Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Personal Information
Volunteer Experience
Timeline
Generic
Shannon James

Shannon James

Hampton,VA

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

22
22
years of professional experience

Work History

FIOS SALES REPRESENTATIVE

VERIZON
09.2016 - Current
  • Exceeding company KPI objectives month over month selling to new and existing customer, as well as retaining customers, by analyzing their existing services, discovering new needs, building rapport, empathizing, using various system tools and recommending complimentary services or products to add value to their home/family needs
  • Using knowledge of the full suite of Verizon products, services and current promotions, along with supporting resources allows for a seamless transition when consulting with various customers as their trusted advisor
  • Providing tips and strategies to teammates on closing sales by collaborating with my supervisor in various one on one coaching sessions, sharing updates to policies in team chats and meetings, along with best practices, promoting teamwork and exemplifying leadership.

HR DEPARTMENT TRAINING SPECIALIST II

SPRINT NEXTEL COMMUNICATIONS
10.2007 - 02.2016
  • Delivered virtual and in-person trainings to all levels of management down existing wireless and call center agents, as well as new hires, within various departments across the country, which included soft and hard skills training, sales and retention strategies, coaching methods, adding value techniques and KPI focused trainings five days per week to 21-100 participants over a few day trainings or even up to 8 weeks of new hire training classes
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
  • Developed training handbooks, computer tutorials and reference materials.
  • Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
  • Traveled to client locations to conduct training classes.
  • Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
  • Used Human Performance Technology Research to improve productivity, develop strategies and opportunities for all organizations within the company
  • Collaborated with department managers to identify skill gaps and develop targeted training interventions.

BUSINESS ACCOUNT AND 14 DAY RETURNS SPECIALIST

SPRINT NEXTEL COMMUNICATIONS
09.2003 - 10.2007
  • Retaining wireless customers seeking to cancel service for the competition by using my vast knowledge of the competition’s product offerings, advising how leaving will impact their family or business by pointing out the advantages and disadvantages of both companies, saving them using my customer tailored loyalty offers and value adding products that best fit their needs, while exceeding the monthly goals month after month
  • Exemplifying leadership as a Subject Matter Expert for the new hires in training allowing them the opportunity to shadow me on the phones and also assisting the trainees with systems and questions while they are in the training bay.

CORPORATE MARKETING AND GROUP SALES COORDINATOR

NEW ROC CITY, LLC
09.2002 - 09.2003
  • Developed promotional materials for distribution at trade shows, industry events, and online platforms to reach the identified audience through market research
  • Managed client accounts from initial inquiry through post-event follow-up, ensuring a cohesive experience throughout the entire process.
  • Developed customized sales proposals tailored to client needs, resulting in higher conversion rates.
  • Conducted site visits with prospective clients, showcasing venue offerings and providing detailed information on available packages.
  • Collaborated with various departments to ensure seamless event execution and guest satisfaction.
  • Maxed out the facility to capacity day after day, week after week exceeding all expectations of the owners and managers within my first 3 months
  • Generated contracts among collaborating vendors for the various corporate events hosted for Fortune 500 companies, camps, schools and non-profit organizations with 30-300 or more attendees
  • Increased group sales revenue by developing and implementing targeted marketing strategies.
  • Forged strategic partnerships with local businesses and organizations to expand reach within the community-increasing exposure for both parties.

Education

Bachelor's of Business Marketing -

Virginia State University
05.2002

Skills

  • Public Speaker
  • Promotional planning
  • Prospecting clients
  • Customer Needs Assessment
  • Sales Development
  • Product and service knowledge
  • Sales expertise
  • Interpersonal communication skills
  • Customer Relationship Building
  • Customer Relations
  • Customer Service
  • Sales Presentations
  • Sales closing
  • Sales strategy development
  • Product and Service Sales
  • Customer Retention
  • Negotiation Tactics
  • Upselling and Cross Selling
  • Objection handling
  • Sales consultation
  • Performance Improvement
  • Staff Training
  • Revenue Generation
  • Retention Strategies
  • Meeting Sales Goals
  • Reliable and Responsible
  • Goal-Driven
  • Team Leadership
  • Decision-Making
  • Building Customer Loyalty
  • Computer Proficiency and Microsoft Office
  • Exceeding Customer Expectations
  • Team Supervision

Accomplishments

  • Zeta Phi Beta Sorority, Incorporated (2001)
  • Vz Floor Support Rep (2019)
  • Vz Presidents Club Winner (2022)
  • Vz Value Pillar Team (2023)
  • Vz Peer 2 Peer Support Champion (2023-Present)
  • National Association of Professional Women (2014)
  • Vz Focus Group Participate for Marketing Department (2019)
  • Vz Selling Techsure with Kelly Kurtzman Video Participant (2018)

Affiliations

  • Zeta Phi Beta Sorority, Incorporated (2001)
  • Presidents Club Winner (2022)
  • Value Pillar Team (2023)
  • National Association of Professional Women (2014)

Personal Information

Title: HR Training and Development, Sales and Marketing

Volunteer Experience

  • Floor Support Rep (2019)
  • Focus Group with Marketing Department (2019)
  • Selling Techsure with Kelly Kurtzman Video Participant (2018)

Timeline

FIOS SALES REPRESENTATIVE

VERIZON
09.2016 - Current

HR DEPARTMENT TRAINING SPECIALIST II

SPRINT NEXTEL COMMUNICATIONS
10.2007 - 02.2016

BUSINESS ACCOUNT AND 14 DAY RETURNS SPECIALIST

SPRINT NEXTEL COMMUNICATIONS
09.2003 - 10.2007

CORPORATE MARKETING AND GROUP SALES COORDINATOR

NEW ROC CITY, LLC
09.2002 - 09.2003

Bachelor's of Business Marketing -

Virginia State University

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Shannon James