Shelby Koch
Thousand Oaks,CA
Overview
9
9
years of professional experience
Work History
SALES TEAM LEAD
Paysafe Group
09.2020 - Current
- Prioritized account management and sales processes by adapting to schedules, evolving product availability and maintaining deadline requirements
- Generated over 7 million for the company year over year
- 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
SALES CONSULTANT
Galpin Jaguar
12.2017 - 12.2020
- 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
- Generated over 5 million in revenue for the business
- Participated in trade shows and conventions showcasing dealership's inventory.
CUSTOMER SERVICE REPRESENTATIVE
CoverHound
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
- 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
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
- Generated over 2 million in revenue for the business every year.
- 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
OPENER
California Deluxe Windows
09.2016 - 03.2017
- 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
- Overcame objections with persuasive approach, highlighting benefits and deflecting concerns
- Qualified customers' interest levels by building trust through conversation and utilizing provided scripts
SALES OPENER
Coast to Coast Promotional Products
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 -
Moorpark College
Moorpark, CABusiness Management
Arizona State University
Tempe, AZSkills
- CRM Proficiency
- Sales Coaching
- Team Management
- Sales Presentations
- Sales Pipeline Management
- Sales Strategy
- POS System Operation
- Staff Supervision
- Relationship Building
- POS System Expertise
- Pipeline Management
- Tactful Conflict Resolution
- Negotiation
- Cold-Calling
- Sales Strategy Development
- Client Relationship Management
- Revenue Generation
- Trade Show Representation
- Customer Needs Assessment
- Payment Processing
- Customer Care
- Positive Customer Experience
- Client Relationship Building
- Team Leadership
- Assignment Delegation
- Staff Training and Development
- Teamwork and Collaboration
- Goal-Oriented
- Consultative Sales Techniques
- 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
SALES TEAM LEAD
Paysafe Group
09.2020 - Current
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 OPENER
Coast to Coast Promotional Products
07.2015 - 01.2016
Business Management -
Moorpark College
Business Management
Arizona State University