Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sebastian Williams

Philadelphia,PA

Summary

Strategic and driven Customer Experience Manager with a proven record in sales consulting and team leadership. Adept at optimizing customer interactions, streamlining sales processes, and increasing retention. Known for a consultative approach, exceptional problem-solving, and coaching skills that drive team success and elevate the customer journey.

Overview

5
5
years of professional experience

Work History

Customer Experience Manager

Enterprise Car Sales
11.2024 - Current
  • Optimized interactions between sales team and customers, increasing retention and loyalty.
  • Monitored all customer experience touchpoints to improve efficiency and boost close rates.
  • Resolved escalated issues and approved exceptions to standard procedures.
  • Developed and executed a comprehensive sales plan that led to measurable sales growth.
  • Recruited, trained, and led a high-performing sales team; implemented structured onboarding programs.
  • Led regular coaching sessions and performance-driven monthly PDMs

Senior Sales Consultant

Enterprise Car Sales
01.2023 - 11.2024
  • Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
  • Landed new customer accounts through consistent combination of perseverance, dedicated cold calling and exceptional service.
  • Trained sales staff on Salesforce protocols, proper utilization and effective guidance methods.
  • Priced out products for customers and drew up sales paperwork.
  • Successfully completed average of 120 marketing calls per day to generate weekly appointments.

Management Assistant

Enterprise Rent-A-Car
10.2021 - 01.2023
  • Resolved client issues by delivering excellent customer service and maintaining positive attitude.
  • Responded to advanced issues with professional and relationship-focused approach.
  • Evaluated accounts to determine accuracy and resolve issues to maintain customer satisfaction.
  • Collaborated with manager to compile standardized policy to maintain compliance with company guidelines and regulatory requirements.
  • Trained and mentored 8+ new interns. Supplied leadership and oversight on business practices.

Customer Professional II-U

Ameriprise Financial
01.2021 - 10.2021
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication..
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.

Education

Bachelor of Science - Business Administration, Personal Financial Planning

Edonboro University of Pennsylvania
Edinboro, PA
12.2019

Skills

  • Call Center Operations
  • Financial regulations knowledge
  • Inbound and Outbound Calling
  • High-energy attitude
  • Sales Strategy & Execution
  • Customer Experience Optimization
  • Team Leadership & Training
  • CRM & Salesforce Expertise
  • Performance Management
  • High-Energy, Results-Driven
  • Call Center Operations
  • Upselling & Product Penetration

Timeline

Customer Experience Manager

Enterprise Car Sales
11.2024 - Current

Senior Sales Consultant

Enterprise Car Sales
01.2023 - 11.2024

Management Assistant

Enterprise Rent-A-Car
10.2021 - 01.2023

Customer Professional II-U

Ameriprise Financial
01.2021 - 10.2021

Bachelor of Science - Business Administration, Personal Financial Planning

Edonboro University of Pennsylvania

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