Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

Odell James

Atlanta,GA

Summary

Collaborative and results-oriented Customer Success Manager with a track record of exceeding targets and achieving organizational goals. Proven ability to develop and implement strategic sales plans, monitor sales pipelines, and provide top-notch technical support. Adept at analyzing reports and digital lead sources/agent performance to identify areas for improvement and develop ejective email and text campaign strategies. Well-versed in CRM, providing ongoing support to cross-functional teams to align strategies and achieve business goals.

Overview

4
4
years of professional experience

Work History

Customer Success Manager

DealerOn
Remote
04.2023 - Current
  • Manage various OEM accounts, including but not limited to GM, Ford, and Lincoln
  • Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers' websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met
  • Work with customers to analyze and review their digital performance in detail
  • Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
  • Ensure strategy and customer's KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
  • Understand the customers' business goals to anticipate future needs
  • Prioritize, triage, and communicate resolution on escalated customer issues and requests
  • Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
  • Assist business leads in driving customer retention and identifying business growth opportunities
  • Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met
  • Complete various tasks assigned by leadership such as OEM project tasks
  • Assist in updating and creating knowledge base articles for the team on a consistent basis.

Business Development Manager

Nissan
Lithia Springs, GA
10.2021 - 04.2023
  • Collaborated closely with the Department Manager and General Sales Manager (GSM) to develop and implement strategic sales plans to increase revenue
  • Proactively monitored the sales pipeline and identified areas for improvement through CRM (Eleads), while ensuring all internet leads are followed up with until the sales cycle is complete
  • Consistently exceeded sales targets by maintaining an average of 35 units sold per month, averaging a high conversion rate of 50% and exceeding all key performance indicators
  • Conducted in-depth data analysis of reports and digital lead sources/agent performance
  • Provided top-notch technical support by troubleshooting computers and documenting issues within CRM or website
  • Collaborated closely with cross-functional teams, including Business Development Representatives (BDRs), Marketing, and Product Development, to align strategies and achieve dealership goals
  • Assisted with strategy and ensured customer KPIs were communicated, understood, and implemented by cross-functional teams
  • Eectively managed all incoming and outgoing phone calls and emails while maintaining daily, weekly, and monthly sales forecasts
  • Scheduling sales appointments, analyzing lead response time and rescheduling no-show customers, tracking 110+ leads daily
  • Orchestrating non-conflicting schedules for agents
  • Successfully negotiated deals with customers on behalf of agents while training on how to close the deal
  • Assisting with the hiring process, assessing resumes to Interview potential job candidates and onboarding new hires
  • Developed eective email and text campaign strategies to improve the closing ratio
  • Demonstrated expert-level knowledge of dealership products and services while supplying buyers with appropriate dealership resources
  • Built and maintained strong relationships with customers by actively engaging with them, responding to inquiries and concerns, and proactively identifying opportunities to add value.

Account Manager

Nissan
Lithia Springs, GA
11.2020 - 10.2021
  • Answer all incoming phone calls according to script and provide tools to schedule an appointment
  • Able to multitask well (texting messages while finishing up call)
  • Contact customers making outbound calls, using scripts to schedule appointments
  • Confirm scheduled appointments and contact no-shows to reschedule
  • Make outbound calls to customers based on current marketing initiatives
  • Respond to Customer website requests
  • Assist with other duties, as assigned
  • Ability to meet or exceed monthly goals
  • Minimum 120 calls (inbound and outbound combined) per day
  • Demonstrate a professional, enthusiastic, and friendly attitude at the first point of contact with any potential client/customer
  • First-class verbal, written and communication skills including the ability to initiate dialogue with BDC Manager and communicate eectively and eciently
  • Organized, multi-tasked, self-motivated with the ability to work eectively as part of a team or on individually-assigned tasks in a fast-paced, dynamic environment where superior time-management and prioritization skills are essential and required.

Education

P&C License -

EXAM FX, Atlanta, GA
01.2022

High School Diploma -

City Academy, Saint Paul, MN
01-2009

Skills

  • Microsoft & Google Suite
  • CRM/Salesforce/AWS
  • SEO/SEM/SQL
  • Jira
  • HTML/CSS/Javascript
  • Training and mentoring
  • Sales management
  • Customer Service
  • Pipeline Development

Awards

  • Top BDC Producer
  • Top Sales Producer
  • Top Performer in Teller Line
  • Top Sales Associate

References

References available upon request.

Timeline

Customer Success Manager

DealerOn
04.2023 - Current

Business Development Manager

Nissan
10.2021 - 04.2023

Account Manager

Nissan
11.2020 - 10.2021

P&C License -

EXAM FX, Atlanta, GA

High School Diploma -

City Academy, Saint Paul, MN

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