Chanell Laurent
ATLANTA,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Business Development Representative
Coyote Logistics, LLC
10.2021 - Current
- Maintain extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expand business through effective network development, identifying new, and prospective clients.
- Consistently increase profitability each month on average of 25%.
- Build, maintain, and grow customer relationships through CRM management.
- Research leads, uncover needs, and persuade decision makers to let Coyote service their freight though cold calls and consistent communication.
- Use creative and persistent methods to prospect and generate new business opportunities and maintain business relationships with customers through supply chain management.
- Serve as consultative resource to customers regarding service offerings, market trends, industry standards and effectively provide quotes considering all variable factors.
- Maintain operational efficiencies for book of business through load building, scheduling, issue escalation, and capacity securement.
- Work with Carrier Managers to secure best viable options; call carriers to get additional options, dispatch and maintain tracking on all shipments to ensure on-time delivery.
- Understand digital platform services & modal diversity service offerings and effectively persuade customers to use them.
- Effectively support teammates' customers when out of office.
- Meet and exceed expected KPIs.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Follow through with client requests to resolve problems.
- Collaborate with upper management to improve customer service processes and support structures company-wide.
- Utilize customer feedback to inform changes and improvements to customer success plans.
- Create customer support strategies to increase customer retention.
- Establish strong relationships with key customers, resulting in increased customer loyalty.
Catering Marketing and Sales Manager
Brinker International Inc.
04.2016 - 05.2021
- Collaborated with clients to confirm event details such as setup logistics, decorations and food and beverage selections to fulfill client requests.
- Organized corporate meetings, special events and social occasions to satisfy client requirements and increase facility revenues.
- Within first month exceeded sales plan by over $25K.
- Increased sales margin and profitability per month on average by 30%.
- Developed and implemented training programs that reduced employee-focused complaints from 10% to fewer than 2%, which also increased KPI's.
- Exceeded sales budget during busiest season by establishing new programs and improved structure in department which resulted in over 130% of sales plan.
- Participated in planning meetings, site visits and vendor evaluations to enhance quality of client services.
- Exceeded both quarterly and annual sales goals.
- Communicated with venue personnel to coordinate event logistics.
- Hired and trained incoming team members to execute every delivery effectively through continuous feedback, coaching, direct development and supervision which increased KPI's by 90%.
- Determined facility, services and staffing needs to establish framework for successful event execution.
- Increased delivery team from 3 to 12 members based on growth in sales.
- Managed social media page through direction of marketing and analytics.
- Conducted presentations in sales meetings with General Manager of progress reports on status of implementation of defined marketing efforts and sales growth.
- Partnered with Banquet Sales Manager to prepare for targeted trade shows and events to ensure timely registration, proper submission of information and development of material that highlighted the brands' value and grew the department.
- Developed and implemented improved marketing initiatives to drive revenue.
- Increased website traffic and conversions through email and social media marketing.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
District Sales Manager
Atlanta Journal Constitution
12.2013 - 06.2016
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Achieved sales goals by establishing new programs and optimizing weekly quotas by 15% through recurring campaign strategies.
- Hired and trained incoming team members to produce high sales within first quarter by 25% through direct program development and supervision
- Built talent through continuous feedback, coaching and professional development
- Assisted in daily direction of HR operations and management
- Maintained and developed new business accounts that would meet AJC's brand and competitors
- Created and managed quality assurance program through customer research and professional feedback to optimize satisfaction and strengthen competitive sales
- Identified and grew opportunities within territory and collaborated with sales team to ensure growth attainment
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Resolved complex problems impacting sales management by implementing cost-effective strategies.
- Produced and cataloged daily, weekly and quarterly reports, activity logs and team member's goals and plans to senior management.
Customer Service Specialist II
Convergys Corp
09.2011 - 12.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with Program Staff to implement problem resolutions and communicate results to client/customer.
- Created and maintained company files, and office files in accordance with Convergys retention schedule policy.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support and explained company policies and procedures to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Managed over 50 customer calls per day.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained confidentiality of restricted information.
- Assisted with Leaning Management System and meeting/training registrations and notifications to participants.
- Provided public and customers with explanations on forms and other materials.
- Assisted with composing and transcribing letters, memos, and other documents.
- Participated in team meetings and training sessions to stay informed about product updates and changes, demonstrating cooperative, professional communication skills.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Promotions Assistant
Radio Disney
06.2009 - 08.2011
- Coordinated and attended client meetings with sales managers as needed to plan events and event logistics
- Represented clients at events with upbeat, outgoing and friendly persona.
- Engaged audiences with upbeat, fresh videos and posts, capitalizing on current trends to create highly shared content.
- Drove promotional vehicles to events, conducted on-site promotions, engaged with clients and listeners
- Coordinated and collaborated with other team members to create and execute promotions such as remotes, events, van hits and other street team activities from start to finish
- Set up and ran audio and other types of equipment, hanging banners and other staging elements
- Performed basic office administrative functions and recorded events for station promotions.
- Set up, dismantled and transported promotional event equipment as required.
- Prepared contest rules, waivers, and release forms for on-site promotional events, social media and other contests.
- Solicited prizes for contests and maintained inventory for future promotions.
- Worked independently to troubleshoot and resolve day-of issues to keep promotions moving smoothly.
- Kept project creative materials and important paperwork well-organized to avoid delays or errors.
Education
Master of Business Administration - International Business
Strayer University
05.2014
Bachelor of Arts - Broadcast Journalism
Dillard University
New Orleans, LA05.2009
Skills
- 10 years of exceptional customer service, sales, supply chain management, building relationships and administrative experience with proven interpersonal, communication, and conflict resolution skills
- Master Life Coach Certification and Anger Management Specialist
- Project Management
- Customer Consultations
- Lead Qualification
- Lead Generation
- Account Management
- Customer Relationship Management
- Excellent writing and research skills developed through academic, as well as professional experience
- Strong organizational skills and ability to multitask
- Computer skills: Proficient in
- Microsoft Word, Excel, Power Point, Teams, CRM and Delphi
Affiliations
A proven leader who balances academic training in business, with practical experience in marketing, sales and hospitality that offers employers a track record of delivering tasks accurately, efficiently, and quickly. Highly motivated and recognized for providing exemplary customer service, sustaining relationships, and consistently exceeding goals.
Timeline
Business Development Representative
Coyote Logistics, LLC
10.2021 - Current
Catering Marketing and Sales Manager
Brinker International Inc.
04.2016 - 05.2021
District Sales Manager
Atlanta Journal Constitution
12.2013 - 06.2016
Customer Service Specialist II
Convergys Corp
09.2011 - 12.2013
Promotions Assistant
Radio Disney
06.2009 - 08.2011
Master of Business Administration - International Business
Strayer University
Bachelor of Arts - Broadcast Journalism
Dillard University
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