KELLEY Segovis
Conroe,TX
Summary
Goal-oriented Inside Sales Lead with distinguished experience and proven leadership abilities. Successful in smoothly uncovering and solving challenges quickly and efficiently, while promoting company products and maintaining loyal, satisfied customers. Committed to streamlining procedures while optimizing employee talent.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Sage Surfaces, HAUSPro LLC
03.2015 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Consistently managed Number-person staff, effectively resolving issues, which resulted in top ranking out of Number teams.
- Collaborated with Job title to improve customer service processes and support structures company-wide.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Improved customer service initiatives by streamlining sales and order management processes.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Assisted organization with transitioning from paper invoicing to Software and point-of-sale systems, which resulted in overall efficiency.
- Assisted customers with navigating internal Type and Type systems to obtain Result.
Inside Sales Team Lead
HausPro LLC
03.2017 - Current
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
- Proactively managed client correspondence and recorded all tracking and communications.
- Managed planning, product ordering, shipment, and completion of store displays.
- Smoothly handled hundreds of customer support emails and phone calls daily.
- Routinely built relationships with Regional Sales Managers.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
- Worked with RSM's and Product team to onboard fabricator partners and manufacturers, as well as training them in our proprietary system.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Managed five sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Maintain extensive logs of back order material. Partnered with manufacturers to obtain accurate lead times and oversaw that shipments were on schedule.
- Worked daily with Associate Merchants to correct any pricing errors, offering workable scenarios and avoiding order delays.
- Worked closely with other departments to promote products and marketing campaigns.
- Teamed up with IT to offer new ideas to provide maximum system efficiency.
- Tested new procedures and trained team members on changes.
- Quoted prices, listed terms and included countertop information in customer estimates.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Customer Service Lead
Sage Surfaces
03.2015 - 01.2017
- Mentored new hires from every department, resulting in stronger staff development and increased productivity
- Held online and conference call training sessions on use of our proprietary portal and processes to accommodate off- site partners within our organization
- Reviewed backordered products with manufacturers on a daily basis, checking item availability and efficiently clearing shipping queues.
- Recognized and tapped talented staff to fill key positions and maximize productivity
- Partnered with our fabricators, distributors, and store associates to solve issues that arise in a timely manner
- Took on a production aspect within our Customer Service team which required daily conversations with direct customers from purchase to install of their counter tops
- Handled shipping ETA's, back orders, and replacement orders for our fabricators by communicating with our distributors
- Spoke with corporate offices often to handle issues, process orders, and resolve invoicing issues
- Assisted with handling calls and took over escalated concerns to provide skilled solutions
- Immediately escalated issues to correct individuals when typical procedures did not achieve resolution
Education
High School Diploma - undefined
Willis High School
2009
Skills
- Relationship building skills
- Highly dependable
- MS Windows proficient
- Self motivated
- Professional phone etiquette
- Conflict resolution
- Spreadsheets/Reports
- Highly organized
- Account management
- Staff Training
Timeline
Inside Sales Team Lead
HausPro LLC
03.2017 - Current
Customer Service Manager
Sage Surfaces, HAUSPro LLC
03.2015 - Current
Customer Service Lead
Sage Surfaces
03.2015 - 01.2017
High School Diploma - undefined
Willis High School
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