Gretchen Dran
Port Saint Lucie
Summary
Results-driven event professional with extensive experience in planning and conducting engaging product demonstrations. Known for driving customer interest and satisfaction through persuasive presentations and interactive events. Highly collaborative and adaptable team player focused on achieving impactful results and meeting dynamic client needs.
Positive and outgoing personality with knack for engaging people and creating memorable experiences. Possesses solid understanding of product knowledge and customer interaction, proficient in communication and presentation skills. Aims to drive significant customer engagement and product awareness.
Overview
12
12
years of professional experience
Work History
Demo Event Specialist
Advanced Marketing and Sales
06.2011 - 11.2012
- Streamlined event setup and breakdown processes, reducing overall time spent on non-customer-facing tasks.
- Educated customers on product features and answered questions regarding product use.
- Increased sales by effectively communicating product benefits.
- Enhanced brand presence by creating visually appealing and informative display setups for events.
- Ensured compliance with all company policies as well as local, state, and federal regulations during each event.
- Increased customer engagement through interactive product demonstrations and by providing in-depth product knowledge.
- Adhered strictly to food safety guidelines when preparing samples at food-related demo events.
- Provided exceptional customer service throughout each event, addressing inquiries promptly and professionally.
- Assisted customers in locating items, addressed questions and provided product samples.
- Developed strong, honest and open customer relationships by presenting informational sales presentations to potential customers.
- Maintained clean, organized and professional work environment.
- Worked with team to achieve sales goals for products.
Customer Service Representative
American Express
02.2001 - 09.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
Education
Vermilion High School
Vermilion, OHSkills
- Engaging personality
- Goal-oriented mindset
- Public speaking experience
- Brand awareness
- Product knowledge expertise
- Event planning
- Marketing strategy
- Strong presentation skills
- Outgoing personality
- Retail sales
- Food and beverage preparation
- Sample products
- Product displays
- Teamwork
- Customer service
- Team player
- Problem-solving
- Multitasking
- Excellent communication
Timeline
Demo Event Specialist
Advanced Marketing and Sales
06.2011 - 11.2012
Customer Service Representative
American Express
02.2001 - 09.2009
Vermilion High School
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