Jennifer Marks
Northbrook,IL
Summary
At Pethealth Inc., I spearheaded initiatives that significantly enhanced client satisfaction and operational efficiency, leveraging my expertise in customer relationship management and adaptability. My strategic approach to relationship building and process improvement resulted in notable revenue growth and market share expansion, underlining my commitment to achieving and exceeding business objectives.
Overview
18
18
years of professional experience
Work History
Client Services Director, Animal Welfare
Pethealth Inc.
02.2021 - Current
- Provided expert guidance on industry trends, enabling clients to make informed decisions about their business strategy.
- Proactively identified areas for process improvement, leading to streamlined workflows and enhanced operational efficiency.
- Increased revenue generation through strategic upselling tactics and effectively communicating the value of additional services to clients.
- Ensured consistent quality across all deliverables by implementing rigorous quality assurance measures throughout project lifecycles.
- Build and improve relationships with mid and high-level strategic accounts driving revenue and increasing market share to exceed sales targets against business plans
- Identify new leads that increase software sales and utilization, leading to growth
- Work closely with customers from purchase through implementation to ensure strong customer retention
- Work cross-functionally with organizational teams to facilitate communication of technical inquiries
- Elevated brand reputation through exceptional communication skills, building trust with clients while fostering ongoing loyalty towards the organization.
- Facilitated seamless transitions during periods of change management or organizational restructuring while minimizing disruption for external stakeholders.
- Leveraged data-driven insights to inform tactical decision-making, leading to better outcomes for both the company and its clients.
- Led cross-functional teams in the development of innovative solutions tailored to meet unique client needs.
- Scheduled sales visits in assigned territories.
- Identified business challenges and presented solutions to challenges.
Inside Sales Account Executive, Client Services B2
Pethealth Inc.
03.2018 - 02.2021
- Enhanced sales performance through continuous sales training and skill enhancement as professional phone salesperson.
- Collaborated with cross-functional teams to develop tailored solutions for clients, ensuring their needs were met and promoting long-term partnerships.
- Exceeded quarterly KPIs through consistent prospecting efforts, including cold calling, email outreach, social media engagement, and referrals from satisfied customers.
- Optimized sales strategies by collaborating with marketing teams to create targeted campaigns that resonated with specific audience segments.
- Supported the development of sales collateral such as brochures, presentations, and case studies to showcase product benefits during client interactions.
- Monitored portfolio growth and identified key accounts to upsell.
- Negotiated pricing programs with new clients to maintain consistent revenue flow while protecting profit margin.
- Utilized CRM software to track leads, manage pipelines, and analyze overall performance metrics for continuous improvement efforts.
- Stayed informed of industry trends and competitor offerings to maintain a competitive edge in the market.
- Expanded the company''s market presence by attending industry events, networking with professionals, and showcasing product offerings.
- Enhanced collaboration between departments by serving as a liaison between sales teams and other internal stakeholders such as finance or operations.
- Negotiated pricing terms with clients to close deals while still maintaining profitability objectives for the company.
- Conducted regular check-ins with existing clients to identify upselling opportunities and maintain ongoing communication.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
Membership and Insurance Sales
Pethealth Inc.
02.2016 - 02.2018
- Contributed to the agency's overall success by exceeding individual sales goals and supporting team initiatives.
- Managed a large book of business efficiently, balancing client needs with company objectives while maintaining a high-quality service standard.
- Achieved top sales performance rankings within the agency consistently through aggressive prospecting and relationship building efforts.
- Managed inbound calls from prospective customers and pet parents regarding 24PetWatch products and services
- Conducted warm outbound calls as assigned and convert to sales
- Converted prospects to customers through consultative, needs-based selling, using your strong closing skills and value-added statements
- Provided a world class customer service experience throughout the sales process that will result in increased retention and repeat business
- Ensured accurate system documentation for each transaction
- Achieved quarterly individual and team sales targets and quality objectives
- Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase agency's aggregate sales figures.
Operations Manager
Root Dog Training
01.2017 - 01.2018
- Supported owner and staff with the responsibility for customer acquisition, retention, and expansion of new and existing customers; providing a positive customer experience, assessing customer needs, recommending appropriate services
- Produced revenue-producing relationships with clients initiating account strategies and leading prospects through sales cycle, including building relationships, optimizing existing programs and constantly driving/evaluating new opportunities to expand scale of training programs with each client
- Oversaw the entire quality reliability function, implementing policies and programs to ensure total customer quality satisfaction
- Established strategic plans and actions targeted at meeting and supporting the broader organizational objectives, driving a high performance culture to insure maximum productivity and profitability
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and maintained relationships with external vendors and suppliers.
Finance Manager
Lexus of Highland Park
01.2007 - 01.2017
- Managed a centralized F&I office, generating 100 deals per month (new, used, and leased)
- Coordinated financial transactions between sales associates, sales managers, customers and lenders
- Worked closely with Sales Managers to ensure prompt delivery of every makeable deal
- Instructed salespeople on proper turnover and interaction with the finance department on an on-going basis
- Maintained positive lender relationships and sent necessary paperwork to lenders for credit approval
- Conducted regular sales meeting on sales techniques/policies/procedures as related to the F&I department
- Collaborated with cross-functional teams for strategic business planning and growth initiatives.
Education
Bachelor of Arts - Pschology
University of Iowa
Iowa City, IA05.1999
Skills
- Customer Satisfaction
- Relationship Management
- Clear communication skills
- Client Relationship Building
- Brand representation
- Teamwork and Collaboration
- Customer Service
- Adaptability and Flexibility
- Relationship Building
- Work Planning and Prioritization
- Customer Relationship Management
Timeline
Client Services Director, Animal Welfare
Pethealth Inc.
02.2021 - Current
Inside Sales Account Executive, Client Services B2
Pethealth Inc.
03.2018 - 02.2021
Operations Manager
Root Dog Training
01.2017 - 01.2018
Membership and Insurance Sales
Pethealth Inc.
02.2016 - 02.2018
Finance Manager
Lexus of Highland Park
01.2007 - 01.2017
Bachelor of Arts - Pschology
University of Iowa
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