Shannon Cown
JACKSONVILLE,United States
Summary
Experienced remote closer with a strong background in customer service and sales, leveraging over a decade of expertise. Proficient in utilizing CRM systems, lead generation, and analyzing performance metrics to drive results. Achieves notable increases in renewals and customer satisfaction. Recognized for successfully implementing strategic sales initiatives and fostering exceptional team collaboration to fuel revenue growth.
Overview
10
10
years of professional experience
Work History
Inside Sales Representative
Aetna
01.2019 - 01.2022
- Managed client accounts, boosting renewals by 40% through personalized service and targeted engagement
- Collaborated with sales team, surpassing quarterly targets by 15% and enhancing team performance
- Analyzed customer data to identify trends, developing improved sales strategies and boosting revenue.
Customer Virtual Assistant
LeafHome
01.2018 - 01.2020
- Scheduled and managed 100+ appointments monthly, boosting customer satisfaction by 25% and cutting response times by 30%
- Resolved 50+ customer inquiries weekly with a 95% satisfaction rate, enhancing overall client experience.
Customer Experience Supervisor
AT&T
01.2014 - 01.2017
- Enhanced customer satisfaction by resolving complaints promptly, driving a 15% increase in repeat business
- Boosted sales by 18% through effective customer communication and product support.
Customer Sales Representative
Telvista
01.2012 - 01.2014
- Boosted sales by 18% through effective communication and resolving customer inquiries
- Enhanced customer satisfaction by swiftly resolving complaints and addressing concerns.
Education
Master Of Business Administration - Behavioral Aspects of Health
St. Johns River State College
Orange Park, FL12.2020
Bachelor of Arts - Business Commerce & B2B Sales Marketing
St. Johns River State College
Orange Park, FL12.2017
Associate of Arts - Business Administration and Finance
St. Johns River State College
Orange Park, FL12.2014
Skills
- Customer Service Excellence (Expert)
- Effective Communication (Expert)
- Problem-Solving (Expert)
- Sales Strategies (Experienced)
- CRM Software Proficiency (Expert)
- Customer Relationship Management
- Team Collaboration (Experienced)
- Performance Metrics Analysis
- Upselling and Cross-Selling (Experienced)
- Time Management (Expert)
- Data Entry and Management (Experienced)
- Customer Retention Techniques (Experienced)
- Market Research (Expert)
- Conflict Resolution (Experienced)
- Product Knowledge (Experienced)
- Active Listening (Experienced)
- Sales Reporting (Experienced)
- Virtual Communication Tools (Expert)
- Training and Mentoring (Experienced)
- Lead Generation (Expert)
- Attention to Detail
- Exceptional customer service
- Relationship Development
- Product Knowledge
- Upselling and Cross Selling
- Organized and Efficient
- Issue Resolution
- Data Entry
- Client Relationship Management
- CRM proficiency
- Closing Techniques
- B2B Sales
- Salesforce CRM
- Revenue Growth
Timeline
Inside Sales Representative
Aetna
01.2019 - 01.2022
Customer Virtual Assistant
LeafHome
01.2018 - 01.2020
Customer Experience Supervisor
AT&T
01.2014 - 01.2017
Customer Sales Representative
Telvista
01.2012 - 01.2014
Master Of Business Administration - Behavioral Aspects of Health
St. Johns River State College
Bachelor of Arts - Business Commerce & B2B Sales Marketing
St. Johns River State College
Associate of Arts - Business Administration and Finance
St. Johns River State College
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