Shannon Bortz
Willow Spring,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Inside Sales Service Representative
Schneider Electric
Knightdale, NC
11.2016 - 08.2021
- Called on existing accounts to drive sales through proactive and relationship-driven contact strategies.
- Employed consultative techniques, using probing questions to overcome objections and close sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Effectively communicated with customers about account changes, new service agreements and potential software upgrades.
- Recorded actions taken, issues resolved and pertinent company and contact information to effectively manage customer accounts.
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for Automation business.
Sales Associate
Intercontinental Hotels Group
Raleigh , NC
06.1998 - 08.2016
- Served as liaison between IHG business units and strategic external clients to negotiate terms, conditions and rates, maximize revenues, build relationships and resolve problems.
- Enhanced customer satisfaction and increased revenue by researching attendee profiles and recommending IHG product solutions to position ourselves over our competition.
- Strategic sales support partner to Key Account Directors (KAD) Americas Global Sales working various market segments: Association, Incentive, Government, Leisure.
- Improved efficiency by training IHG hotel staff in obtaining relevant information about account needs, tools, and processes.
- Established high level of client satisfaction by exceeding customer expectations and being primary escalation point and internal advocate for client issues.
- Proactively collaborated with KAD and internal stake holders on current trends and key account booking patterns to implement strategies to drive increased market share.
- Handled most aspects of account management including: generating and monitoring Request for Proposals and revenue opportunities, providing accurate and timely monthly sales reports, analyzing data to drive ROI, and supporting execution of tactical sales strategies for assigned accounts.
- Managed logistics for key client events and trade shows.
Education
Bachelor of Science - Parks, Recreations, & Leisure Studies
Penn State University
University Park, PA08.1991
Skills
- CRM
- Complaint resolution
- International sales support
- Key stakeholder relationship building
- Professional telephone demeanor
Timeline
Inside Sales Service Representative
Schneider Electric
11.2016 - 08.2021
Sales Associate
Intercontinental Hotels Group
06.1998 - 08.2016
Bachelor of Science - Parks, Recreations, & Leisure Studies
Penn State University