Marcia Maki
Greater Phoenix Area
(805) 807-8031 | Marciamaki25@gmail.com
PROFESSIONAL SUMMARY
Results-oriented business process and sales enablement professional with extensive expertise in evaluating, designing, facilitating, and optimizing operational deliverables within highly regulated sale and service environments. Experienced in data collection, analysis, and translating insights into actionable solutions. Proven ability to lead complex projects, drive cross-functional collaboration, and align strategy with organizational goals to enhance operational efficiency and customer outcomes.
EXPERIENCE
State Farm Insurance
Channel Enablement, Go to Market – Execution Design June 2024 – Present
Partner with cross-functional teams including product, technology, and business stakeholders to design and implement enablement programs that integrate emerging technologies and data-driven insights, enhancing the agent and customer omnichannel experience.
Develop and maintain dashboards and perform data storytelling to monitor program effectiveness, inform continuous improvement, and support strategic decision-making aligned with enterprise goals.
Facilitate creation of role-based playbooks and training content to improve onboarding consistency and operational efficiency across multiple channels.
Learning Liaison – Western Market Area June 2022 – June 2024
Created an AI-driven virtual training solution, enabling scalable learning experiences for sales leadership across the organization.
Collaborated with field leadership executives to design and deliver a targeted learning series addressing market challenges and capability gaps.
Developed learning modules and training materials tailored to market needs, enhancing skill development and adoption of new tools.
Agency Field Specialist – Western Market Area May 2020 – June 2022
Coached and consulted with 60+ independent agents, leveraging CRM platforms and sales analytics to improve business acumen, market share growth, and client retention.
Led professional development workshops and peer-led learning initiatives that increased field performance and leadership alignment with organizational KPIs.
Created virtual learning tools and training guides that standardized CRM usage, client communication, and performance tracking across the region.
Air 7, LLCAccount Executive October 2018 – April 2020
Managed scheduling for elite aircraft clients, achieving 100% on-time flights and compliance with safety standards, which boosted client satisfaction scores by 30%.
Generated monthly revenue reports identifying growth opportunities, contributing to sustained revenue increases.
Built and nurtured strong client relationships through personalized service, securing repeat business and referrals from high-net-worth clients.
Resolved scheduling conflicts promptly, maintaining operational efficiency at 98%.
Sonoma Jet CenterBusiness Manager, Concierge September 2013 – September 2018
Managed a portfolio of high-value client accounts valued over $1 million annually, driving 35% year-over-year profit growth.
Negotiated vendor contracts, reducing operational expenses by 15%, contributing to the company’s first profitable year.
Spearheaded marketing and sales efforts at national and regional industry events, increasing customer leads by 40% and expanding regional market presence.
Developed customized client retention programs, increasing retention rates to 85%, significantly exceeding industry benchmarks.
EDUCATION
University of California, BerkeleyBachelor of Arts in Social Welfare | Graduated May 2013Honors: Posse Foundation Full-Tuition Leadership Scholarship, H U Lee Scholarship
SKILLS
Data Analytics & Sales Process Improvement
Change Management & Strategic Execution
Market Research & Competitive Analysis
Sales & Contract Negotiations
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