Summary
Overview
Work History
Education
Skills
Career Overview
Timeline
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Carolyn Davidson

Toorak,Victoria

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

19
19
years of professional experience

Work History

APAC – Operations Manager

Soti Pty Ltd
01.2019 - 01.2023
  • Provided timely operation assistance to APAC Sales Team
  • Owned weekly forecasting plans to help achieve sales targets
  • Delivered best practices for business processes and reporting
  • Approved pricing of quotes in a day turnaround and successfully collaborated with team to improve sales effectiveness

APAC – Operations Leader – Software Group

IBM
01.2012 - 01.2018
  • I provided leadership across the software sale renewal team (10 people) which included business analysis, tracking of revenue forecasting, reviewing and implementing process improvement, and training the team (Asia Pacific)
  • This included delivering financial CRM reports to leading stakeholders, cadence weekly/quarterly presentations, resolving critical issues and work cross functionally to build and maintain a strong brand for software operations.
  • Streamlined operations by identifying inefficiencies and implementing process improvements.

Customer Success Manager – Software Group

IBM
01.2004 - 01.2012
  • Successfully managed deployment and administration of five enterprise software sale contracts - Telstra, EDS/HP, Vic Gov, NAB, and Coles Group.
  • Achieved accurate compliance with contract records and developed agile office systems and account procedures
  • I provided successful client engagement, resolved escalations, quoted, initiated special bids, and delivered software renewals
  • Mentored and trained software graduates and new staff members in a flexible and approachable manner

Education

High School Diploma -

N/A
N/A
01.

Skills

  • Leadership & Team Collaboration
  • Customer Service
  • Contract Management
  • Mentoring and Training
  • Analytics & Reporting
  • Business Process Improvements
  • Business & Sales Operations
  • Revenue Forecasting – KPI’s
  • Forward thinker who seeks out challenges with a “can do” attitude and willingness to learn
  • Successfully provided innovative account operations and analytical reporting skills in advising, influencing and motivating global teams (internal and external) in achieving their vision and strategy
  • Proven to work well under pressure with short deadlines due to strong organisational, analytical problem solving, and verbal communication skills
  • Exceeds customer expectations in managing their accounts and closing renewals – eg Telstra
  • Utilized exceptional customer service skills to manage key accounts, resulting in improved retention rates and increased revenue
  • Process Improvement

Career Overview

I have experience in business administration and customer service roles. I enjoy customer service and can strategically lead solutions and transform them into successful outcomes. I have a wealth of knowledge in analyzing data to identify ways to develop, coordinate, and implement improvements for customers and internal team members. I am skilled at identifying patterns to improve sales and deployment while maintaining strong and loyal stakeholder relationships. I increased software renewal targets by 10% each year for large commercial enterprises.

Timeline

APAC – Operations Manager

Soti Pty Ltd
01.2019 - 01.2023

APAC – Operations Leader – Software Group

IBM
01.2012 - 01.2018

Customer Success Manager – Software Group

IBM
01.2004 - 01.2012

High School Diploma -

N/A

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Carolyn Davidson