Lena Jenkins
Spring Lake,NC
Summary
Results-driven Business Development Specialist with a focus on client acquisition, relationship management, and strategic analysis. Proven track record in enhancing client engagement strategies and driving sales opportunities.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Innovative professional with a strong background in business development and customer service. Known for enhancing client engagement and driving sales growth through strategic market analysis and teamwork.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Development Specialist
Rick Hendrick Toyota
Fayetteville, NC
05.2024 - 06.2025
- Developed and maintained relationships with potential clients to drive sales opportunities.
- Analyzed market data to uncover trends, supporting informed strategic business decision-making.
- Collaborated with sales team to enhance product knowledge and improve client engagement strategies.
- Assisted in preparing proposals and presentations tailored to client needs and preferences.
- Implemented feedback mechanisms to gather insights from clients for continuous improvement initiatives.
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Coordinated promotional events to increase brand awareness and attract new customers.
- Utilized CRM software to track leads, manage customer interactions, and analyze sales data.
Contact Center Team Leader
Fort Bragg Federal Credit Union
Fort Bragg, NC
06.2021 - 05.2024
- Led team to enhance customer satisfaction through effective communication and conflict resolution strategies.
- Trained and mentored new team members on procedures and best practices for service excellence.
- Implemented process improvements that streamlined workflow and increased operational efficiency.
- Analyzed call metrics to identify trends and develop targeted coaching for team performance enhancement.
- Coordinated scheduling and workload distribution to ensure optimal coverage during peak hours.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Spearheaded initiatives aimed at improving process efficiencies, resulting in reduced costs while maintaining high-quality service standards.
- Resolved escalated customer complaints swiftly, demonstrating empathy towards customers' concerns while finding mutually agreeable solutions.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Monitored call volume trends to anticipate peak periods, proactively adjusting staffing schedules to ensure optimal coverage and minimal customer wait times.
- Developed training materials to support ongoing staff development and improve service delivery standards.
Customer Service Representative
Public Works Commission
Fayetteville, NC
05.2019 - 09.2019
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Managed customer inquiries via phone, email, and in-person interactions to ensure satisfaction.
- Resolved billing issues by collaborating with the finance team to verify account details and payments.
- Documented service requests and resolutions in the CRM system to maintain accurate records.
- Maintained up-to-date knowledge of services and policies to provide accurate information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinated with various departments to address complex service issues impacting customers' experience.
- Documented service requests and resolutions in CRM system to maintain accurate records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Health Administration
Fayetteville Technical Community College
Fayetteville, NC12-2027
Skills
- Client relationship management
- Business analysis
- Social media marketing
- Client acquisition
- Account reconciliation
- Interdepartmental collaboration
- Client onboarding
- Contract negotiation and closing tactics
- Stock management
- Opening and closing procedures
- Processing payments
- Teamwork and collaboration
Certification
Effective Teaching Training for Substitutes and Teacher Assistants
Timeline
Business Development Specialist
Rick Hendrick Toyota
05.2024 - 06.2025
Contact Center Team Leader
Fort Bragg Federal Credit Union
06.2021 - 05.2024
Customer Service Representative
Public Works Commission
05.2019 - 09.2019
Health Administration
Fayetteville Technical Community College