Grace Musfeldt
Phoenix,AZ
Summary
Dynamic, technologically-savvy and ambitious Sales leader with more than 15 years of sales experience in a fast-paced call center environment. Devoted to maximizing customer satisfaction and company growth with exceptional service and support. Recognized for extraordinary customer service, swift issue resolution and exceeding all established metrics. Gifted at working with all types of personalities. Drives growth continuously with forward-thinking approach and tenacious pursuit of sales closings. Efficient in several software platforms including Salesforce. Looking for a new opportunity where hard work and dedication will be highly valued.
Overview
28
28
years of professional experience
Work History
Outbound Sales Call Center Agent
Open Network Exchange
Scottsdale, AZ
02.2024 - Current
- Outbound calls to Princess Cruise members to sell future cruise and land packages.
- Provide customer service support to existing clients and potential customers.
- Develop new business opportunities by prospecting for leads and cold calling.
- Create customized presentations for prospective clients to demonstrate product features and benefits.
- Maintained an organized database of contacts and client information.
- Make 100 outbound calls a day while meeting all sales metrics.
- Provide exceptional customer service while handling objections to convert to a sale.
- Chosen to handle customers wanting to rescind their purchase due to having high conversion of saved sales.
- Responded promptly to emails and phone inquiries from potential clients seeking advice about cruising options.
Sr Outbound Sales Advisor
Liberty Mutual Insurance
Phoenix, AZ
08.2016 - 02.2024
- Licensed Property & Casualty in all states
- Achieved or surpassed company-defined sales quotas for 7 years.
- Executed 100 outbound calls each day to interested prospects, resulting in 5% increase in sales.
- Listened to customer needs to identify and recommend optimal coverage for their individual needs.
- Cross-trained on Inbound calls responsibilities to handle additional duties during peak periods.
- I won Century Club Awards for far exceeding sales expectations.
- Handled escalations by listening to the customer's grievance and providing solutions.
- Efficient in working several platforms to quickly provide the customer a quote from other companies.
- Educated clients about different types of investments and potential risks associated with them.
Sales Representative
Wyndham Vacation Ownership
Phoenix, AZ
01.2016 - 08.2016
- Timeshare Sales Worldwide
- Meet guests face to face, invest in rapport building and discovery, tour resort property.
- Build value and sell Sell vacation ownership on a "today" basis.
- Go over finance options and qualify all guests.
- I also am used on other agents tables to help close the sale.
- I was chosen to go to Las Vegas to train to give the product presentations to groups of 10 or more possible prospects before touring the property.
- Monitored customer order process and addressed customer issues.
Account Manager New Memberships
International Cruises & Excursions
Scottsdale, AZ
01.2012 - 12.2015
- Sell Cruise & Vacation packages
- Offer memberships to new customers and activate new members.
- Upgrade, up-sell or renew existing memberships to current customers.
- Offer accurate and timely customer service.
- Make outbound calls to new owners or from lead sheets.
- I worked in a fast paced and highly competitive call center environment.
- I was chosen out of over one hundred agents to go to London, England to start up a call center. I had to train on sales process, cold calling, overcome objections and same call close.
- Exceeded department expectations for productivity and accuracy levels.
Co Owner & Broker
Desert Gold Exchange
Scottsdale, AZ
04.2010 - 01.2012
- My husband and I started the company from the ground up along with a purchasing partner.
- I met with clients to diversifiy their financial portfolios in to gold and silver.
- I rolled over client's IRA's in to gold bullion.
- Go over market conditions and advise when to buy/sell gold and silver.
- I also sold numismatic gold to coin collectors to add to their portfolio.
- Handled all bank wires to purchase clients products.
- Packaged and shipped client's products.
- Monitored business trend forecasts, adjusting budgets and operational plans to maximize growth and opportunities.
- Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
- Set pricing structures according to market analytics and emerging trends.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
- Lead team of 10 employees in all operations including sales, service, parts and office functions.
- We sold the company for a profit.
Lab Manager
Design Dental Lab
Phoenix, AZ
09.2002 - 03.2010
- Oversee the daily activities of the lab such as employees working cohesively and all cases are completed by deadline given per the Dentist.
- Quality control on all departments working on cases.
- Meet with Dentists to market our lab and acquire their business.
- Process all end of the month statements including payroll.
- Train and supervise dental technicians and dental lab bench workers.
- Conferred with Dentists regularly to understand and meet specific needs.
- Coordinated recruitment, paperwork and payments for laboratory participants.
- Maintained detailed records and completed regular reports for operations, accounting and human resources needs.
- Supervised cleaning and maintenance of laboratory equipment to prevent errors and breakdowns.
- Established and managed quality control program covering all laboratory activities.
- Maintained compliance with all laboratory, company and legal regulations.
- Troubleshot product issues and fixed problems.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Reservation Sales Agent
Southwest Airlines
Phoenix, AZ
03.1997 - 07.2002
- Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
- Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements.
- Took calls in a high volume call center booking air reservations.
- Handled escalations and found solutions to provide customer satisfaction.
- Maintained customer loyalty by quickly resolving complaints and service issues.
- Facilitated customer reservations by providing booking information and processing payments.
- Promoted and enrolled customers in rewards programs and special offers.
- Assisted customers with purchase of travel arrangements and accommodations.
Education
Some College (No Degree) -
Property & Casualty Licensing In All 50 States
License in Real Estate -
Arizona School of Real Estate & Business
2015
High School Diploma -
Horizon High School
Scottsdale, AZ05.1992
Skills
- Competitive
- Customer satisfaction
- Customer service excellence
- Top Producer
- Quality control
- Building Customer Rapport
- Troubleshoot
- POS system expertise
- Sales transaction processing
- Strategic sales
- Sales promotions
- Brand development and marketing
- Client relationship management
- Meeting and exceeding sales goals
- Mentoring and training
- Effective customer upselling
- Sales and market development
- Prospecting skills
- Persuasive selling
- Networking
- Territory management
- Sales presentations
- Upselling expertise
- New market penetration
- Key account generation
- Relationship selling
- Call Center
- Task delegation
- Financial administration
- Planning and coordination
- New business development
- Strategic business planning
- Conflict mediation
- Inbound and Outbound Calling
- Call Center Operations
- High-energy attitude
- Sales expertise
- Report writing skills
- Salesforce Software
- Cruise and Travel
Personal Information
In 2012 I was chosen out of over one hundred agents to go to London, England to start up a call center. My Job included hiring, training and managing sales agents. Setting goals/quotas and teaching SOP's. Writing sales scripts for the agents to use during cold calling. Trained agents on taking escalation calls to meet customer satisfaction. I always aim to better my skill set so I am currently working towards my Bachelor's degree.
Accomplishments
- Promoted to Outbound after only 6 months with the company.
- 100+ Century Club Winner consistently.
- Promoted to New Memberships after only 3 months with the company.
- I was chosen from over 100 plus employees to go to London, England to open a call center.
- 2012 and 2013 account executive of the year.
- Consistently maintained high customer satisfaction ratings.
- Exceeded sales goals month after month.
- Mentored 30 new sales associates.
Timeline
Outbound Sales Call Center Agent
Open Network Exchange
02.2024 - Current
Sr Outbound Sales Advisor
Liberty Mutual Insurance
08.2016 - 02.2024
Sales Representative
Wyndham Vacation Ownership
01.2016 - 08.2016
Account Manager New Memberships
International Cruises & Excursions
01.2012 - 12.2015
Co Owner & Broker
Desert Gold Exchange
04.2010 - 01.2012
Lab Manager
Design Dental Lab
09.2002 - 03.2010
Reservation Sales Agent
Southwest Airlines
03.1997 - 07.2002
Some College (No Degree) -
Property & Casualty Licensing In All 50 States
License in Real Estate -
Arizona School of Real Estate & Business
High School Diploma -
Horizon High School