Summary
Overview
Work History
Education
Skills
Timeline
Kim Perkins

Kim Perkins

Orem,UT

Summary

Dynamic Sales Manager and Customer Support Supervisor with a proven track record at LifeVantage and JetBlue. Excelled in relationship building and sales team training, increasing sales revenue and customer satisfaction. Skilled in staff management and client relationship management, achieving significant improvements in team performance and customer loyalty through strategic planning and continuous improvement.

Overview

39
39
years of professional experience

Work History

Sales Manager

LifeVantage
05.2021 - Current
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
  • Built relationships with customers and community to establish long-term business growth.
  • Implemented systems and procedures to increase sales.

Customer Support Supervisor

JetBlue
02.2009 - 09.2020
  • Enhanced team performance by conducting regular training sessions and offering constructive feedback.
  • Analyzed customer feedback to identify areas for improvement.
  • Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
  • Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
  • Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
  • Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
  • Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
  • Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
  • Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
  • Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
  • Empowered and motivated employees via regular feedback to team members.
  • Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
  • Reduced employee turnover by creating a positive work environment that encouraged growth and development.
  • Assisted team members in resolving customer satisfaction issues.
  • Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Data Entry Supervisor

National Financial Systems
06.1985 - 05.2008
  • Reduced data entry errors, ensuring thorough verification of entered information against source documents.
  • Oversaw timely completion of projects by setting clear objectives, monitoring progress, and addressing any roadblocks or personnel issues.
  • Improved data entry accuracy by implementing strict quality control measures and providing regular feedback to team members.
  • Provided daily supervision, feedback and oversight to direct reports.
  • Prioritized workload distribution among team members based on their strengths and skill sets for optimal efficiency.
  • Fostered a positive work culture by encouraging teamwork, celebrating successes, and providing opportunities for professional growth.
  • Conducted regular performance evaluations for continuous improvement, providing constructive feedback and personalized coaching when needed.

Education

No Degree - General Education

Ricks College, Rexburg Idaho

I completed 1 year at Ricks College.

No Degree - Psychology

Thomas Edison State University, OnLine

I was close to my associates degree with this online school through JetBlue Scholars focusing on Psychology until Covid and I left JetBlue with the OptOut package

Skills

  • Relationship building
  • Sales team training
  • Staff management
  • Goals and performance
  • Client relationship management
  • Positive and upbeat
  • Goal setting
  • Account management
  • Rapport and relationship building
  • Continuous improvements
  • Customer journey mapping
  • Promotional sales events

Timeline

Sales Manager - LifeVantage
05.2021 - Current
Customer Support Supervisor - JetBlue
02.2009 - 09.2020
Data Entry Supervisor - National Financial Systems
06.1985 - 05.2008
Ricks College - No Degree, General Education
Thomas Edison State University - No Degree, Psychology

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Kim Perkins