Summary
Overview
Work History
Education
Skills
Timeline
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Heather Burnell

Ionia

Summary

Dynamic Services/Sales Consultant at Progressive with a proven track record in customer relationship management and sales strategies. Expert in enhancing customer satisfaction through tailored product recommendations and exceptional service. Skilled in CRM software, driving performance improvement and fostering long-lasting client relationships. Committed to operational excellence and team collaboration.

Overview

27
27
years of professional experience

Work History

Services/Sales Consultant

Progressive
05.2024 - Current
  • Developed strong client relationships through effective communication and active listening.
  • Identified customer needs and provided tailored product recommendations to enhance satisfaction.
  • Collaborated with team members to create strategic sales presentations that improved engagement.
  • Utilized CRM software to track leads, manage sales pipeline, and document interactions efficiently.
  • Participated in regular training sessions to refine sales techniques and product knowledge continuously.
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
  • Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.

Manager of Operations

Hope Network Behavioral Health
05.1998 - 03.2024
  • Streamlined daily operations to enhance efficiency and reduce delays.
  • Coordinated cross-functional teams to ensure alignment on project objectives.
  • Implemented operational processes that improved workflow consistency and accuracy.
  • Facilitated regular team meetings to discuss performance metrics and address challenges.
  • Supported management in strategic planning initiatives to drive operational excellence.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.


Education

Associate of Applied Science - Business Administration And Management

University of Pheonix

Skills

  • Time management
  • Customer relationship management
  • CRM proficiency
  • Objection handling
  • Product and service sales
  • Sales strategies
  • Customer relationship building
  • Customer service
  • Sales consultation
  • Customer retention
  • Interpersonal communication skills
  • Sales expertise
  • Performance improvement
  • Customer experience enhancement

Timeline

Services/Sales Consultant

Progressive
05.2024 - Current

Manager of Operations

Hope Network Behavioral Health
05.1998 - 03.2024

Associate of Applied Science - Business Administration And Management

University of Pheonix

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