Summary
Overview
Work History
Education
Skills
Timeline
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J Smith Wilson

J Smith Wilson

Fort Belvoir,Virginia

Summary

Highly responsive Business Sales Team Lead with strong client relationship building habits, excellent verbal and written communication skills, and proven de-escalation abilities. Energetic, solution-driven professional with vast experience in recruiting, marketing, customer service and sales. Successful navigating fast-paced, changing environments demanding heavy multi-tasking and strong time-management skills. Versatile supervisory background including onboarding experience and SOP creation focused on building and improving processes.

Overview

3
3
years of professional experience

Work History

Business Sales Senior Lead

WSI Inc
08.2023 - Current
  • Resolved customer complaints quickly and efficiently.
  • Coached other employees in customer service strategies and successful selling techniques.
  • Provided leadership, guidance, and direction to team members.
  • Served as a liaison between the sales team and upper management.
  • Trained new staff in customer service protocols and product knowledge.
  • Investigated trends in customer buying habits and reported findings to senior management.
  • Demonstrated outstanding communication skills when interacting with both internal teams and external customers alike.
  • Created reports on monthly sales performance for executive review.
  • Recruited, interviewed, trained, coached, evaluated performance and provided feedback for direct reports.
  • Promoted positive culture of teamwork and inclusion, increasing employee morale.
  • Trained and developed new team members to improve product knowledge and selling abilities.
  • Delivered quality customer service while cultivating client satisfaction and loyalty.
  • Provided leadership and direction to motivate department associates.
  • Cross-trained on different positions to best support team during peak periods.
  • Monitored performance of sales team and implemented improved methods to close gaps.
  • Maintained awareness of advertised items to accurately recite current pricing and promotions.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
  • Analyzed sales space capacities based on system parameters, securing high stock availability.
  • Reduced process lags by training employees on best practices and protocols.
  • Maintained contact with existing customers through phone calls, emails, and visits to build strong relationships.
  • Created and maintained relationships with key clients, partners, vendors, and industry professionals.
  • Developed and implemented effective strategies to expand customer base and increase sales.
  • Monitored market trends, customer feedback, and competitor activities to identify opportunities for growth.
  • Supervised sales teams by providing guidance on how to effectively close deals.
  • Identified areas for improvement in operational processes and developed solutions to enhance efficiency.
  • Coached team members on sales techniques and provided constructive feedback when needed.
  • Prepared detailed reports on sales performance for senior management review.
  • Provided leadership support throughout the entire sales cycle from prospecting through closing of deals.
  • Coordinated inter-departmentally to drive sales development initiatives and carry out mission and goals of organization.
  • Resolved customer complaints regarding sales and service.
  • Supported sales team members to drive growth and development.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Coached, developed and motivated team to achieve revenue goals.

BSII

WSI, Inc.
05.2022 - 09.2023
  • Worked with business clients regularly providing superior before and after-sale customer service
  • Professionally fielded escalated calls with unwavering commitment to providing first-class customer care using tact and diplomacy to achieve win-win outcomes.
  • Sought to regain and maintain customer loyalty through excellent customer service and appropriate compensation with a keen eye toward protecting company profits
  • Maintained rapport with store associates and Account Executives by providing competent support with urgency.
  • Honed ability to prioritize and discern between important and urgent issues.
  • Consistently volunteered to assist with special projects.
  • Assisted B2B Leadership with maintain internal tracker. Planned and implemented training of staff to company expectations within RTS

ERT Associate

WSI, Inc.
09.2021 - 05.2022
  • Managed inbound email and telephone communications
  • Provided thorough and knowledgeable responses to customer questions and complaints regarding a range of topics while maintaining acute awareness of CPH and AAHT
  • Laser focused on providing outstanding customer service, striking a balance between maintaining/restoring brand loyalty, and protecting company profits by minimizing waste and concentrating on sustainability
  • Functioned once per week as an ERT PAL assisting coworkers with resolving complex issues and determining best course of action.
  • Achieved an overall 4.69 StarRating
  • Progressively improving overall stats from 3.66 (September 2021) to 4.25 (December 2021. Areas of Demonstrated Excellence as Noted by Customers: Efficiency, Empathy, Issue Resolution
  • Frequently featured on the Leaderboard Top Ten

Sales Associate

WSI, Inc.
08.2021 - 09.2021
  • Addressed all issues related to furniture sales, delivery, and service experience.
  • Managed in-bound sales and customer service inquiries related to products and promotions, focusing on quickly establishing rapport and building trust/brand loyalty over the phone.
  • Provided knowledgeable responses to customer questions and complaints regarding a range of topics, including product information, order placement, shipping, item replacement and refunds.
  • Resourcefully utilized CareBot, Knowledge, CCUI and AMS/OMS simultaneously to provide top-level customer service while operating within guidelines of policies of the company.
  • Reliably observed working and break times according to schedule daily, striving to embody SMILE company motto and build brand loyalty with each call and customer interaction.

Education

Bachelor of Science - Organizational Leadership

Colorado State University
Fort Collins, CO
05-2026

AA in General Studies - English

Calhoun Community College

Skills

  • De-Escalation and Conflict Resolution
  • Client Relations
  • Effective Communication
  • Active Listening Skills
  • Analytical and Critical Thinking
  • Decision Making Skills
  • Organizational Skills
  • Collaboration
  • Team Building
  • Data Management
  • MS Office
  • Google Drive
  • Staff Development
  • Recruitment and Onboarding
  • Employee Selection and Development
  • Training Program Development
  • Employee Engagement and Performance Management
  • Copy Writing
  • Proofreading and Editing

Timeline

Business Sales Senior Lead

WSI Inc
08.2023 - Current

BSII

WSI, Inc.
05.2022 - 09.2023

ERT Associate

WSI, Inc.
09.2021 - 05.2022

Sales Associate

WSI, Inc.
08.2021 - 09.2021

Bachelor of Science - Organizational Leadership

Colorado State University

AA in General Studies - English

Calhoun Community College

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J Smith Wilson