OLIVIA PERKINS

• Strengthened client engagement and education by skillfully connecting with homeowners, imparting knowledge on home equity investment products while exhibiting deep empathy and comprehension of unique needs.
• Process management: skilled in guiding homeowners through investment process, serving as dedicated point of contact to ensure seamless experience from application to closing.
• Facilitated effective collaboration with internal teams, comprising processors and underwriters, to streamline operations and improve efficiency.
• Exhibit outstanding communication proficiency providing homeowners with prompt and informative updates via multiple channels, maintaining clarity and satisfaction during investment process.
• product expertise: extensive understanding of home equity investment products adept at positioning solutions in market and confidently addressing homeowner inquiries.
• Leverage Salesforce to effectively document and organize sales activities, facilitating reliable tracking and reporting of pipeline developments.
• Demonstrate adaptability and learning agility by swiftly mastering proprietary tools and systems to maintain application relevance and enhance communication between homeowners and internal teams.

Applied 3+ years of sales experience to thrive in a closing position focused on converting leads into profitable home equity investments.

Displayed technical capability by mastering CRM systems, notably Salesforce, to streamline management and tracking of sales activities.

Skillfully aligned personal sales objectives with team collaboration enhancing overall team performance.

Rapidly acclimated to dynamic environment, adeptly managing evolving priorities and processes to ensure optimal performance standards.

• Built and maintained a strong rapport with new and returning customers by applying a “client first” focused approach.
• Collaborated with Team Manager to assist in training new Account Executives added to the team.
• Organized, updated, and maintained all client information and sales activities through CRM software program.
• Corresponded with all cooperating departments involved in the transaction process by providing information and support needed via conference calls, e-mails, and sales reports.
• Handled a consistently high volume of incoming customer service calls, as well as completed 100+ outbound service calls, while managing a personal book of active client profiles daily.
• Attained and sustained top performance spot within Account Executive department rankings by funding approximately 500 transactions resulting in about $2.5M in profit.

• Supervised the Business Group Sales Team of the American Red Cross partnership with TTEC Holdings, Inc.
• Monitored and addressed Abandoned Call Rates comparative to the goal.
• Ensured that the Average Handle Time does not dip below the acceptable, or above the necessary.
• Managed the team attrition rates, hand in hand with schedule adherence.
• Communicated deadlines, and upcoming company changes to the team effectively, and in a way that produces measurable results in completion.
• About the project: During Fiscal Year 2019, oversaw 18 agents in meeting their billed revenue goals for the project. Completed responsibilities of the role, including carrying out regular coaching sessions for both remote agents, and those on site. I performed listening activities to their calls to ensure quality control and provided suggestions of verbiage and process behaviors to help streamline their success. A portion of my duties included meeting client deliverable dates, and meeting expectations of metrics including but not limited to conversion rates, billed revenue monthly, and quota attainment for the annual goal. During the first full fiscal year in this project, I was able to coach my team to exceed the revenue goal of $6,665,000 two months prior to the end of the FY.

• Promoted from part-time sales associate to management across two store locations.
• Created high levels of customer satisfaction through delivering excellent service.
• Knowledge of the products and best uses of the different styles, allowing me to recommend them to customers.
• Implemented strategies asked by corporate that would ensure the best customer experience.
• Completed store administration including but not limited to making sure all policies and procedures are followed.
• Dealt with issues that arise -customer complaints, product recalls, etc.