Jannette Mercado
Thomasville,NC
Summary
Proven performer in sales and customer management, I leveraged Salesforce proficiency and exceptional communication skills at Ceco Environmental Corp. to enhance client relationships and streamline processes, achieving significant improvements in customer satisfaction and sales efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Inside Sales Support Specialist
Ceco Environmental Corp.
05.2020 - Current
- Generated detailed reports highlighting key metrics such as call volume, lead conversions, revenue generated.
- Developed custom solutions for clients based on their specific needs, driving long-term loyalty.
- Coordinated logistics efficiently to ensure timely delivery of products to customers worldwide.
- Expedited issue resolution by liaising between customers and internal departments effectively.
- Boosted customer satisfaction by promptly addressing inquiries and providing accurate product information.
- Served as a reliable point-of-contact between customers and internal teams including engineering, production, shipping.
- Enhanced sales team efficiency by streamlining processes for order management and delivery tracking.
- Assisted in the training of new hires, sharing best practices and fostering a supportive work environment.
- Received LEAN certification
Customer Sales Representative
Us Duct
04.2018 - 03.2020
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Provided after-sales support as needed, further strengthening relationships with clients and promoting long-term retention rates.
- Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
- Developed loyal clientele by consistently following up on leads and providing exceptional customer service, ultimately converting leads into sales.
- Maintained customer accounts and relationships.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
- Built relationships with customers and community to promote long term business growth.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to team objectives in fast-paced environment.
Collections Account Manager
Quest Diagnostics
12.2012 - 02.2020
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
- Conducted credit reviews for current clients to determine appropriate risk levels and adjust credit limits as necessary.
- Trained new team members in company policies, procedures, and best practices for successful collections management.
- Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
- Collaborated with legal counsel on complex cases, ensuring all necessary documentation was prepared for litigation.
- Assisted in developing new strategies to increase recovery rates on delinquent accounts without compromising client relationships or business reputation.
- Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
- Reduced overdue accounts by implementing strategic collection techniques and maintaining consistent communication with clients.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
- Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
- Streamlined collection processes for increased efficiency, resulting in a higher success rate of collecting outstanding debts.
- Identified and discussed with management opportunities for improvements to procedures and internal controls.
- Prepared accounts receivable-related journal entries for accounting month-end close.
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Maintained accurate records of customer accounts, payments and payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Analyzed customer financial records to determine appropriate payment plan.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Responded to customer inquiries and provided detailed account information.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Entered client details and notes into system for interdepartmental access and review.
Sales/Sales Account Manager
Hughes-rankin
03.2008 - 11.2012
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention and support.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Negotiated prices, terms of sale and service agreements.
- Built client relationships by acting as liaison between customer service and sales teams.
- Monitored market activity and quoted pricing to maintain healthy profit margins.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Implemented effective sales strategies to expand market share within the assigned territory.
- Utilized strong analytical skills to track sales performance, making adjustments as needed to meet targets.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Anticipated clients' needs by staying in touch on regular basis.
- Achieved higher client satisfaction ratings through consistent communication and problem resolution.
- Developed and maintained long-term relationships with key clients for sustained growth.
- Organized joint sales calls with current customers and outside vendors.
- Developed a reputation as a trusted advisor among clients by demonstrating exceptional knowledge of productsservices.
- Attended industry conferences and events, establishing valuable networking connections for potential partnerships.
- Recognized as a top performer among peers, consistently achieving high levels of customer satisfaction and retention rates.
- Consistently exceeded quotas by leveraging an extensive network of contacts within target industries.
- Conducted product presentations and demonstrations, resulting in increased product adoption among clients.
- Contacted regular and prospective customers to explain product features and solicit orders.
- Collaborated with cross-functional teams to ensure seamless delivery of products and services.
- Created comprehensive sales reports that informed executive decision making.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Communicated product quality and market comparisons by creating sales presentations.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed accounts to retain existing relationships and grow share of business.
Education
Associates Degree - Business Development/ Sales & Marketing
Pickens Technical College
Aurora, CO05.1994
Skills
- Goal-oriented mindset
- CRM Software Experience
- Salesforce proficiency
- Email Etiquette
- Cold-calling
- Technical aptitude
- Customer Relationship Management
- Attention to Detail
- Sales strategy development
- Customer Needs Assessment
- Customer Order Management
- Performance Tracking
- Business Development
- Teamwork and Collaboration
- Time Management
- Problem-Solving
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Active Listening
- Excel skills
- Microsoft D365
- 3D Drawing Software
- Salesforce
- LEAN Certified
Certification
LEAN
Languages
Spanish
Limited Working
Timeline
Inside Sales Support Specialist
Ceco Environmental Corp.
05.2020 - Current
Customer Sales Representative
Us Duct
04.2018 - 03.2020
Collections Account Manager
Quest Diagnostics
12.2012 - 02.2020
Sales/Sales Account Manager
Hughes-rankin
03.2008 - 11.2012
Associates Degree - Business Development/ Sales & Marketing
Pickens Technical College
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