Della Holden
Cayce,SC
Summary
Dynamic sales representative specializing in customer retention and upselling techniques. Demonstrated ability to communicate effectively and analyze data to optimize marketing strategies. Committed to driving revenue growth and improving client satisfaction through tailored solutions.
Overview
21
21
years of professional experience
Work History
Digital Sales Rep, Retention Rep, Inbound Sale Rep
Charter Spectrum
West Columbia, SC
05.2022 - Current
- Developed personalized solutions for customers, enhancing satisfaction and retention.
- Executed sales strategies to achieve monthly targets, driving revenue growth.
- Participate in regular training sessions to stay current on emerging technologies, platforms, and industry best practices.
- Proactively seek out opportunities for upselling or cross-selling additional products or services to existing clients.
- Consistently exceed monthly sales targets through diligent prospecting and follow-up efforts.
- Provide exceptional post-sales support, ensuring client satisfaction and long-term retention.
- Improve customer satisfaction rates by addressing concerns promptly and providing personalized solutions.
- Deliver persuasive sales pitches that effectively communicated the value proposition of products and/or services offered.
- Streamline the sales process using CRM tools, increasing efficiency and accuracy in tracking customer interactions.
- Boost sales by developing and implementing targeted marketing strategies.
- Utilize data tools to monitor campaign performance, making data-driven adjustments as needed for maximum real time data.
- Achieve consistent revenue growth by staying informed on industry trends and adjusting sales tactics accordingly.
- Train new team members on effective sales techniques and company policies.
- Assist with retaining existing customers who call to cancel or downgrade services.
- Negotiate, overcome objections and implement strategies to minimize loss.
Sr Policy Support Asst, CS Rep, Underwriting Asst.
Seibels
Columbia, SC
12.2004 - 05.2022
- Recognized for 99% customer service calls level and work quality level of 99-100%.
- Achieved 97-100% data entry accuracy rate.
- Produced over 100+ data entry documents daily while maintaining customer
service calls. Collaborated with other to develop innovative solutions. - Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Studied changes, remaining up-to-date with latest trends and protocols.
- Evaluated applications to determine appropriate data information and appropriate risk classifications.
- Utilized knowledge of principles, policies and procedures to make decisions on risk assessment.
- Monitored teams' performance and provided mentoring to achieve personal and department production goals.
- Collaborated with claims department to review and assess impact of claims on underwriting strategies.
- Improved customer satisfaction by quickly addressing and resolving queries related to underwriting processes.
- Optimized workflow by identifying issues and/or system concerns in application review process and proposing effective solutions.
- Ensured data integrity
- Improved decision-making speed by creating reference guide and manuals for common scenarios.
- Enhanced team collaboration with introduction of shared workspace, facilitating real-time updates.
- Reduced errors in application documentation, meticulously reviewing and updating records as needed.
- Facilitated training sessions for new staff, sharing knowledge on best practices and company-specific software.
- Served as a liaison between underwriters and other departments, ensuring smooth workflow and timely completion of tasks related to policy processing.
- Played key role in project team that implemented new platforms, leading to improved operational efficiency.
- Conducted detailed risk assessments to ensure compliance with company policies and industry regulations.
- Increased efficiency in report generation by automating routine tasks, allowing more time for in-depth case analysis.
- Supported senior underwriters in evaluating complex applications, ensuring thorough analysis and accurate decision-making.
- Facilitated smoother policy issuance by closely coordinating with policy administration team, addressing any issues promptly.
- Maintained up-to-date knowledge of industry developments and regulatory changes, ensuring company practices remained compliant.
- Enhanced overall team productivity by implementing new organizational strategies for managing workload and prioritizing tasks.
- Maintained high levels of accuracy in data entry, reducing errors in policy issuance and minimizing potential losses.
- Improved underwriting process efficiency by streamlining administrative tasks and enhancing communication between departments.
- Aided in training new Underwriting Assistants, sharing knowledge of company procedures and systems to ensure their successful integration into the team environment.
- Trained and delivered feedback to teams by coaching subordinates on policies and decisions.
- Facilitated efficient policy renewals by proactively reviewing accounts prior to expiration dates, recommending appropriate adjustments based on changes in risk exposure.
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Entered payments, account information and call logs into.
- Improved department efficiency by developing file management systems and spreadsheets to manage and review data.
- Managed a diverse caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
- Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
- Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
- Reviewed and verified applications for compliance with company guidelines and standards.
- Trained new team members on procedures, fostering a collaborative work environment.
- Assisted in preparing reports outlining risk assessments and coverage recommendations for clients.
- Utilized software to maintain accurate records and track policy submissions effectively..
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Developed and maintained efficient filing systems, improving document retrieval and organization.
- Provided exceptional support, ensuring timely completion of tasks and enhancing team productivity.
Security Officer
Sizemore Security
Columbia, SC
03.2006 - 10.2008
- Conducted routine patrols to ensure safety and security of premises.
- Monitored surveillance equipment, identifying potential security threats proactively.
- Responded to incidents promptly, coordinating with law enforcement as necessary.
- Trained new security personnel on protocols and emergency procedures.
- Developed and implemented security policies to enhance operational efficiency.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in vehicle or foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Responded quickly to emergency situations to assess and deflect issues.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Wrote detailed reports of all security breaches and investigations.
Education
Bachelor of Science - Criminal Justice
Benedict College
Columbia, SC05-2004
Skills
- Target market identification
- Online sales techniques
- Sales strategy development
- Performance tracking
- Web analytics
- Competitive analysis
- Client needs determination
- Account development
- Upselling techniques
- Cold calling
- Order management
- Market research
- Marketing strategies
- Order processing
- Problem-solving aptitude
- Presentation skills
- Management collaboration
- Professional demeanor
- Client development
- Data analysis
- Customer retention
- Brand awareness
- Written communication
- Adaptability
- Product and service sales
- Issue resolution
- Continuous improvement
- Time management abilities
- Digital marketing
- Interpersonal communication
- Strategic planning
- Professionalism
- Goal setting
- Analytical thinking
- Interpersonal skills
- Product knowledge
- Self motivation
- Task prioritization
- Team building
- Relationship building and management
- Decision-making
- Adaptability and flexibility
- Effective communication
- Active listening
- Creative thinking
- Team leadership
- Team collaboration
- Organizational skills
- Excellent communication
- Reliability
- Multitasking Abilities
- Problem-solving abilities
- Attention to detail
- Time management
- Problem-solving
- Teamwork and collaboration
- Search engine marketing
- CRM software proficiency
- Search engine optimization
- Video marketing
Accomplishments
2021 Customer Service Appreciation Award | HO-2000 Course | Business Owner's Policy Course (BOP) |Core Value Training | ALICE Basic Certification Training for Business |Top Customer Service Award | ROTC Army Reserve
Timeline
Digital Sales Rep, Retention Rep, Inbound Sale Rep
Charter Spectrum
05.2022 - Current
Security Officer
Sizemore Security
03.2006 - 10.2008
Sr Policy Support Asst, CS Rep, Underwriting Asst.
Seibels
12.2004 - 05.2022
Bachelor of Science - Criminal Justice
Benedict College