Kullen Massey

• Company Overview: Global provider of compliance-based solutions, with $2.7B in annual revenue
• Work with cross functional team members including transportation, billing, collections, sales, and customer experience departments to assist in providing satisfactory solutions from the customer perspective to retain business
• Utilize proactive listening and scrubbing to uncover client’s existing service issues and needs, explain contract or account limitations if any (i.e., liquidated damages), provide alternatives for consideration (fewer pick-ups, alternative pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue
• Quickly assimilated and utilized concurrently running platforms to maintain an elevated level of service during company systems / CRM transition
• Responsible for the supplemental training of new hires on customer contact procedure, system notation and KPI expectations
• (30 outbound calls per day)
• Proactively contact customers who have been identified as 'at risk' for cancelling services using approved sales tactics and strategies to retain potential lost business and minimize churn
• Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies
• Global provider of compliance-based solutions, with $2.7B in annual revenue

• Company Overview: Industry leader in electronic signature technology, with $2.5B in annual revenue
• Supported 4 Account Executives by generating qualified opportunities through sourced leads via Zoominfo Linkedin (exceeded goal of two meetings scheduled per day avg from Sept through Dec)
• Average of 70 calls made per day (50 required) and 300 automated and manual outreach emails led to MQL to SQL conversion rate of 21%
• Reached sales quota in 1st month and every month thereafter for at a steady pace (1750 inputs, 1301 engagement, 50 meetings)
• Increased my team’s territory sales by 18% in November 2022, 8% higher than November of the previous year
• Collaborated with the sales team members to penetrate targeted accounts with innovative and strategic approaches based on territory or personnel changes, for example, as well as utilizing press releases and other available public information
• Created diverse and engaging sales campaigns utilizing Outreach and ZoomInfo data, including email/call sequences to profound effect that were constantly refined and adapted to reflect changes in the target companies’ structure and/or personnel
• Built dozens of strong and lasting professional relationships across the Sales and Marketing Departments
• Industry leader in electronic signature technology, with $2.5B in annual revenue

• Pooled internal resources cross-functionally including transportation, billing, collections, sales, and customer experience departments to assist in providing satisfactory solutions from the customer perspective to retain business and drive growth
• Analyze portfolios, identified customers that require placement with third party collections, bankruptcy processes submitted credits and rebills
• Placed customers with external agency only after all internal efforts were exhausted
• Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies
• Deployed SAP, Steriworks and other technology-based tools for follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking
• Kept comprehensive and accurate notes in the system
• Transcribed and maintained team meeting notes in the archive for future team reference and filled in absent coworkers on the previous day(s) missed content

• Company Overview: Branded promotional products and online company store portal provider, with $75M in annual revenue
• Rendered positive proactive service and support to customers ensuring their needs are fully met beyond expectations
• (Average customer satisfaction score of 4.5 out of 5)
• Processed and managed orders from start to completion while maintaining meticulous order notes to ensure customer needs and concerns are addressed quickly with a 96% accuracy score
• (90% required)
• Maintained vendor relationships through phone and email check-ins, notice of promotions
• Minimized order-to-invoice cycle time and accuracy through mindfulness and company-given autonomy
• Managed client and vendor invoice discrepancies and exceptions
• Identified and took ownership of potential issues and mitigated accordingly to minimize and/or alleviate customer impact
• Oversaw web store inventory including replenishments, reporting turns, stock levels, identification of slow selling items and items with no sales and quality
• Enhanced product and account knowledge through customer interactions
• Tracked job requests and orders, timing, and success rate of all requests – communicated results back to account teams, managers, and customers
• Branded promotional products and online company store portal provider, with $75M in annual revenue

• Company Overview: Wholesaler of flower bulbs, perennials, and related garden products, $4M in annual revenue
• Sourced new sales opportunities through inbound lead follow-up and outbound cold calls (70-80 per day avg) and emails (220+ autodials per day) using Google, company provided leads via lead agencies, home improvement trade shows, trade show guest lists etc
• Top rep in internal sales, averaging over $20,000 monthly in bulb sales
• Established, developed, and maintained positive and diverse customer relationships, from small flower clubs to county recreation managers
• Identified customer needs and growth requirements to offer effective products and shipment schedules
• (i.e., avoid shipping during extreme weather periods or special packaging requests)
• Managed the expectations of clients when disruptions occurred during the delivery process or with crop failures, resolving situations quickly and equitably
• Maintain and expand my database of prospects within my assigned territory with both positive word of mouth and using creative and unconventional lead sourcing methods
• Wholesaler of flower bulbs, perennials, and related garden products, $4M in annual revenue

• Company Overview: Provider of home warranty coverage services, with $63.9M in annual revenue
• Excelled in environment of consistently changing product lines, promotional campaigns, as well as pilot programs such as home energy, connected home products
• Assisted customers in managing existing and new claims as well as setting the right expectations on the scope and features of coverage
• Collaborated with call center managers and leads to streamline and energize scripting and sales techniques
• Top rep for Upsells in May, June, and July 2016
• Consistent top performer in add-ons, upsells, quality assurance and customer satisfaction scores
• (Customer phone survey satisfaction score of 10/10 on over 94% of calls)
• Sustained exceedingly high rate of new HWA client acquisition and retention, reaching President’s Club in Dec 2015
• Provider of home warranty coverage services, with $63.9M in annual revenue

• Company Overview: A leading mortgage subservicing company, with over $500M in annual revenue
• Developed and implemented call center-wide initiatives to improve overall customer service satisfaction while also reducing average call handling times
• Prevented the levying of thousands of dollars in potential fines in responding to escalated customer and consumer regulatory agency inquiries/complaints, including the CFPB, BBB, Attorney General’s Office and other state agencies and officials in timely ‘one response solution’ time limits
• Team lead and coaching specialist of company's top client, USAA
• A leading mortgage subservicing company, with over $500M in annual revenue

Regularly selected for shifts with assignment as Shift Lead under supervision, highlighting reliability and strong leadership.

Implemented strategies to streamline co-pack department processes, leading to marked improvements in output velocity.

Streamlined operations by strategically relocating pallet and divider stacks closer to production areas, improving workflow and reducing congestion.

Introduced a dual loading/flow lane system, further enhancing efficiency and output.

Guided small teams to exceed the achievements of larger counterparts, highlighting exceptional team leadership and motivation skills.

• Company Overview: A financial advisory firm, with $3M in annual sales
• Top performer in contacting ‘Top List’ shareholders to solicit their support for majority shareholder initiatives
• Facilitated training/coaching of new call center agents, with a focus on ‘soft skill’ refinement
• Refined and further developed non-consumer sales related persuasion techniques
• Fielded call from top shareholders’ spouse and impressed enough for her to request commendation for the resolution I provided her
• A financial advisory firm, with $3M in annual sales