Growth happens when strategy meets systems—and I build both. I’ve led Sales and CX orgs from 0 to scale, bridging GTM vision with operational rigor. From optimizing funnels and enablement flows to building dashboards that drive clarity and action, I align people, tech, and process to accelerate revenue. I coach teams into high-performance engines and turn complex goals into repeatable, data-informed wins. People-first. Insight-led. Outcome-obsessed.
Hi, I’m
Neelam Maddela (Annie)
Associate Director - Sales Development & CX
Hyderabad
Summary
Overview
9
years of professional experience
Work History
Fresh Prints LLC
Associate Director - Sales Development & Customer Experience
05.2023 - 07.2024
Job overview
- Led a 25-member global SDR/CX org (3 TLs) across US, India & Philippines; owned hiring, OKRs, and $300K annual budget for ops, talent, and incentives.
- Drove conversion up by 15 % and qualification accuracy by 27 % through SPIN playbooks paired with weekly and live performance dashboards.
- Automated keyword-triggered workflows, cutting ticket load 45 %, slashing response SLAs 35 % and returning 300 staff-hours per month.
- Maintained 99 % instant chat/call response and 30-min email/SMS turnaround, driving CX satisfaction and retention.
- Architected cross-function QA program and SOP suite, delivering a 40 % error reduction and audit consistency.
- Developed a succession pipeline-coaching 9 high-potentials into leadership, Inside Sales and special-project roles.
- Collaborated directly with 6 Inside Sales Managers and 50 Inside Sales Associates to drive KPI accountability, design tailored improvement plans, and resolve escalations on high-impact accounts.
- Co-led custom CRM design, rollout and 100 % adoption for a shared CRM for 80 users across Sales, SDR, and CX teams; standardized campaign QA and reporting.
- Delivered daily data insights on 70 campaign launches, fine-tuning messaging and enablement tools to amplify engagement and win-rates.
Fresh Prints LLC
Sales & CX Manager
07.2021 - 05.2023
Job overview
- Scaled SDR & CX from 0 to 20, built KPI-driven lead routing tied to ISA performance.
- Built a structured onboarding framework that accelerated ramp-up by 40%.
- Codified CX best practices and QA rubrics, delivering 56% error reduction.
Fresh Prints LLC
SDR & CX Lead / Sr. SDR & CX
06.2020 - 07.2021
Job overview
- Sole customer contact for all channels; created SOPs and training blueprints for future expansion.
- Coordinated hiring plans and succession paths to feed departmental growth.
- Improved Response Rate across platforms from 40% to 75%
Fresh Prints LLC
Sr. & Jr. Licensing Coordinator
07.2018 - 05.2020
Job overview
- Scaled university licensing program by over 430%, growing from 30 to 160 campuses (including the University of Pennsylvania), driving multimillion-dollar revenue. Negotiated contracts and enforced 100% IP compliance across all partnerships.
- Managed compliance, royalty reporting, and licensing relationships.
Amazon
Transaction Risk Investigator
06.2015 - 07.2018
Job overview
- Conducted high-impact fraud investigations across NA, EU & IN.
- Published seller risk insights that prevented millions in bad debt; Led NSB audits and cross-team SOP improvement.
- Mentored new hires and handled high-priority escalations.
Skills
RevOps Strategy
Availability
See my work availability
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Timeline
Associate Director - Sales Development & Customer Experience
Fresh Prints LLC
05.2023 - 07.2024
Sales & CX Manager
Fresh Prints LLC
07.2021 - 05.2023
SDR & CX Lead / Sr. SDR & CX
Fresh Prints LLC
06.2020 - 07.2021
Sr. & Jr. Licensing Coordinator
Fresh Prints LLC
07.2018 - 05.2020
Transaction Risk Investigator
Amazon
06.2015 - 07.2018
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