Kristen Bratton
Long Beach,CA
Summary
Motivated individual, highly experienced in customer service and sales. Skilled in building customer relationships and understanding customer needs. Known for exemplary team-building and project oversight skills. Ability to obtain strong communication and interpersonal skills for providing superior customer service and delivering impressive results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Inside Sales Representative
OBAGI Medical
01.2023 - 03.2024
- Developed reoccurring outbound call plan with emphasis on increased revenue for 150-200 accounts
- Generated new leads from cold and existing contacts via Salesforce & Master Sales Report
- Sourced new prospects and qualified leads; 30-50 calls daily
- Maintained timely and accurate records for all accounts, reports, and all active or sample orders
- Partnered with field sales reps as well as, created rapport with established customers and new accounts to provide exceptional customer experience
- Guided, responded, and helped resolve any current or new account issues with regards to product information and sample requests; ordering and order status; account information; new account applications; product quality and medical complaints; credit requests; current and past promotions and events.
Business Development Representative
OBAGI Medical
01.2022 - 01.2023
- Networked among small business and corporate organizations to develop leads and generate business
- Developed business pipeline using cold and warm techniques
- Checked in with accounts quarterly via Zoom/Microsoft Teams and phone communication
- Lead detailed Zoom training sessions to promote mastery of all existing Obagi products, features, and benefits
- Collaborated with Strategic Channel Leadership and Marketing to develop and implement creative plans to drive 15-20% growth and product promotions
- Guided accounts to resolve any current or new account issues received via all communication channels regarding product information, sample requests; ordering and order status; account information; product quality and promotions.
Customer Service Representative
OBAGI Medical
02.2021 - 01.2022
- Processed orders for internal and external customers via Oracle and diligently managed any returns; issued refunds/replacements as needed
- Documented quality complaints and tracked return exception requests
- Organized and filed all sample request documents and maintain accuracy for future audits
- Responded and resolved all inbound inquiries regarding product information and availability, product quality, complaints, purchase options, and online sales policies
- Collaborated with various departments to ensure all requests and complaints were handled appropriately
- Managed quarterly product sample allotments for Obagi sales reps
- Provided accurate product shipment details and relevant tracking information
- Assisted external vendors with inquires, issues, and order tracking specifically with 'Premier Points Loyalty' program
- Coordinated weekly updates with sales operations.
Hotel Group Reservations Coordinator
Terranea Resort
09.2015 - 03.2020
- Managed hotel group rooms reservations and inventory through effective administration and attention to detail to maximize room revenue
- Oversaw meeting planner compliance to reservations due dates, contract adherence as well as input of group rooming lists within 24 hours of receipt
- Handled special details, such as rates, room blocking, billing, and VIP guests
- Communicated to all appropriate departments regarding in house reservations once group checked in
- Supplied information on all groups booked by Sales Department to reservations enabling agents to properly give information and take reservations
- Participated in weekly group pick up meetings as well as attended group pre-convention meetings to ensure accuracy
- Used personal judgment and specialized knowledge to give information to people
- Communicated well with many different kinds of people.
Reservations Sales Agent
Terranea Resort
04.2012 - 09.2015
- Managed 50-70 incoming calls daily and answered in less than three rings in professional demeanor
- Adhered to AAA Diamond Standards & Aspire Reservations Sales Program to convert callers to booking and generate highest revenue possible by offering other resort amenity packages
- Processed internal reservation requests, call backs, e-mails and faxes
- Input reservations and revisions from direct phone bookings, as well as third party sites into Opera property management system in timely manner
- Provided notes and comments regarding guest stays in property management system, noting special needs and requests to ensure smooth registration upon arrival at front desk and future stays
- Ensured proper booking information was recorded for each reservation
- Conducted pre-arrival calls and assisted guests with any pre-arrival requests
- Collected and processed deposits and final payments for confirmed bookings
- Resolved guest complaints and requests related to room and billing issues upon departure.
Education
High School Diploma -
Santa Monica High School
Santa Monica, CA06.2005
Skills
- Salesforce/Tableau CRM
- Database Management
- Excel Proficient
- Account Management
- Inside/B2B/Strategic Sales
- Business Development
- OPERA Software
- Oracle
- Multi-line phone systems
Accomplishments
· Awarded “Million Dollar Sales Club” Q2 2015
· Awarded Employee of the Quarter 2018
· Nominated Employee of the Quarter 2019, 2020
· Created 2018-2019 SOP Manuals for Group Reservations
Certification
Driver's License
Timeline
Inside Sales Representative
OBAGI Medical
01.2023 - 03.2024
Business Development Representative
OBAGI Medical
01.2022 - 01.2023
Customer Service Representative
OBAGI Medical
02.2021 - 01.2022
Hotel Group Reservations Coordinator
Terranea Resort
09.2015 - 03.2020
Reservations Sales Agent
Terranea Resort
04.2012 - 09.2015
High School Diploma -
Santa Monica High School
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