JENNY P STACEY

• Consistently met or exceeded performance metrics, leading to increased team success and recognition.
• Resolved escalated customer service inquiries and complaints to maintain satisfaction..
• Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
• Nurtured long-term relationships with customers, offering tailored promotions and exclusive discounts.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.

Key Skills: Relationship Management, Active Listening, Empathy, Emotional Intelligence, De-escalation Techniques, CRM Expertise, Time Management, Attention to Detail, Customer Service Excellence, Customer Needs Assessment,

• Collaborated with sales to ensure seamless seamless handoffs, resulting in smoother customer transitions.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Implemented customer feedback loops, integrating customer suggestions into product development for enhanced user experience.
• Initiated self serve programs in multiple media formats, and across all channels and platforms.
• Created Customer Satisfaction Surveys, retrieved, analyzed data and used to make pro active decisions that streamlined business precesses, and met both company objectives and customer metrics.
• Streamlined onboarding process for new clients, significantly reducing time to value and improving initial experience.

Skill Set - Leadership, Active Listening, Persuasion, Negotiation, De Escalation Techniques, Cyustomer Interfacing, Upsells, Cross Sells, Renewls, Coaching, . Team Building, Company Objectoives, Metrics, KPI, Time Managfement, Organization, Assessment of Customer Needs, Retention, Custonmer Service, Relkationship Management, Account Management , Emotional Intelligence

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Developed and maintained courteous and effective working relationships.
• Self-motivated, with a strong sense of personal responsibility.

Highlights - Managed a Team of 75 CSR Associates, 24 Field Sales Reps, 10 Inside Sales Associates, and 6 Distributors.

• Launched wholesale ecommerce , increasing sales by 250% over first 6 month's. retail sales, increased by an additional 200% over prior years sales.
• Launched seminar and webinar series assisting small to mid sized retailers how to set up, drop ship, expand and scale up their brick and mortars and ecommerce shops. Expanded and unscaled , developing into a new Corp with sales reaching 25 Million .
• CSR Team of 75-100 Average met all KPI and Co Objectives 56 Months Consecutively.

• Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Demonstrated proficient leadership skills to motivate employees and build competent teams.
• Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
• Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.

HIghlights - ***Launched first integration of our CRM with an auto dialer for our organization. Assisted in streamlining tracking of productivity and expanded and fast tracked both company and customer reporting .*** Led weekly motivational training sessions to boost morale, and hone sales and customer service techniques. Coached one on one when individuals needed extra assistance in meeting and or exceeding goals. Resulted in improved employee retention, reduced complaint calls and increased one call resolutions. *** Attended Networking events, trade shows and spoke as a Keo Note Speaker for NAPA three years consecutively on "Customer Satisfaction and Customer Development".