Laureine Lilavois

Sales Development Responsibilities:

• Qualified and passed inbound leads to AEs; optimized the pre-sales lifecycle with smart routing and high-quality handoffs.
• Handled 50+ live chat inquiries daily, maintaining a 90%+ first-contact resolution rate.
• Created weekly reports analyzing over 2,500 interactions to optimize outreach and improve message targeting.
• Maintained CRM integrity across Salesforce, Outreach, and ZoomInfo.
• Trained new SDRs through structured onboarding and custom-built playbooks.

Account Management and Marketing Responsibilities:

• Executed campaign support and client-facing deliverables across six or more accounts.
• Provided weekly reports analyzing campaign KPIs, boosting client satisfaction, and retention.
• Acted as the point of contact for client inquiries, improving communication turnaround, and client trust.
• Partnered with internal teams to align marketing projects with client goals.

• Resolved 100+ daily inquiries on billing, policies, and renewals with clear, empathetic communication.
• Proactively guided customers to better policy options, improving retention.
• Reduced escalations by 15% through issue de-escalation and transparent resolution practices.
• Ensured Salesforce records were up to date for seamless service continuity.