Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kenya Moore

Gonzales,LA

Summary

Experienced Performance Management Consultant skilled in reporting and research. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations.

Expertise in:

Selling and Negotiating | Client Retention | Analyzing Data | Training | Building Relationships | CRM | Internet Sales

Overview

12
12
years of professional experience

Work History

Client Performance Consultant

Dealer.Com
05.2020 - Current
  • Responsible for maintaining excellent customer service to now 95 dealers across country by quickly responding to their calls, completing requests in timely manner, and finding dealer's needs and generating referrals.
  • Consistently maintaining retention rate below benchmark and consistently maintaining NBA benchmark.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • I assist with dealers by leading in monthly performance reviews
  • During my performance reviews, discussions are conducted on how to keep their site compliant and shopper friendly
  • Give recommendations to my dealers by giving suggestions on setting appointments with shoppers rather than selling vehicles over phone
  • I will also take lead in training dealers if it is needed as well.
  • Evaluated current processes to develop improvement plans.

Technical Support Representative

Cox Communications Inc
09.2019 - 05.2020
  • I am responsible for upselling products that will fit the desires and needs of the customers
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Within my short time in the company, I have earned the title, “Best of the Bayou” multiple times within the company
  • I was in the top 5% of the company by consistently providing excellent customer service standard, upselling clients to various products based on their needs, and maintaining a low time per customer while fixing the issue.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, Cable and Security.
  • Managed high levels of call flow and responded to Residential technical support needs.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Sales Consultant

AllStar Kia of Baton Rouge
04.2017 - 09.2019
  • I was responsible for confirming and meeting with all internet appointments
  • Responded to telephone and in-person requests for information.
  • During my time, I earned “Salesperson of the Month” at least 8 months out of the year.
  • I named “Salesperson of the Year” two years in a row
  • I was given responsibility over mining the service department for trades and deals
  • I was also in charge of training new sales consultants
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Followed up with existing customers to provide additional support and address concerns.
  • Provided sales and customer service assistance to walk-in traffic
  • Maximized customer retention by resolving issues quickly.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.

Sales Consultant / Team Leader

NIMNICHT CHEVROLET
04.2015 - 04.2017
  • As a sales consultant, I was responsible for identifying the customers’ needs and landing them on the right vehicle
  • I negotiated, appraised vehicles, closed deals and delivered vehicles
  • I was a consistent top performer and awarded “Salesperson of the Month”
  • I was promoted to team leader where I was responsible for confirming and meeting with all internet appointments
  • I held sales meetings and trained my staff regularly
  • Unfortunately, I ended up having to move back home to Louisiana to help my mom back home while my divorce was being finalized.

Sales Consultant / Internet Sales Manager

KOONS KIA VOLVO
04.2014 - 04.2015
  • I achieved “Salesperson of the Month” every month in this role in a group of 10 sales staff selling an average of 16 cars per month.
  • I was soon promoted to Internet Sales
  • Manager where I was responsible for confirming and meeting with all internet appointments
  • I took the customer from lead to sale
  • I worked closely with salespeople to strategize and train
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Responded to telephone and in-person requests for information.
  • Followed up with existing customers to provide additional support and address concerns.
  • Provided sales and customer service assistance to walk-in traffic
  • Maximized customer retention by resolving issues quickly.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
  • Maintained sense of urgency in answering customer questions and requests through email or voice message.

Bartender/ Server

GOLF CLUB OF AMELIA ISLAND
02.2014 - 04.2014
  • Provided excellent customer service in a fast paced environment
  • I took pride in serving my customers in a friendly and timely manner
  • I set up for various events at the Golf Club while maintaining excellent leadership skills
  • I also made it a personal goal to remember my regular customers name and drink choices.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.

Sales Consultant / Internet Manager

All Star Kia East
03.2012 - 02.2014
  • Awarded “Salesperson of the Month” every month for more than half the year, each year.
  • Promoted to the internet department
  • Provided sales and customer service assistance to walk-in traffic
  • Followed up with existing customers to provide additional support and address concerns.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Responded to telephone and in-person requests for information.
  • Maintained sense of urgency in answering customer questions and requests through email or voice message.

Operations Manager / Store Trainer

CELEBRATION STATION
04.2011 - 03.2012
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Education

DIPLOMA -

ZACHARY HIGH SCHOOL
Zachary
05.2002

Skills

  • Employee Performance Management
  • Active Listening
  • Performance Reporting
  • Critical Thinking
  • Performance Improvement
  • Microsoft Word
  • Train Staff
  • Evaluate Reports and Analyze Data
  • Negotiation
  • Sales Management
  • CRM
  • Troubleshooting

Timeline

Client Performance Consultant

Dealer.Com
05.2020 - Current

Technical Support Representative

Cox Communications Inc
09.2019 - 05.2020

Sales Consultant

AllStar Kia of Baton Rouge
04.2017 - 09.2019

Sales Consultant / Team Leader

NIMNICHT CHEVROLET
04.2015 - 04.2017

Sales Consultant / Internet Sales Manager

KOONS KIA VOLVO
04.2014 - 04.2015

Bartender/ Server

GOLF CLUB OF AMELIA ISLAND
02.2014 - 04.2014

Sales Consultant / Internet Manager

All Star Kia East
03.2012 - 02.2014

Operations Manager / Store Trainer

CELEBRATION STATION
04.2011 - 03.2012

DIPLOMA -

ZACHARY HIGH SCHOOL

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Kenya Moore