budgetary limits with Channel Management; recruited, monitored and evaluated staff performance. Addressed staff deficiencies to ensure adherence to policies and procedures *  supervised a team of service representatives who increase overall customer satisfaction by 2.5% *  reduced cost by leveraging resources and savings of $34K *  compiled & monitored team metrics *  negotiated Documents Of Understanding (DOUs) *  created tactical and strategic solutions that produced Excellent Service Delivery as well as Delighted the Customer

* Dedicated resource which updated Siebel Customer Relationship Management (CRM) opportunity records for IBM sales force *  supervised a team that exceeded overall service levels by 4.5% or better over 80% objective *  designed and delivered a program that enabled representatives to off-load administrative work, saving sales representatives over 3500 hours of manpower, dramatically increasing available face to face selling time *  managed Full Time Equivalent/headcount to maintain work schedules for multiple shift resources to ensure adequate coverage *  developed the business relationship between sales representatives & customers *  provided support for 12 – 15 employees in the area of Career Development *  special projects (focal for Employee Charitable Contribution Campaign)

* Dedicated resource to assist IBM business partners & customers *  monitored day-to-day activities, which identified trends of service delivery breakdowns *  evaluated employee performance and addressed deficiencies. Coached and cross trained employees to enhance skills in order to maximize efficiency *  maintained audit readiness for Quality Management System *  assisted employees with escalations and resolved service issues *  implemented procedures & programs for more efficient team operations *  determined and deployed organizational changes to increase operational efficiency and deliver greater customer satisfaction

* Senior Teach Representative * Secure student enrollment in IBM technical software and hardware classes *  delivered detailed education sessions to all new & existing employees *  investigated and resolved customer complaints *  monitored daily incoming call volumes *  project lead *  conducted in-depth market intelligence and analysis to maintain competitiveness of educational offerings

Chattahoochee Technical College, a unit of the Technical College System of Georgia, is a public, multi-campus, two-year college that provides accessible, high quality technical, academic, and adult education and training that promotes the economic growth and development of North Central Georgia. The college successfully prepares individuals for employment and assists them in pursuing their educational, career and personal goals through a variety of learning opportunities that include associate degree, diploma, and certificate programs, as well as non-credit and public service offerings.Chattahoochee Technical College offers eight campuses across Cobb (Marietta campus, Mountain View campus, Austell campus), Bartow (North Metro campus), Paulding (Paulding campus), Cherokee (Woodstock campus and Canton campus), Pickens and Gilmer counties (Appalachian campus). Our administrative offices are located in Cobb County at the Marietta campus.