Maleyna Shirley

Experience

• 

  A Touch of Grace Events

  Jun 2017 - Sept 2019

  Assistant Event Coordinator

  - Collaborated with the Lead Coordinators to evaluate and analyze potential risks prior to events and established alternate timelines and means of event execution. - Supervised both the set-up and execution of events for more than 200 guests. - Acted as the main point of contact for clients and vendors when the Lead Coordinator was unavailable.

• 

  House Family Vineyards

  Jun 2018 - Mar 2022

  - Manage company email account daily, responding to all emails within 24 hours of receiving them, and screen incoming emails before triaging to management.- Respond to inquiries and provide product and service information and solutions to prospective and returning clients.- Maintain comprehensive company knowledge to help and support clients navigate a variety of tools and features on the company website. - Upsold guests on wine specials and events to drive additional revenue which included enrolling approx. 5 new wine club members daily and maintaining existing relationships with current members.- Acted as the opening and closing tasting room manager and provided management with sales and end of day reports.- Provided new-hire training on proper tasting room procedures.- Managed and prepared events for more than 150 guests.

  • Remote Customer Support Specialist

    Aug 2019 - Mar 2022

  • Tasting Room Associate

    Jun 2018 - Dec 2019

  • Special Event Assistant

    Jun 2018 - Dec 2019
• 

  Self-employed

  Dec 2019 - Jan 2021

  Personal Assistant

  - Assisted in coordinating and preparing travel arrangements for both business and personal trips; accompanied trips when needed.- Scheduled and supervised appointments, household maintenance, and special events.- Implemented household organizational systems, as well as, recorded weekly supply and inventory needs and made regular restocks.

• 

  Copia Resources, Inc.

  Mar 2021 - now

  As an Account Manager, I bring extensive experience in managing and nurturing key client relationships while driving revenue growth. My role involves:- Serving as the primary contact for clients, ensuring their needs are met through proactive communication, regular check-ins, and responsive support.- Developing and executing customized account strategies to align with client goals, optimize service delivery, and drive mutual business success.- Identifying and pursuing opportunities for upselling, cross-selling, and expanding service offerings to increase account profitability while maintaining client satisfaction.- Leading contract negotiations, managing renewals, and ensuring favorable terms for both clients and the company.- Working with internal teams, including sales, marketing, and operations, to ensure a cohesive approach to client management and issue resolution.- Monitoring account performance, analyzing key metrics, and providing clients with insights and recommendations to improve outcomes.- Addressing client challenges with a solution-oriented mindset, ensuring issues are resolved efficiently and effectively to maintain high levels of satisfaction. Show less - Lead, motivate, and mentor a team of sales professionals, fostering a high-performance culture that drives individual and collective success. I ensure each team member is equipped with the tools, knowledge, and support needed to excel.- Collaborate with senior management to develop and implement effective sales strategies that align with company objectives, market trends, and customer needs. I translate these strategies into actionable plans for the team.- Set clear and achievable sales targets, monitor performance metrics, and provide ongoing feedback and coaching to enhance productivity and sales effectiveness. I conduct regular performance reviews to ensure continuous improvement.- Encourage a collaborative environment where team members share insights, best practices, and strategies to optimize sales efforts. I facilitate regular team meetings and training sessions to foster skill development and knowledge sharing.- Guide the team to build and maintain strong client relationships, ensuring customer satisfaction, and identifying opportunities for upselling and cross-selling. I also handle escalated client issues to ensure swift resolution.- Participate in the recruitment process, selecting top talent, and overseeing the onboarding and training of new team members to ensure they integrate smoothly and contribute quickly to the team's success. Show less - Handled high-volume customer interactions via phone, email, and chat, ensuring timely and effective resolution of inquiries.- Collaborated with cross-functional teams to resolve complex issues and enhance customer service processes.- Maintained detailed records of customer interactions, feedback, and resolutions in CRM systems.- Provided support during product launches, promotions, and service updates, ensuring a seamless customer experience.- Upsold products and services when appropriate, contributing to revenue growth while keeping customer needs in focus. Show less

  • Sales Manager

    Apr 2024 - now

  • Account Manager

    Jan 2022 - now

  • Sales Team Lead

    Feb 2023 - Apr 2024

  • Customer Service Assistant

    Mar 2021 - Jan 2022