Laurie Justus
Summary
Experienced professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving. Enhances customer experiences by understanding customer desires and providing customized solutions to build loyalty.
Committed to ensuring customer satisfaction, providing exceptional service, and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
27
27
years of professional experience
Work History
Area Sales Manager
Virginia Lottery
09.2010 - 12.2024
- Led a sales team of 7-9 lottery field sales representatives to meet and exceed individual sales and growth expectations given by lottery agency sales forecasters and the VA General Assembly.
- Prioritized time to allow for 90% of the work week to be spent in the field with team members, visiting retail locations and providing support and coaching to reps and retailer partners.
- Collaborated with other departments to launch new products and execute promotional campaigns effectively.
- Utilized available agency reports to pinpoint specific sales opportunities in each individual sales territory; then worked with the territory rep to develop and execute customized sales improvement plans for individual retailers.
- Created sales stories specific to the SWVA markets and presented to department heads during monthly area manager meetings at HQ or virtually.
- Scheduled, planned, created presentations, and facilitated monthly in person team meetings.
- Assisted sales reps in scheduling and prioritizing work weeks by providing weekly team notes and due date reminders.
- Provided consistent and timely performance based feedback to staff
- Ensured semi-annual and annual performance evaluations and IDPs were completed, discussed, and submitted to HR within specified time frames
- Managed area staffing needs quickly by ensuring vacancy rehire requests, application scoring, candidate interview notes, selection documentation, onboarding, and employee probationary performance evaluations followed agency and state documentation requirements
- Participated quarterly in agency provided classes that allowed opportunities for increased sales abilities, industry knowledge, professional skills, and competency improvements
- Provided virtual leadership and management to team members during Covid shut downs
- Handled performance issues to improvement or termination
Sales Representative, I & II
Virginia Lottery
01.2003 - 09.2010
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
Virginia Lottery Trainer
GOVA
09.2001 - 01.2003
- Scheduled and provided training for Virginia Lottery retailers on state lottery policies, procedures, accounting, and equipment training
Credit Counselor & Call Center Supervisor
Money Management Int
10.1997 - 07.2001
- Guided clients through the credit counseling process, obtaining income and expense information to create budgets and manage debt
- Negotiated with creditors to reduce interest rates, discontinue fees, and accept reasonable monthly payments on behalf of the organization's clients
- Maintained credit counseling certifications through the National Foundation for Credit Counselors
- Conducted phone monitoring and provided feedback and training to counselors for enhanced skills in phone etiquette or customer service
- Worked with outbound counselors to ensure calls were returned to clients or creditors within company time frame requirements
- Ensured company answer rates, sign up goals, and retention expectations were within established call center requirements
- Led weekly call center meetings with staff and co-managers
- Completed and provided feedback to counselors during semi and annual performance evaluation periods
Education
Associate of Applied Science - Business Management
Southside Virginia Community College
Keysville, VA05-1990
High School Diploma -
Prince Edward Academy/Fuqua School
Farmville, VA06-1988
Skills
- Customer service in call centers
- Clear verbal and written expression
- Effective complaint resolution
- Comprehensive documentation skills
- Cultivating relationships
- Customer engagement
- Collaborative decision-making
- Professional phone communication
Accomplishments
2007, 2011-Highest % to goal attainment (Sales rep)
2007, 2011-Area MVP (Sales Rep)
2015, 2020, 2021-Area Manager MVP (State award)
2020, 2021-Highest % to goal attainment (Area award)
Timeline
Area Sales Manager
Virginia Lottery
09.2010 - 12.2024
Sales Representative, I & II
Virginia Lottery
01.2003 - 09.2010
Virginia Lottery Trainer
GOVA
09.2001 - 01.2003
Credit Counselor & Call Center Supervisor
Money Management Int
10.1997 - 07.2001
Associate of Applied Science - Business Management
Southside Virginia Community College
High School Diploma -
Prince Edward Academy/Fuqua School
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