Iy Jae Hae MATTHEWS
Mauldin,USA
Summary
Ambitious New Home Sales Consultant offering excellent interpersonal communication, relationship management, customer service and presentation skills. I offering more than 3 years in New Home Construction sales, and over 15 years of sales experience in outside sales, business development, training and marketing. Successful in new account acquisition and growing existing account sales for each company I have worked with. Driven to generate and increase sales, while delivering topnotch customer care.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Advanced Dermatology Center
Maitland, Florida
03.2020 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Business Development Manager
Merrill Lynch Wealth Management
Charlotte, NC
03.2017 - Current
- Served as company representative at Corporate and Community sponsored events to promote company objectives
- Resolved employment-related disputes through proactive communication
- Set up and maintained global account management and reporting tools and processes
- Evaluated current service needs and product satisfaction levels with established customers
- Enhanced marketing exposure through effective website content management and direct correspondence with potential clients
- Uncovered and qualified prospects and sales opportunities in targeted markets using external resources
- Fostered and facilitated relationships with product distribution channels to increase product sales
- Strategized with sales team to prospect and qualify potential customers within assigned geographic territories
- Networked and interacted with local, national and international associations to optimize industry connections
- Created alternative business plans to improve customer relationships
New Home Sales Consultant
Meritage Homes SC
Greenville, SC
03.2014 - 10.2016
- Maintained subdivision and model home above company standards by working with construction team to always be 'show' ready
- Prepared documents such as representation contracts and purchase agreements
- Interview clients to determine their needs and what kind of home they are seeking
- Track and analyze all new home construction companies in the surrounding area and subdivisions regarding product, pricing, and inventory
- Learned and applied all company '4:2' sales formula selling process and completed all company training's
- Consistently used and maintained a detailed lead management systems for Prospects, Referrals and Realtors
- Responsible for the growth, profitability, quality and quantity of sales contracts within my assigned communities
- Provided a high level of customer satisfaction and demonstrated excellent people skills which reflected in my customer satisfaction scores
- Worked directly with sales manager and marketing to develop creative marketing techniques to drive prospects and realtors to my communities
- Generated listings for sales and rental properties through cold calls and referrals
- Delivered positive, effective sales presentations
- Informed home buyer of the sales, construction and warranty processes
- Met all monthly and quarterly sales goals
- Created and implemented marketing plans to drive sales
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations
- Converted prospects to closed sales for clients located throughout Greenville County
- Represented buyers and sellers of developed and undeveloped properties
- Advertised client properties on websites, through social media and in real estate guides
- Followed up with prospective buyers regarding incentives from the builder and new developments in the surrounding area
- Communicated with clients to understand their property needs and preferences
- Presented purchase offers to sellers for consideration
Inside Sales Representative
United Parcel Service
Greenville, SC
06.2010 - 08.2011
- Increased sales penetration within assigned territory by establishing new accounts through cold calling, getting referrals from clients and penetrating opportunity in current accounts
- Developed account sales strategies that incorporate core UPS solutions for outbound and inbound sales calls
- Utilized account management and business development skills to cultivate multi-level customer relationships in order to uncover specific needs of key decision-makers
- Presented pricing agreements utilizing negotiation skills to competitively position UPS as a strategic partner
- Managed 80-100 small business accounts
- Performed pre-call customer research and sales strategy development
- Identified clients business needs during sales calls by listening, recognizing companies needs/wants, and implementing solutions
Membership Recruiter
Nielsen Media Research
07.2007 - 06.2010
- Consistently recruited and serviced qualified clients to participate in the television ratings by door to door recruitment within assigned territory
- Maintained low client turnover rate at 4% (company requirement is 10-8%)
- Function as a liaison between clients and Nielsen Media Research by resolving client issues and concerns within company policy and procedures
- Maintained an above company average recruitment rate of 3 new clients per week
- The company requirement is 2 week
- Worked independently and maintained a home office, company car, credit card and completed all reports in a timely manner
- Recorded accurate and efficient records in the customer database
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory
- Kept detailed records of daily activities through online customer database
Substitute Teacher (On call)
Kelly Educational Staffing
Rock Hill, SC
09.2006 - 03.2007
- Reported on student progress, behavior and social skills to parents
- Instructed small groups of students in basic concepts such as the alphabet, shapes and color recognition
- Taught an average of 25 students per class
- Relieved the classroom teacher during breaks
- Graded tests and papers and recorded grades for teaching staff
Executive Director (Sales Associate) & Regional
LegalShield
Ada, OK
03.2000 - 01.2007
- Recruited sales and acquired new sales associates through cold calling and referrals
- Managed a team of 2000 sales associates in the past seven years
- Consistently achieved and exceeded quotas for the Executive Bonus Levels from 2001-present
- Called on 70 clients per week by getting referrals, cold calling, by telephone or in person meetings
- Coordinated and administered company events and training's for sales associates (classroom size 20-500+)
- Provided customer service & follow up to ensure continued business by building rapport, and providing excellent customer service
- Worked individually and with local management to maximize market share
- Spearheaded expansion and development initiatives in Upstate South Carolina and Charlotte NC
- Led cross-functional teams to create impactful messaging, demand-generation programs and sales tools
- Fostered and facilitated relationships with product distribution channels to increase product sales
- Recruited and hired sales team of 500 employees
Education
Bachelor of Arts - Social Work
Winthrop University
Rock Hill, SC01.1999
Skills
- Energetic and driven
- Excellent communication skills
- Excellent work ethic
- Strong interpersonal skills
- Resolution-oriented
- Business development
- Prospecting
- Contract negotiations
- Customer service relations
- Conflict resolution techniques
- Employee recruiting
- Customer targeting
- Persuasive negotiator/Closer
- Professional telephone demeanor
- High-energy attitude
- Courteous demeanor
- Microsoft PowerPoint
- Opening and closing accounts
- Call center procedures
- [Software] CRM system proficiency
- Building rapport
- Tactful and diplomatic
- Adaptive team player
- Scheduling
- Complaint resolution
- Promotional support
- Positive and professional
- Research
Affiliations
- Member of Charlotte Chamber of Commerce
- Member of Commerce Club
- Member of Delta Sigma Theta Sorority Inc. A public service organization.
Certification
- Active SC Real Estate License
- Series 7 license
- Salesforce
Timeline
Customer Service Representative
Advanced Dermatology Center
03.2020 - Current
Business Development Manager
Merrill Lynch Wealth Management
03.2017 - Current
New Home Sales Consultant
Meritage Homes SC
03.2014 - 10.2016
Inside Sales Representative
United Parcel Service
06.2010 - 08.2011
Membership Recruiter
Nielsen Media Research
07.2007 - 06.2010
Substitute Teacher (On call)
Kelly Educational Staffing
09.2006 - 03.2007
Executive Director (Sales Associate) & Regional
LegalShield
03.2000 - 01.2007
Bachelor of Arts - Social Work
Winthrop University