Talent Card 2023

1. 2021 Lenovo Internal. All rights reserved.
eCommerce|MarlaD.ShepardTalentProfile
1
• Consumer sales focal for
offshore team of 50+ reps
• Executive Escalations point of
contact
• Liaison for local IT Support
• Advocate of Outstanding
Customer Service
Team Lead
Consumer & SMB Sales
Education
BA in Government & Public Administration
John Jay College of Criminal Justice, City University of NY
Experience
• Conduct weekly BMS meetings with leadership to
review KPIs like revenue, close rate, profit & attach
• Review daily numbers to insure that non-consumer
purchases are correctly handled
• Onboard consumer sales reps and maintain credentials
for all Lenovo platforms used by this team
• Coordinate & lead Train the Trainer Sessions
• Live monitor interactions to provide real time feedback
• Developed curriculum for virtual new hire training
Awards & Recognition
• CSB Rockstar 4Q22
• eCommerce Team Excellence Award 3Q21 – CSB
Leadership Team
• NA Customer Experience Wow Award 4Q18
Key Accomplishments
• Onboarded 26 CSB reps remotely from May – December 2020
during the COVID 19 Pandemic who accounted for $34.5
million in revenue for FY21
• Facilitated more than 400 hours of virtual new hire instruction
• Completed Learning and Development courses on LinkedIn
Learning – Converting Face-to-Face Training into Digital
Learning, eLearning Essentials: Instructional Design, Learning
How to Increase Learner Engagement and Tips for Learner
Engagement
• Trained offshore leadership team in processes including post
warranty sales, CMT cases, scrubbing and backlog
management
• E2E North America Direct Customer Transaction Post Sales
BOLD Work-out Training Committee Chair
Organizations & Volunteer Activities
• Participated in Lenovo’s mission to the Dominican Republic
with Wine to Water in January 2023.
• Social Media Ambassador for the Foodbank of Central &
Eastern NC
• Conducted mock interviews for Step Up Ministry and Dress for
Success Triangle