Reginald Christopher Burnam

• Create business plans, arrange financing and budgeting, review sales, and support customer service.
• Inform and communicate with new and exciting customers on products, promotions, and sales orders.
• Provided excellent customer service, which exceeded customers’ expectations.
• Analyze and use customer data to Improve sales and customer service.
• Developed marketing strategy that included Social Media presence (over 21k Instagram followers), Facebook presence, Web presence, and SEO for the current site.
• Connected and developed relationships with several high-profile influencers, such as Former NBA Champion John Salley, Oscar winner Monique, and Grammy award winner Philip Lawrence to name a few.
• Created and marketed a viable E-commerce product that is currently being sold B2B and B2B.
• Created coinciding merchandise design and sales.
• Coordinated, hosted, marketed, and provided food for several small to large events such as food popups, festivals, parties, and catered events.
• Developed email and social media campaigns to garner email and contact lists.
• Worked with several outside vendors to acquire products, merchandise, and materials.

• Sourcing new software sales opportunities through inbound leads, follow-up, and outbound communications (cold calls and emails)
• Maintain and expand a detailed, organized database of prospects within the assigned territory.
• Develops sales opportunities by researching and identifying potential accounts; soliciting new accounts; building rapport; providing technical information and explanations; preparing quotations.
• Work closely with Senior Leadership Team to achieve individual, team and departmental, and company goals
• Analyze sales trends and competition information and tailor unique sales approaches to ensure efficacy of contact
• Identifies and closes additional purchases of products and services by customers' communities
• Remains knowledgeable and up-to-date on changes and developments in B2B infrastructure and e-commerce industries.

• Created, maintained, and processed Quality Assurance and incentive programs for entire Customer Care
• Department
• Created, managed, and completed several comprehensive, vast, extensive projects
• Operated Salesforce on a daily basis, using its Reports,
• Dashboards, Case Queues and Content to manage and improve KPI’s
• Work closely with Senior Leadership Team to achieve team and departmental and company goals
• Achieved and maintained a Customer Satisfaction Score above 9.0 (out of 10), while still ensuring exceptional quality interactions
• Consistently worked with each team member on a weekly basis to create weekly action-plans, time management, goal setting, and product knowledge focus for the week
• Worked with internal clients to resolve escalated issues
• Developed full competency in several new and expanding software programs
• As escalations manager partnered across several product lines to resolve client’s issues.

• Trained, coached, evaluated and managed a team of 35 agents
• Worked with Leadership Team on ways to reduce
• Develop current and new strategies to assist in product referral process while working in conjunction with sales department.
• Focused on consistently improving Key Performance Indicators (KPI)
• Call calibration between clients and teammates to ensure quality assurance standards
• Collaborate with members of management and additional departments to maintain consistency throughout STOLI and SunTrust Banks
• Research and resolve clients' concerns, problems, or issues, which may be complex or long-standing that have been passed on by teammates
• Managed a team of remote and in center associates by using tools such as; live and recorded call monitoring, coaching sessions, and metrics.

• Responsible for soliciting and/or developing and maintaining profitable account relationships with business clients
• Provided financial advice on commercial loans and deposit needs in order to expand existing and prospective client relationships (consumer and business)
• Provided clients a broad range of financial products and solutions that include, but not limited to: credit, deposit products, treasury & payment solutions
• Advocate in securing suitable credit and cross selling products
• Responsible for developing and implementing business development programs that will help achieve business growth.

• Monitoring random calls to improve quality minimize errors and track operative performance
• Screen, evaluate, interview, and hire qualified employment prospects
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive programs
• Work closely with management to achieve team and departmental goals
• Consistently worked with each team member on a weekly basis to create weekly action-plans, time management, goal setting, and sales focus for the week.