Brandon Matola
Business Development Manager
Providence,RI
Summary
CUSTOMER RELATIONSHIP MANAGER
SUMMARY OF QUALIFICATIONS
Focused customer relations professional with 5+ years of experience in sales. marketing, and customer retention whose networking skills have increased retention rates by 28%. Knowledgeable in lead generation, social media marketing, and negotiation techniques. Skilled in records maintenance, prospecting and consultative selling. Ability to enhance team performance and maximize customer satisfaction through strategic call management and process improvements.
Overview
6
6
years of professional experience
Work History
Customer Relationship Manager
Balise Automotive
Warwick, RI
07.2017 - Current
- Resolve an average of 150 customer inquiries per day through inbound and outbound telephone and email communication utilizing CRM and various technologies to exceed performance benchmarks and goals
- Generate 200 new customer leads per month using honest and innovative marketing techniques including social media marketing company events, and positive community engagement
- Increase buyer satisfaction and retention ratings 28% by responding quickly to customer inquiries, leveraging high emotional intelligence, and defusing conflict through needs-based consultative selling techniques
- Reinforce established quality control standards and company procedures to ensure optimal customer satisfaction.
Business Development Agent
07.2017 - 07.2020
- Converted over 35+ cold leads to sales appointments per week in a fast-paced environment resulting in an additional $186,000, a 56% increase in profitability, and conversation rates of 50%
- Communicated with customers via telephone, email, and internet chat to bolster service availability and develop strong customer relationships
- Leveraged social media and other research methods to conduct market development and cultivate new leads.
Weekend General Manager
LA Fitness
Warwick, RI
02.2015 - 07.2017
- Converted 78% of first-time visitors to members
- Upsold 39% of existing members to high-value memberships
- Retained over $5,500 in monthly revenues through reducing customer churn by addressing pain points and providing unique solutions to maintain customer loyalty
- Drove records sales growth by leveraging company CRM to build successful sales pipelines, manage prospects, and run detailed reports
Fitness Consultant
02.2015 - 08.2016
- Prospected new leads with a 33% conversion rate through completing 400+ weekly calls to warm & cold leads
- Performed regular touchpoints with new and existing customers to develop or strengthen business relationships
- Maintained accurate and detailed customer information in CRM software while following all company guidelines and regulations concerning customer privacy.
Direct Support Professional
The Groden Network
Providence, RI
09.2010 - 08.2015
- Improved and enriched the lives of 12 individuals with developmental, physical, and mental disabilities by supervising participants with activities of daily living, utilizing de-escalation strategies as needed
- Implemented individual service plans created to support the care, education, mental, emotional, and social interactions while maintaining kindness, respect, and dignity while maintaining accurate patient files
Education
Associate - Science in Criminal Justice
Community College of Rhode Island
Skills
Customer Relationship Management (CRM)
Account Management
Salesforce
Microsoft Office
Quality Assurance
Customer Experience
Branding
Negotiation
Conflict Resolution
Strategic Thinking
Customer Service
Prospecting
Social Media Marketing
Pipeline Management
Report Generation
Upselling
Cross Selling
Contract Negotiations
Data Management
Needs Assesments
Timeline
Customer Relationship Manager
Balise Automotive
07.2017 - Current
Business Development Agent
07.2017 - 07.2020
Weekend General Manager
LA Fitness
02.2015 - 07.2017
Fitness Consultant
02.2015 - 08.2016
Direct Support Professional
The Groden Network
09.2010 - 08.2015
Associate - Science in Criminal Justice
Community College of Rhode Island