Dana O’Brien
McHenry,USA
Summary
Experienced customer service professional with a strong ability to build and maintain lasting client relationships, resulting in significant sales growth. Delivers tailored solutions and effective communication that consistently enhance customer satisfaction. Proven expertise in generating leads and closing deals, utilizing strong negotiation skills and proficiency in CRM systems.
Overview
15
15
years of professional experience
Work History
Customer Service/Inside Sales Representative
Stuart Services
05.2019 - 05.2024
- Coordinate jobs sold with dispatch to properly schedule projects
- Monitor ongoing work to ensure customer satisfaction and a profitable outcome
- Determine needs, deliver solutions, and overcome objections through consultative selling skills.
- Answered customers' questions regarding products, prices, and availability.
- Maintain detailed contact logs and account records.
- Set up new accounts, established customer credit and set up payment methods.
- Streamlined sales process efficiency by maintaining accurate records of client interactions, ensuring seamless followup.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling and cross-selling.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Participated in industry events and trade shows to network with prospects, gather leads, and increase brand awareness.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Customer Service Representative
Daltile and Stone
07.2016 - 05.2019
- Performed various customer service duties such as: waiting on customers, assisting customers in determining order requirements, answering customer inquiries, providing samples, providing direction/selection assistance, completing sales transactions, and accepting payments
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Educated customers about billing, payment processing and support policies and procedures.
- Performed various office administration duties such as preparation of bank deposits, balance petty cash box, updates customer master file and creates vendor orders
- Performed various product order duties such as entering customer orders, creating plant/RDC orders, and completing stock replenishment orders
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained accurate and detailed records to keep in compliance with company policies and procedures
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Administrative Assistant to Estimating Department
A-Mar Interiors
10.2009 - 07.2016
- Responsible for building estimates by utilizing internet, RFMS, and Excel spreadsheets
- Collecting all bidder information, ensure each bidder receives quotes, track bid results, contact General Contractors
- Generate submittal packages and close-out documents for each new commercial project
- Place orders with vendors and receive all goods into the mainframe system, ensuring inventory’s accuracy
- General office duties including, but not limited to: answering phones, faxing, filing, copying
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
University of New Orleans - business
University of New Orleans
High School - honors graduate
John Ehret High School
LouisianaSkills
- Exceptional Customer Service
- Cheerful and Energetic
- Adept multi-tasker
- Upselling and Cross Selling
- Excels at Relationship Development
- True "People Person"
References
Available Upon Request
Timeline
Customer Service/Inside Sales Representative
Stuart Services
05.2019 - 05.2024
Customer Service Representative
Daltile and Stone
07.2016 - 05.2019
Administrative Assistant to Estimating Department
A-Mar Interiors
10.2009 - 07.2016
University of New Orleans - business
University of New Orleans
High School - honors graduate
John Ehret High School
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