Rebecca Roberts
Telephone Sales And Customer Service
SARASOTA,FL
Summary
Experienced Telephone Sales Professional with over 15 years of experience in telephone sales, customer service, and insurance sales. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work History
Realtor
Brista Realty
Sarasota, FL
04.2022 - Current
- Developed strong knowledge of local market conditions, allowing for accurate pricing strategies and targeted marketing efforts.
- Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
- Delivered exceptional customer service by addressing client concerns promptly and professionally throughout the entire transaction process.
Voice Over Educator / Business Mentor
Atlantis Audio Productions
01.2017 - 02.2022
- Increased educational expertise and knowledge of Voice Over business and acting skills by participating in instructor-oriented workshops.
- Instructed Voice Over students in various software options for recording and producing work to include principles, concepts and in-depth subject matter. Adobe Creative Suite, ProTools, Audition, Izotope.
- Instructed Voice Over students in use and implementation of various software and web-based platforms to promote their business and create demand for their work.
- Chose materials and developed lesson plans to enhance skills for individual students.
- Designed detailed learning plans for struggling students based on test, homework and assignment records. These included cold-reads, verbatim timed reads, post production skill tests, and home-studio settings/requirements
Owner and Audiobook Narrator/Producer
ATLANTIS AUDIO PRODUCTIONS
01.2010 - 01.2018
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across entire Audio Book casting, production, and distribution process.
- Managed and coached roster of 20+ narrator.
- Produced, narrated, and distributed for retail sales, 200+ full length audiobooks.
Financial Sales - Manager
PRECOA, INC
01.2010 - 01.2016
- For new Business Partner procurement and integration.
- Market research to determine underserved communities.
- Use of Sales Force, income data tables, and evaluation of market penetration and current sales composition of target funeral homes to increase pre-need sales by 120% over the first year
- 1-3 month sales cycle.
- Make recommendations for tailored solutions to any issues raised by funeral home owner, or observed by myself.
- Frequent and thorough reporting to my regional director.
- Developing marketing partnerships with churches, retirement community directors, local VA and Medicare Housing facilitators.
Lead Financial Sales Associate
PRECOA, INC
01.2010 - 01.2016
- Final Expense insurance products, Cemetery Property, Private Mausoleum design and sales.
- 2015 Metrics: Monthly overall sales quota-$40K Achieved average monthly sales of $64.5K Annual sales of $774K Honors: Attended incentive trip for top 10% nation-wide 3 years in a row.
- Lead procurement through data mining of old records, family history, survey responses, cold calling and walk-ins.
- 4-8 month long sales cycles for cemetery property and mausoleum sales.
- Average sale for property 3k-15K.
- Average sale for Mausoleum $25-100k 1-4 in home sales called required for every Final Expense Sale.
- Average sale $6-15K Coordinate and execute community marketing events and mailers.
Regional Financial Sales Professional
SCI, INC
01.2003 - 01.2010
- Final Expense insurance products, Cemetery Property, Private Mausoleum design and sales.
- 2009 Metrics Monthly overall sales quota-$32K Achieved average monthly sales of $71K Annual sales of $852K Presidents Club Honor Lead procurement through data mining of old records, family history, survey responses, cold calling and walk-ins.
- 4-8 month long sales cycles for cemetery property and mausoleum sales.
- Average sale for property 3k- 15K.
- Average sale for Mausoleum $25-100k 1-4 in home sales called required for every Final Expense Sale.
- Average sale $6-15K Coordinate and execute community marketing events and mailers.
Call Center Manager
Talk.com
Palm Harbor, FL
05.1996 - 07.2002
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
Education
Bachelors of Science - Finance
University of South Florida
Tampa, FL 06.2012 - 07.2016
Skills
Relationship building
CRM Software
Objection handling
Goal-Oriented
Computer Skills
Persuasive Speaking
Adaptability and Dependability
Negotiation and Persuasion
Email and Telephone Etiquette
Customer Service
Call Documentation
Outbound and inbound calls
Sales proficiency
Upselling and Cross Selling
Attention to Detail
Scripted calls
Prospecting skills
Timeline
Realtor
Brista Realty
04.2022 - Current
Voice Over Educator / Business Mentor
Atlantis Audio Productions
01.2017 - 02.2022
Bachelors of Science - Finance
University of South Florida
06.2012 - 07.2016
Owner and Audiobook Narrator/Producer
ATLANTIS AUDIO PRODUCTIONS
01.2010 - 01.2018
Financial Sales - Manager
PRECOA, INC
01.2010 - 01.2016
Lead Financial Sales Associate
PRECOA, INC
01.2010 - 01.2016
Regional Financial Sales Professional
SCI, INC
01.2003 - 01.2010
Call Center Manager
Talk.com
05.1996 - 07.2002