New York City Metropolitan Area
I am highly motivated and passionate about all aspects of the Customer Experience and Project Management. My diverse background has helped me utilize my creative & versatile skill set to work in liaison with clients to identify and resolve their needs, manage employees who exceed a sales based quota, as well as implement actionable items for increase efficiency for better project management and capacity planning. Skills Include: Salesforce, GSuite, Smartsheet, Project Management, Implementation, Process Documentation, High Attention to Detail, Building Rapport, Capacity Planning, Strategic Selling Skills, MS Office Suite, Adobe CC Photoshop, Illustrator, & InDesign, Technical Support in a Salesforce Environment, Customer Prospecting & Retention, Coaching & Mentoring, Goal Setting & Forecasting, Conflict Resolution.
- Manage all aspects of the customer conversion process and track their progress. - Consult with customers to understand their business needs and recommend best practices in the use of the software - Offer technical expertise and guidance throughout the data conversion and merge processes - Handle customer support calls during the conversion time-frame - Nurture customer relationships to build a relationship built on trust
- Managed 16 locations across 5 dealers; bringing in sales revenue of $4.5 - $5 million annually. - Met or exceeded sales goal in 10 of last 12 months and 23 of last 24 months. - Trained & coached at District & Manager level to obtain 9% - 12% Year over Year growth by implementing referral program & Business vertical outreach.
- Maintained a Portfolio of hundreds of Client Issues & Escalations with a high closed satisfactory rating. - Helped lead a team of up to 5 Customer Support Representatives. - Held accountability for Customer Satisfaction, Call Log Efficiency, and Ticket Close Rate.
- Achieved "Elite" sales status for maintaining 100% to sales quota and YoY growth across multiple store locations. - Top in Gross Activations & Accessory Revenue in 5 consecutive months & Customer Satisfaction for 2 years. - Business Advocate for increased Business upsell and gross adds on Business Liable accounts.
- Led KPI in my store for: Gross Add Sales, Customer Satisfaction & Retention, Accessory Revenue, and Cross Device Upsell. - Led team of 5 - 8 associates; coaching & mentoring for obtainment of 100% to sales quota. - First Retail Rep in region to bypass 6 month min. for promotion based on exceptional sales and leadership.