LAUREN D. SUTHERLAND
Kingsport,TN
Summary
Seeking a position to utilize my skills and abilities in the Customer Service Industry that offers professional growth while being resourceful, innovative, and flexible.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Agent
SelectQuote
02.2025 - Current
- Streamlined policy renewal processes for improved efficiency and client retention rates.
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Increased client satisfaction by providing personalized insurance consultations and recommendations.
- Proactively sought referral opportunities from satisfied customers which led to an increase in new business acquisition.
- Conducted regular follow-ups with prospective clients, nurturing leads and converting them into loyal customers.
- Remote Position (Working from home)
Sales Development Advisor
SelectQuote
07.2023 - Current
- Provided exceptional customer service, addressing concerns promptly and ensuring a positive experience for all clients.
- Established a strong online presence through professional networking platforms such as LinkedIn, expanding industry connections and generating new leads in the process.
- Conducted in-depth market research to identify potential clients and develop targeted sales strategies for each segment.
- Increased sales leads by implementing targeted outreach strategies and customized marketing materials.
- Remote Position (Work from home)
SALES PROFESSIONAL/PRODUCT SPECIALIST/CUSTOMER RELATIONS MANAGER
Johnson City Acura Mazda
05.2021 - 05.2023
- Reviewed customer needs and allocated assets to engage with customers and meet current requirements.
- Used CRM system to track client activity, produce reports and manage pipeline.
- Monitored customer financial performance and industry trends to determine credit exposure risks and pricing requirements.
- Leveraged centers of influence to identify and develop profitable new client relationships.
- Managed data entry to keep track of sales in reference to the source of profit.
- Automotive Sales
INTERNET SALES MANAGER
Grindstaff Kia
02.2020 - 04.2021
- Generate quotes for clients and help close sales with strong communication and consultative abilities
- Track sold vehicles and identify trends to improve sales strategies.
- Answer incoming sales appointment calls using prepared scripts to effectively manage expectations and convert leads
- Schedule 50+ appointments per month and consistently meet quota in sales
- Follow up with submitted inquiries within 10 minutes during business hours and also made sure inquiries were answered as soon as possible outside of business hours
- Build strong rapport with clients to build a base of referrals to establish customer network
- Other duties determined by management
- Confirmed appointments
- Test drives, vehicle walk-around, and close deals
- Work directly with employees and clients to develop relationships and help bridge disconnects in the sales process via online
- Experience in CRM and other systems
- Professional appearance and work ethic
- Use other platforms for networking with dealership
SALES PROFESSIONAL
Kay Jewelers
04.2019 - 02.2020
- Opening and closing store.
- Responsible for delivering and making deposits/change orders for store.
- Consistently met sales quotas month to month
- Working with team to meet segments/quotas in a timely manner.
- Focusing on sales and the customer sales experience.
- Coaching associates, making sure visual standards are correct at all times.
- Also responsible for merchandising, and filing all other paperwork for the store.
- Answered customer questions about product availability and shipment times.
- Engaged customers and built connections to drive long-term sales.
- Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale.
- Generated sales leads by networking on all available platforms.
- Cold called prospective customers.
CUSTOMER SERVICE REPRESENTATIVE
Citibank
03.2016 - 04.2019
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Monitors and resolved customer issues in timely manner.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
- Answered incoming calls and assisted customers with questions.
- Worked in multiple systems at once to assist customer
CUSTOMER CARE REPRESENTATIVE
Sprint
10.2014 - 02.2016
- Responded to customer questions and complaints and documented consumer communications.
- Processed customers' product orders in collaboration with third-party fulfillment vendor.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Consistently met identified team and client performance metrics, goals, and deadlines.
- Responded to questions and followed up on customer interactions.
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues, and boosting customer loyalty.
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
- Provided customers with product and service information.
- Updated accounts with customers' current personal and purchasing information.
- Engaged with customers to understand and resolve issues and answer product questions.
SALES PROFESSIONAL
Bill Gatton Acura Mazda
01.2012 - 04.2013
- Entered, updated, and maintained daily activity and prospect information.
- Sold both new and used vehicles
- Built rapport with customers to create long term sales and relationships
- Test drives, vehicle walk-around, and closed deals
- Sold 10+ cars a month
- Cold called prospective customers.
- Thorough knowledge of vehicles selling
Education
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Sullivan North High School
Kingsport, TN05.2007
Skills
- Sales
- Lead prospecting
- Social media marketing
- Customer relations
- Motivation
- Creative thinking
- Team building and leadership
Certification
- Licensed Health/Accident Sales Agent - 02/2025-current
Timeline
Licensed Insurance Sales Agent
SelectQuote
02.2025 - Current
Sales Development Advisor
SelectQuote
07.2023 - Current
SALES PROFESSIONAL/PRODUCT SPECIALIST/CUSTOMER RELATIONS MANAGER
Johnson City Acura Mazda
05.2021 - 05.2023
INTERNET SALES MANAGER
Grindstaff Kia
02.2020 - 04.2021
SALES PROFESSIONAL
Kay Jewelers
04.2019 - 02.2020
CUSTOMER SERVICE REPRESENTATIVE
Citibank
03.2016 - 04.2019
CUSTOMER CARE REPRESENTATIVE
Sprint
10.2014 - 02.2016
SALES PROFESSIONAL
Bill Gatton Acura Mazda
01.2012 - 04.2013
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Sullivan North High School
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