Laura Drummond
Ambridge,PA
Summary
Focused Sales Manager committed to motivating others and offering extensive knowledge penetrating new territories and promoting product lines. Highly effective mentor driven to assess individual and group performance to implement improvements and set goals. Determined individual with background in establishing and nurturing lucrative partnerships.
Overview
12
12
years of professional experience
Work History
L2- North American Inbound Sales Manger
Wayfair
06.2023 - 04.2024
- Managed a team of 15 agents and handled multiple help desk submissions per hour, showcasing focus, determination, and effective leadership
- Reviewed and monitored key performance indicators (KPIs) and implemented corrective actions based on KPI data
- Effectively monitored and implemented quality assurance measures to uphold high service standards and pinpoint areas for improvement
- Ensure the coordination and supervision of daily, weekly, and monthly activities of the team members
- Oversee day-to-day operations, encompassing scheduling, coaching, and time card adjustments.
- Spearheaded cross-functional initiatives to address business challenges, driving collaboration between departments for optimal results.
- Boosted sales performance by developing and implementing strategic plans for the North American region.
- Facilitated regular sales meetings to review progress against objectives as well as provide necessary coaching or guidance when needed.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Championed collaborative culture within the sales team by promoting open communication channels and fostering an environment of mutual support among peers.
- Implemented effective training programs for increased productivity levels.
LEAP - Leadership Excellence Achievement Program
Wayfair
08.2021 - 06.2023
- Successfully trained and rollout of new company wide system to 500 field agents and 40 managers
- Developing and delivering training original training materials on new hire sales and leadership development topics, as well as assisting lead trainers in a producer function
- Regular collaboration with leaders throughout field and corporate roles, offering timely and professional response to requests and excellent internal customer experience
- Partnered with Training & Talent to develop and facilitate training materials for specialized sales teams
- Reinforced Wayfair culture, mission and core values through highly involved virtual classroom facilitation and performance support
- Orchestrated and facilitated training for new hires
- Supported Lead Trainer.
- Assisted in developing mentorship program curriculum and resources, ensuring successful implementation and continuous improvement.
- Enhanced relationships by fostering open communication and providing personalized guidance.
- Developed individualized learning plans for new hires, resulting in improved performance and increased self confidence.
- Organized group activities that fostered teamwork, collaboration, and effective communication among participants.
- Provided regular feedback on new hire progress, motivating them to continue striving towards their goals.
Inbound B2C Sales Specialist
WAYFAIR
07.2020 - 08.2021
- Maintained consistent above-expectations in sales key performance indicators while handling over 40 inbound calls per day
- Answered customer questions, clarified product offerings
- Approached internal and external relationships with a positive, empathetic and solution-oriented demeanor
- Partnered with managers to deliver solutions and escalate global issues
- Served as Peer Mentor to newly hired team members to continue skill improvement and learning while transitioning into production.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Built and managed relationships with key clients and partners to drive growth.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
General Sales Manager
#1 Cochran Infiniti
11.2019 - 07.2020
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Ownership of aftermarket product sales
- Leveraged customer service satisfaction survey results to increase customer retention
- Collaborated with marketing teams to create targeted campaigns that resulted in increased brand awareness and market share.
- Developed a high-performing sales team through consistent coaching, training, and motivation techniques.
- Developed and implemented comprehensive salesperson training program.
Sales Manager
CarSense
03.2012 - 10.2019
- Managed a sales team of 13 consultants
- Oversaw the finance department which included aftermarket product sales and customer financing
- Team lead for updated customer and vehicle tracking software
- Orchestrated training for the sales and finance team
- Implementation of weekly 'Best Practices' training for phone sales, walk-in customers, and internet prospects
- Substitute Finance Manager - Submit loan applications.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Education
Studied Public Relations - Public Relations
The University of Tennessee - Martin
Martin, TN09.2000
General -
Butler High School
Butler, PA06.1999
Skills
- Team Leadership
- Time Management
- Complex Problem-Solving
- Verbal and written communication
- Sales team training
- Relationship Building
- Staff Management
- Goals and performance
- Leadership and team building
- Employee Motivation
- Training and coaching
- Staff Training
- New hire on-boarding
- New Employee Training
Timeline
L2- North American Inbound Sales Manger
Wayfair
06.2023 - 04.2024
LEAP - Leadership Excellence Achievement Program
Wayfair
08.2021 - 06.2023
Inbound B2C Sales Specialist
WAYFAIR
07.2020 - 08.2021
General Sales Manager
#1 Cochran Infiniti
11.2019 - 07.2020
Sales Manager
CarSense
03.2012 - 10.2019
Studied Public Relations - Public Relations
The University of Tennessee - Martin
General -
Butler High School