Samantha Odom

SALES

• Consistently exceeded personal monthly quotas by as much as 50%.
• Won "Salesperson of the Quarter" for opening most new accounts on multiple occasions.
• Earned reputation as key player in branch sales team that always won quarterly company sales awards.
• Built a loyal customer base by using a consultative sales approach.

CUSTOMER SERVICE

• Provided friendly advice to a diverse clientele, promoting Saxon Mortgages customer-oriented image.
• Helped customers and merchants identify services / products that best suited their needs.
• Educated customers on how to fill out forms and how to use banking services.
• Processed mortgage payments effectively.
• Managed escalated phone calls.
• Helped customers find a solution for their delinquencies to bring accounts current.
• Oversaw up to 25 team members.

• Customer Service
• Collections Team Lead
• Data Entry/Accuracy
• Administrative Support

Strategie Negotiation

• Team Balding/Leadenhip
• Relationship Building
• Recoed/File Mainsenance
• Staff Training/Coaching
• Sales Techniques
• Performance Evaluation
• Customer Retention
• Team Collaboration
• Problem Solving

CORE COMPETENCIES

• Providing exceptional customer service while ensuring satisfaction.
• Supervised a Customer Service team of 32 representatives, hired and trained new staff members and coached department employees.
• Produced 100% success rate on monthly department goals.
• Resolved complicated customer issues, complaints and challenges.
• Worked with department and management teams to develop more efficient reporting and contact tools.
• Collaborated with technical writers and development team to create effective customer service scripts for 16 new company products.
• Researched and compiled monthly reports and annual department budget.
• Answered phone calls and questions and solved customer product and access issues.
• Suggested the purchase of additional products, services and customized tools to clients calling for assistance. achieving 107% of monthly new order goals.
• Documented all contact with customers for continuity of service and to provide important feedback to product development team.
• Exceeded 90 percent monthly accountability goal, fielding and solving more than 70 customer issues daily.