Cynthia Johnson

• Reviewed and processed financial documents to ensure accuracy of customer accounts.
• Analyzed credit reports for potential errors or discrepancies.
• Identified and resolved complex billing issues related to debt collection activities.
• Provided guidance on budgeting, credit score improvement, and debt repayment strategies.
• Assisted customers in understanding their rights under applicable laws such as the Fair Debt Collection Practices Act.
• Prepared letters, emails, and other correspondence to communicate with customers regarding their outstanding debts.
• Responded promptly to customer inquiries about their accounts via phone or email.
• Advised customers on additional resources available for managing their finances responsibly.
• Conducted financial reviews to assess debtors' ability to pay outstanding debts.
• Educated debtors on the consequences of non-payment and potential resolutions.
• Collaborated with team members to meet or exceed collection goals.
• Maintained confidentiality and adhered to FDCPA regulations during collections.

• Mentored local personnel on best practices and protocols to maximize productivity.
• Devised content strategy to effectively engage target audiences.
• Managed budget allocation and resource utilization to maximize marketing ROI.
• Captured new customers optimizing business strategies and launching products to diversify offerings.
• Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
• Used financial reporting to drive business opportunities and kept actual expenses in line with budget.
• Increased revenue by 58% within six month timeframe implementing methods to capture and secure new business.

• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
• Led operational team in development, rollout, and management of new product lines.
• Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
• Cultivated strong relationships with external partners to foster collaboration and maximize resources.
• Prepared annual budget forecasts and monitored performance to meet organizational objectives.
• Oversaw business-wide changes to modernize procedures and organization.
• Developed recruiting strategies to identify qualified candidates and build network.
• Operated and maintained applicant tracking and candidate management systems.
• Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
• Evaluated strengths and weaknesses of candidates through effective screening processes.
• Assisted with onboarding and orientation of new hires to expedite acclimatization process.
• Developed and maintained relationships with external recruiters to obtain referrals to qualified candidates.
• Mentored 78 entry-level agents
• Retained 97% of policyholders during annual renewal period
• Closed average of five new sales per week after implementing new brokerage program

Prospecting and Outreach:

• Identify and target CEOs, CFOs, and other senior executives within target industries and organizations.
• Develop and maintain robust pipeline potential clients through research and market analysis.

Consultative Selling:

• Engage with C-suite executives in consultative discussions to understand their business challenges and needs.
• Present Dunn and Bradstreet's Business Credit Services as solutions that can enhance their creditworthiness and competitiveness.

Product Knowledge:

• Develop deep understanding of Dunn and Bradstreet's products and services, including credit risk management, business credit reports, and competitive benchmarking tools.
• Tailor product offerings to meet specific needs and goals of each client.

Relationship Building:

• Build strong and lasting relationships with key decision-makers at client organizations.
• Serve as trusted advisor, providing ongoing support and guidance to clients.

Competitor Analysis:

• Assist clients in evaluating their competitive position by using Dunn and Bradstreet's data and analysis tools.
• Help clients identify opportunities for growth and improvement based on industry benchmarks.

Sales Reporting:

• Maintain accurate and up-to-date records of client interactions, sales activities, and progress in CRM systems.
• Provide regular reports and updates to management team.
• Managed major accounts portfolio worth $2,800,000

• Determined quality assurance benchmarks and set standards for improvement.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Established and oversaw performance targets for call center associates.
• Evaluated data to identify trends and determine customer service needs.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.
• Improved average hold times, resolution rates and satisfaction scores through staff development.
• Implemented innovative service strategies to improve customer experience and engagement.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Led daily team meetings to review performance, set targets and motivate staff.
• Supervised 25 Telesales reps in providing excellent customer service to callers requiring assistance for Timeshare sales utilization issues.
• Executed Monthly Performance Plans with representatives to to identify production gaps.

Team Leadership:

• Manage and lead team of 45 sales professionals, providing guidance, support, and mentorship.
• Foster positive and motivated work environment that encourages high performance and teamwork.

Sales Training and Development:

• Implement comprehensive training programs to equip sales representatives with skills and knowledge required to succeed.
• Continuously coach and develop team members to enhance their sales capabilities.

Sales Strategy and Execution:

• Develop and implement sales strategies to achieve revenue targets and sales goals.
• Monitor sales activities, lead conversion rates, and customer satisfaction to drive continuous improvement.

Performance Management:

• Set clear performance expectations and KPIs for sales team.
• Conduct regular performance evaluations, provide feedback, and implement improvement plans as needed.

Sales Closures and Conversion:

• Lead by example in closing sales and converting leads into timeshare owners.
• Ensure sales representatives follow up on leads, handle objections, and close deals successfully.

Reporting and Analysis:

• Monitor and analyze sales performance data and call center metrics.
• Provide regular reports and insights to senior management.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
• Led daily team meetings to review performance, set targets and motivate staff