Lori Towns
Cleveland,OH
Summary
Seasoned professional with 19 years of diverse experience in sales, business development, and customer service, seeking a Sales Executive role. Proven track record in relationship-building, sales training, and strategic account management, particularly in medical and financial sectors. Skilled in leading sales teams to exceed targets, adept at delivering persuasive presentations, and excelling in high-stakes negotiation.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Catastrophe Insurance Customer Service Representative
CMS PILOT CATASTROPHE MANAGEMENT SOLUTIONS
08.2014 - Current
- Address customer inquiries regarding insurance policies and coverage, ensuring clear communication and understanding of their options
- Offer accurate insurance quotes and detailed product information, maintaining a high standard of professionalism
- Serve as an intermediary among customers, contractors, inspectors, and agents to facilitate effective resolution of claims and loss assessments.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Managed approximately 30 + incoming calls daily, emails and faxes per day from customers
Customer Service Specialist 1
KeyBank
06.2021 - 02.2022
- Managed client financial transactions, including deposits and transfers, across phone, chat, and mobile platforms, consistently delivering personalized service to foster client satisfaction
- Enhanced company satisfaction ratings by 85% through dedicated and exceptional client service, demonstrating a commitment to customer experience
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Medical Territory Account Manager, Business Development Specialist
relink Medical LLC
10.2021 - 01.2022
- Established and nurtured strong professional networks within the healthcare sector through consistent marketing outreach, leading to sustained business development
- Conducted in-depth market research to identify and re-engage former clients, successfully expanding the client base and fostering continuous growth
- Coordinated with internal teams to align business strategies, ensuring collective efforts contributed effectively to organizational goals and client partnerships.
Senior Financial Advisor/Team Lead
SILVER LION SLA
08.2019 - 05.2021
- Developed and executed training programs for new sales trainees, enhancing their ability to capture market share for student loan products
- Conducted thorough monitoring and analysis of client accounts, providing regular forecast reports to inform business strategy
- Provided clients with comprehensive financial analyses and recommended tailored strategies for achieving their federal student loan objectives.
Medical Oxygen Device Sales Specialist
INOGEN
04.2018 - 05.2019
- Managed customer interactions by effectively presenting product features and benefits, ensuring a clear understanding of medical oxygen devices to enhance client decision-making
- Coordinated with team members to facilitate the transfer of secondary leads, while also handling order processing, payment transactions, and pricing approvals, contributing to a seamless sales operation.
Small Business Midwest Commercial Account Manager, B2B Call Center Account Rep/Mentor/Sales Trainer, Account Executive 1
AT&T
03.2003 - 03.2013
- Managed a dynamic sales team, expanding its size from 6 to 20 members, while providing leadership, establishing performance expectations, and fostering a motivating environment to achieve sales targets
- Attained a top-tier sales ranking, placing 6th among competitive regional teams, by driving performance and strategic sales initiatives
- Orchestrated the growth and retention of a complex client portfolio, implementing strategic account management initiatives to ensure revenue stability and expansion
- Reduced network solutions expenditures by 41% through effective negotiation of pricing and service fees, simultaneously maintaining and improving IT service quality and market reach.
Education
Associate of Arts, Business Administration -
Sawyer College
Cleveland Heights, OhioSkills
- Microsoft Office 365
- Outlook
- Excel
- PowerPoint
- Sales Force
- Sap
- Various CRM Databases
- Organization
- Complaint Handling
- Client Education
- Records Management
- Decision-Making
- Account Management
- Relationship Building
Certification
- Life/Health/Property & Casualty Insurance License, Pending, 2024
- Sales Certifications, Challenger Sales, Spin Selling, Sandler Training, 2018-19
- HubSpot/Inbound Sales Certification, SPIN SELLING, 2016
Timeline
Medical Territory Account Manager, Business Development Specialist
relink Medical LLC
10.2021 - 01.2022
Customer Service Specialist 1
KeyBank
06.2021 - 02.2022
Senior Financial Advisor/Team Lead
SILVER LION SLA
08.2019 - 05.2021
Medical Oxygen Device Sales Specialist
INOGEN
04.2018 - 05.2019
Catastrophe Insurance Customer Service Representative
CMS PILOT CATASTROPHE MANAGEMENT SOLUTIONS
08.2014 - Current
Small Business Midwest Commercial Account Manager, B2B Call Center Account Rep/Mentor/Sales Trainer, Account Executive 1
AT&T
03.2003 - 03.2013
- Life/Health/Property & Casualty Insurance License, Pending, 2024
- Sales Certifications, Challenger Sales, Spin Selling, Sandler Training, 2018-19
- HubSpot/Inbound Sales Certification, SPIN SELLING, 2016
Associate of Arts, Business Administration -
Sawyer College
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