David Peterson
Shawnee,KS
Summary
Successful Client Service Representative with 10+ years of experience addressing customer requests and concerns. Expert at relationship management, providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Quick learner who is adept at learning new software and policy.
Overview
12
12
years of professional experience
Work History
Client Service Representative
Empower
04.2023 - 04.2024
- Accountable for overall client service experience for sponsors, advisors, partners and third-party administrators.
- Own a portfolio of over 100 plans; successfully meeting or exceeding internal and external client services responses within timely 24-hour period.
- Knowledgeable of industry policies and procedures and ensuring that clients understand updated current rules and regulations.
- Facilitate client meetings to consult and assist with questions around complex issues for rapid resolution.
- Collaborate internally and cross-functionally with internal teams to proactively address customer service needs; inform client of updates and changes.
- Manage and communicate essential recordkeeping information using Salesforce including compliance testing results, plan amendment requests, plan design issues, regulatory changes, product enhancements and product functionality.
Retirement Services Sales Representative
Paychex
08.2021 - 04.2023
- Proactively prospected minimum 30 accounts daily via phone and email.
- Demonstrated consultative approach, able to quickly find customer needs.
- Regularly exceeding meetings booked (7 per week), calls complete targets and sales closed monthly (typically 6 accounts).
- Leveraged multi-touch outreach programs through Salesforce automation.
- Established and nurtured relationships with regional financial advisors to create mutually beneficial referral programs.
- Cross-train and onboard new hires.
Inside Sales Representative
Menufy
09.2017 - 07.2021
- Consistently achieved or exceeded sales quota while leading department in sales 15 times; led department in “go-lives” 8 times.
- Self-sourced pipeline, increasing from 1x to 3x YOY; manage a portfolio of accounts with Close.io and Zendesk Sell.
- Serve as primary point of contact, working cross-functionally with internal teams to drive customer satisfaction, identify process improvements and help resolve any customer-facing issues.
- Develop and maintain strong, long-lasting relationships with key stakeholders through regular communication and engagement, understanding their needs and objectives.
- Act as the customer’s advocate, address customer issues, anticipate future needs, handle renewal risk and help mitigate churn.
- Independently manage customer implementations/expansions; became product expert and attended 2018 International Pizza Expo.
Guest Relations Specialist
Dine Global Brands
08.2014 - 09.2017
- Responsible for guest experience at restaurant level and conveying issues to franchise level.
- Handled complaints with professionalism, providing patience and empathy.
- Used time management to efficiently handle multiple calls and emails per day.
- Provided solutions to restaurant guests to provide satisfaction and ensure return to business.
- Led department in service request emails processed in 2015 and 2016, averaging 125 per day; led department in calls taken in 2015, averaging 60 per day.
Education
Bachelor of Science - Commnunication
Pittsburg State University
Pittsburg05.2007
Skills
- MS Excel
- MS Outlook
- Salesforce CRM
- Zendesk Sell CRM
- Client Relationship
- Pipeline Management
- Revenue Generation
- Objection handling
- Outbound calling
- Sales closing
- Teamwork and collaboration
- Call center experience
- Issue and complaint resolution
- Remote office availability
Timeline
Client Service Representative
Empower
04.2023 - 04.2024
Retirement Services Sales Representative
Paychex
08.2021 - 04.2023
Inside Sales Representative
Menufy
09.2017 - 07.2021
Guest Relations Specialist
Dine Global Brands
08.2014 - 09.2017
Bachelor of Science - Commnunication
Pittsburg State University