Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shelby Koch

Thousand Oaks,CA

Summary

Multi-talented Sales Assistant adept at handling any store department. Talent for inventory management and documentation. ambitious in advancing personal expertise and company sales performance.

Overview

9
9
years of professional experience

Work History

Sales Team Lead

Paysafe Group
Westlake Village, CA
09/01/20 - Current
  • Prioritized account management and sales processes by adapting to schedules, evolving product availability and maintaining deadline requirements.
  • Capitalized on opportunities for account growth and business development.
  • Developed and implemented strategies to improve sales team performance.
  • Established quotas for individual team members and tracked their progress toward meeting those goals.
  • Coached and mentored sales representatives on best practices, customer service, and product knowledge.
  • Used CRM software to track customer interactions throughout the entire sales process.
  • Promoted positive culture of teamwork and inclusion, increasing employee morale.
  • Delivered quality customer service while cultivating client satisfaction and loyalty.
  • Developed key customer relationships to increase sales.
  • Educated customers about products and services offered by the company.
  • Assisted customers in selecting appropriate products or services for their needs.
  • Provided personalized service to build relationships with customers.
  • Performed regular follow-ups with clients to ensure satisfaction with purchases.
  • Sparked social conversations with customers to provide friendly atmosphere and smooth shopping experience.
  • Acquired new customers and identified unique needs to deliver relevant products.
  • Gathered information from clients to create solutions that achieved business needs and desires.

Sales Consultant

Galpin Jaguar
North Hills, CA
12.2017 - 12.2020
  • Prepared sales contracts and other necessary paperwork for vehicle purchases.
  • Formed impactful relationships with current customers while initiating cold and warm calls with prospects.
  • Explained differences between models to clients, comparing and discussing capabilities and features.
  • Maintained high referrals and consistent repeat business due to first-rate customer service standards.
  • Finalized documentation for contracts, purchase receipts, vehicle registrations, and dealer files.
  • Described merchandise and explained use, operation and care.
  • Prepared merchandise for purchase or rental.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Placed special orders or called other stores to find desired items.
  • Consistently exceeded quotas by pursuing and closing sales.
  • Provided product information, features, and benefits to customers.
  • Advised customers on extended warranties, insurance policies, and other related services.
  • Participated in trade shows and conventions showcasing dealership's inventory.

Customer Service Representative

CoverHound
Westlake, CA
07.2019 - 11.2020
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Consulted with customers to resolve service and billing issues.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Agent

Aflac
Newhall, CA
08.2016 - 01.2020
  • Responded promptly to customer inquiries and complaints in a professional manner.
  • Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
  • Responded quickly and accurately to inquiries from clients regarding their coverage plans.
  • Provided customers with information regarding plan features, pricing, and availability.
  • Maintained accurate records of all insurance transactions using computer software systems.
  • Resolved customer complaints in a timely manner to maintain high satisfaction levels.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
  • Gathered detailed information from customers prior to offering quotes or making recommendations.
  • Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
  • Explained complex technical terms related to insurance plans in simple language for easy understanding.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Received underwriting approvals after accurately completing applications for insurance coverage.
  • Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
  • Participated in continuing education courses to stay current on industry trends and changes in regulations.
  • Pursued new clients through various marketing strategies to grow existing portfolio of policyholders.
  • Advised customers on the best ways to minimize risks associated with their assets.
  • Scheduled meetings with prospective clients to discuss available products and services.
  • Developed and implemented comprehensive insurance plans for clients according to their individual needs.

Opener

California Deluxe Windows
Chatsworth
09.2016 - 03.2017
  • Provided information regarding services and policies.
  • Documented all activities related to appointment setting processes.
  • Scheduled and confirmed appointments.
  • Maintained a positive attitude while dealing with difficult situations involving customers.
  • Made phone calls and sent emails to establish leads.
  • Ensured that all customer data is kept confidential at all times.
  • Followed up with customers after scheduled appointments were completed.
  • Identified customer needs and recommended appropriate solutions accordingly.
  • Utilized existing software applications to manage schedules, track progress, and maintain records of client interactions.
  • Recorded information from potential customers regarding specific product or service needs.
  • Answered customer inquiries regarding appointment setting procedures.
  • Overcame objections with persuasive approach, highlighting benefits and deflecting concerns.
  • Qualified customers' interest levels by building trust through conversation and utilizing provided scripts.
  • Balanced customer schedules, employee availability and maximum load levels while scheduling appointments.

Sales Operator

Coast to Coast Promotional Products
West Hills, CA
07.2015 - 01.2016
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.
  • Identified customer needs by asking questions and advising on best solutions.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
  • Met performance standards consistently for answer rate, handle time and service quality.
  • Collaborated with international sales, manufacturing and shipping departments to process necessary documentation and manage related logistics.

Education

Business Management - Business Management

Moorpark College
Moorpark, CA

Skills

  • CRM Proficiency
  • Sales Coaching
  • Team Management
  • Sales Presentations
  • Sales Pipeline Management
  • Sales Strategy
  • POS System Operation
  • Staff Supervision
  • Relationship Building
  • Customer Service
  • Sales Promotions
  • POS System Expertise
  • Pipeline Management
  • Tactful Conflict Resolution
  • Negotiation
  • Cold-Calling
  • Sales Strategy Development
  • Meeting Sales Goals
  • Persistent and Resilient
  • Mentoring and Training
  • Stress Management
  • Client Relationship Management
  • Billing and Collections
  • Trade Show Representation
  • Customer Needs Assessment
  • Payment Processing
  • Customer Care
  • Positive Customer Experience
  • Strategic Sales
  • Flexible Schedule
  • Sales Training
  • Client Acquisition
  • Client Relationship Building
  • Team Leadership
  • Assignment Delegation
  • Staff Training and Development
  • Teamwork and Collaboration
  • Goal-Oriented
  • Consultative Sales Techniques
  • Sales Initiatives
  • MS Office Applications
  • Meeting and Exceeding Sales Goals
  • Account Management

Accomplishments

  • Top Sales representative multiple times
  • Completed Paysafe Front Runner Programme In London
  • Rated 1st Place in Paysafe Front Runner Programme business simulation

Timeline

Customer Service Representative

CoverHound
07.2019 - 11.2020

Sales Consultant

Galpin Jaguar
12.2017 - 12.2020

Opener

California Deluxe Windows
09.2016 - 03.2017

Agent

Aflac
08.2016 - 01.2020

Sales Operator

Coast to Coast Promotional Products
07.2015 - 01.2016

Sales Team Lead

Paysafe Group
09/01/20 - Current

Business Management - Business Management

Moorpark College

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Shelby Koch