Summary
Skills
Work History
Accomplishments
Software
Education
Work Preference
Languages
Generic
Kristen West

Kristen West

Sales, Marketing, Training, Customer Experience
VA

Summary

Dynamic and results-driven Sales Executive with 20+ years of experience delivering high-level customer service while driving revenue growth. Proven ability to navigate ambiguity, manage multiple priorities under pressure, and lead cross-functional teams. Expertise in customer experience, sales training, and leadership across civilian, federal government, and U.S. military sectors, including home construction, automotive, hospitality, and mobility industries. Skilled in leveraging sales technologies, CRM data, and market insights to optimize sales strategies and maximize opportunities. Recognized for 11 years of success in new home construction, coaching, and mentoring teams to exceed performance targets.

Skills

  • In-depth Market Insights & Analysis
  • Advanced Customer Experience Solutions
  • Emotional Intelligence Expertise
  • Strategic Account Development & Management
  • Proficiency in Multiple Software Applications/Platforms
  • Exceptional Communication & Presentation Skills

Work History

Senior Sales & Marketing Rep.

RYAN HOMES/NVR, INC.
04.2014 - Current
  • Special Project Assignments – ANW-Sales, Marketing & training new reps; RHR & RHN – Launch Assistance & Evaluation
  • Drive exceptional customer experience through proactive communication, follow-up, and post-closing engagement.
  • Serve on Divisional, Regional, and Corporate CX Teams to enhance customer journey strategies.
  • Conduct quarterly customer experience interviews to analyze feedback and refine the customer journey map.
  • Utilize market analysis to implement effective sales and marketing strategies, increasing profitability.
  • Train and mentor new hires on corporate sales and customer experience best practices.
  • Consistently exceed sales targets using 4:2 and Customer-Centric Sales methodologies.

Area Sales Manager

HERSHA HOSPITALITY/MARRIOTT
06.2012 - 04.2014
  • Led a high-performing sales team, surpassing revenue goals and driving business growth.
  • Developed sales forecasts and established strategies to meet key performance metrics.
  • Analyzed customer trends, market conditions, and competitor activities to adjust sales strategies.
  • Built strong vendor partnerships to leverage emerging and sustainable sales opportunities.
  • Designed market expansion strategies based on competitive research and industry analysis.
  • Managed client accounts, overseeing solicitation, contract negotiation, and service coordination.

Lead Security Supervisor

Department of Homeland Security
11.2001 - 03.2006
  • Supervised TSA screening operations, ensuring compliance with federal security regulations.
  • Led and trained screening teams in security procedures, threat detection, and customer service.
  • Coordinated with law enforcement and airport authorities to enhance security protocols.
  • Conducted performance evaluations, coaching, and corrective action plans for personnel.
  • Assisted in crisis management and emergency response planning for airport security incidents.
  • Maintained compliance reports, audits, and incident documentation for DHS leadership.

Accomplishments

  • Bill Tiefel Award - for Achievement, Character, Dedication, Effort, & Perseverance (Marriott)
  • President's Club 2015- Present
  • 2024, 2015 NVRMortgage MVP
  • 2021, 2022 & 2023 Division Community CX Team Award
  • 2018 NVRSS Key Capture Award
  • 2017 Regional Overall MVP Award
  • Quarterly Division Awards - 2014-Present: Outstanding Sales Performance, Outstanding Performance in Customer Service & Community CX Team

Software

Microsoft Office Suite - Word, Excel, Outlook, PowerPoint, Lists, Forms

Presentations/Marketing - Canva, MS Sway, MS Designer

Video/Recording/ - Adobe Premier Pro, & Elements, MS Clipchamp, MS Stream

Email Marketing - BombBomb, MailChimp

Workspace/Project Management - Jira, Kanban, Miro

Conferencing/Interactive Meetings - Zoom, MS Teams, Discord, GoogleMeet

Learning Management Systems(LMS) - Moodle, Weebly, Captivate

Collaboration Platform - MS SharePoint, MS Teams

Google Docs/Workspace

Education

Ed.S. - Instructional Technology

Coastal Carolina University
2026

Master of Science - Customer Experience Management

Michigan State University

Graduate Certificate - Certificate of Online Training & Teaching

Coastal Carolina University

Graduate Certificate - Mastering Design Thinking

Massachusetts Institute of Technology (MIT)

Certificate - Agile With Atlassian Jira

Atlassian University

Bachelor of Science - Management Information Systems

East Coast Polytechnic Institute

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home option401k matchStock Options / Equity / Profit Sharing

Languages

English
Native or Bilingual
German
Elementary

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Kristen WestSales, Marketing, Training, Customer Experience