Kelley Mock

• Met department goal of 5 cases per hour for 12 consecutive months, assisting an average of 750 cases per period.
• Assisted management with special projects outside daily tasks - contacting highly escalated customers impacted by system failures, inventory issues, and canceled delivery requests.
• Actively engaged in mentoring initiatives for underperforming team members.
• Deliver customer excellence with diligence and integrity.
• Collaborate cross-functionally with internal departments to increase satisfaction and retention rates.

• Established strong relationships with ADT residential customers via inbound/outbound phone calls and email correspondence.
• Maintained an excellent save rate percentage and productivity level.
• Consistently met sales targets each month.

Senior Sales Advisor (Promoted, June 2017)

• Managed and trained a team to ensure they assisted customers through strategic sales tactics to secure business deals.
• Communicated with multi-functional work groups to meet weekly and monthly goals.
• Negotiated pricing and completed sales for underwriting purchase contracts.
• Offered provisions, warranties, services, and financing.

• Answered inbound calls, delivering outstanding customer service.
• Achieved weekly, monthly, and yearly objectives through meticulous transaction management.
• Communicate current marketing campaigns to clients.

Team Lead (Promoted, April 2012)

• Coordinated meetings with potential clients for home security evaluations
• Facilitated improvement of phone etiquette among new hires, enabling them to exceed performance expectations.
• Trained team members to correct actions for improved competency.
• Continually exceeded sales expectations by up to 15% each month over the years.