Paulina Henderson
Summary
Results-driven Inside Sales and Customer Experience professional with 7+ years of experience in high-volume call environments. Proven track record of exceeding sales goals, improving customer retention, and delivering first-call resolutions. Strong communicator with high emotional intelligence, skilled in building relationships, handling objections, and driving customer satisfaction.
Overview
4
4
years of professional experience
Work History
Inside Sales Representative
Alenco Inc.
Lenexa, KS
04.2024 - Current
- Collaborate with marketing team to optimize lead generation strategies and improve lead quality.
- Qualify inbound and outbound leads, identifying customer needs and recommending tailored solutions.
- Utilize CRM systems to track customer interactions, manage pipelines, and streamline follow-ups.
- Consistently meet or exceed sales targets and performance metrics.
NLS Contact Center Agent
Upper Lake Processing Services
Lenexa, KS
11.2023 - 03.2024
- Supported applicants throughout the onboarding process, assisting with applications and required documentation.
- Handled high-volume inbound calls while maintaining accuracy and professionalism.
- Consistently met sales and performance goals through effective lead qualification and relationship-building.
- Documented customer interactions and feedback to improve service quality and processes.
Residential Retention Supervisor
Spectrum
Overland Park, KS
04.2022 - 08.2023
- Led and coached a team of retention agents to improve performance and customer satistaction.
- Conducted regular performance evaluations, delivering actionable feedback and development plans.
- Monitored key metrics (retention rates, call quality, conversions) to drive team success.
- Resolved escalated customer issues, improving retention and brand loyalty.
Education
Journalism-Strategic Communications
The University of Kansas
Lawrence, KSUndergraduate
Graceland University
Lamoni, IAHigh School Diploma -
Blue Valley North
Overland Park, KS05.2012
Skills
- Customer Relationship Management (CRM)
- Sales & Lead Qualification
- Customer Retention & Upselling
- Call Center Operations
- Process Improvement
- Public Speaking & Communication
- Critical Thinking
- Relationship Building
Timeline
Inside Sales Representative
Alenco Inc.
04.2024 - Current
NLS Contact Center Agent
Upper Lake Processing Services
11.2023 - 03.2024
Residential Retention Supervisor
Spectrum
04.2022 - 08.2023
Journalism-Strategic Communications
The University of Kansas
Undergraduate
Graceland University
High School Diploma -
Blue Valley North