Shannon Quinlan
Wheeling,IL
Summary
Dynamic professional with a proven track record at Verizon Connect, enhancing client satisfaction and retention through exceptional customer service and problem-solving abilities. Expert in CRM and conflict resolution, I've successfully driven revenue growth and fostered long-term relationships, demonstrating a blend of technical proficiency and interpersonal skills.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Inter-continental Trading USA
- Sold tobacco products to primarily whole-sellers, retailers and distributors.
- Processed and transferred orders by in taking customer calls and inputting data into QuickBooks.
- Introduced new product lines and up seller on existing orders.
- Troubleshooting customer problems, such as delivery issues, quality complaints, and clerical errors.
- Administered sales through Microsoft Outlook, Quickbooks, and Nutshell.
- Worked closely with distributor clients to sell additional product offerings in their service lines.
- Onboarded new clients into CRM (Quickbooks) and ensured tobacco sales license were current.
Account Manager
Verizon Connect
08.2021 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Holds product demonstrations for customers.
- Organized meetings with departments to ensure customer satisfaction.
- Drove revenue growth by identifying new business opportunities within existing accounts.
Business Development Manager
Verizon Connect
04.2020 - 08.2021
- Primarily outbound cold calling business to business (B2B) sales of GPS tracking devices marketed towards medium to small size logistics/trucking and service companies.
- Assess sales potential of prospects by analyzing company size, product demand potential, and competitor product usage.
- Collaborate with Product Specialists to arrange and attend product demonstrations.
- Facilitates key meetings between clients and Product Specialists and communicate crucial details to close out sales with broader sales team.
- Follows up on sales leads and scheduled product demonstrations.
- Reviews and updates account information on Salesforce; also monitor Salesforce dashboards of key metrics.
- Meets both individual sales targets and team performance goals.
- Troubleshoots customer problems as part of after-sales customer service initiatives.
- Applied a consultative sales approach for all clients.
Education
Human Resource Management - Human Resources Development
William Rainey Harper College
Palatine, IL09.2025
Skills
- Customer Service
- Problem-solving abilities
- Call center experience
- Conflict Resolution
- Product Knowledge
- Order Processing
- Customer Relationship Management (CRM)
Timeline
Account Manager
Verizon Connect
08.2021 - Current
Business Development Manager
Verizon Connect
04.2020 - 08.2021
Customer Service Representative
Inter-continental Trading USA
Human Resource Management - Human Resources Development
William Rainey Harper College
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