Stephanie Patterson
Sales and Customer Service
Hermitage,TN
Summary
I am seeking a full time permanent position that will allow me to utilize my skills in Territory Sales, Management, Customer Service, Billing, Acquisitions, and Marketing. As well as a position that has room for advancement based on my merit and performance. My current position I am results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions that fits with both the customers needs and company product, and handling objections. Less then 20% seven day call return. 160 % Customer Satisfaction Survey, over 250% Sales Goals, Top performer with a consistent track record of meeting and exceeding goals.
Overview
8
8
years of professional experience
Work History
Customer Service, Billing & Acquisitions
AT&T Call Center
Nashville, TN
01.2019 - Current
- Executed billing tasks and recorded information in company databases.
- Collected data to complete detailed financial reports for stakeholders and management.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Responded to customer concerns and questions on daily basis.
- Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance.
- Processed payment via telephone with focus on accuracy and efficiency.
- Interceded between employees during arguments and diffused tense situations.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Created detailed sales presentations to communicate product features and market data.
- Inbound sales calls with C-level executives and directors in assigned sales territory.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Oversaw daily inbound calls to identify services that address primary needs.
Call Center Customer Service Rep
Hiller Plumbing Heating Cooling & Electrical Nashville
Nahsville, TN
2018 - 01.2019
- Provide elevated customer experience to generate a loyal clientèle.
- Help resolve customer inquiries and complaints in a timely and empathetic manner.
- Demonstrate dedication to continuously improving sales abilities and product knowledge.
- Developed a reputation as an efficient customer service provider with high levels of accuracy.
- Answer customer questions regarding services and pricing.
- Answer average of 180 calls per day, addressing customer inquiries, solving problems and providing new product information and scheduling accurate appointment times.
- Help drive sales goals and achieve monthly quotas.
- Refer unresolved customer grievances to designated departments for further investigation.
- Communicate with and supported sales, marketing and administrative teams.
- Answer customer telephone calls promptly and in an appropriate manner.
- Receive multiple positive reviews which acknowledged dedication to excellent customer service.
- Resolve all customer complaints in a professional manner while prioritizing customer satisfaction.
- Determine customer needs by asking relevant questions and listening actively to the responses.
- Ask open-ended questions to assess customer needs.
- Built long-term customer relationships and advised customers on product and promotions.
- Set up and explain new membership contracts.
- Learned, reference, and apply product knowledge information. the company’s mission and values.
- Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Direct calls to appropriate individuals and departments.
- Handle all customer relations issues in a gracious manner and in accordance with company policies.
- Serve as liaison for customers, management and sales team.
Marketing Specialist/Retail Sales Trainer
Ashley Furniture Industries
Arcadia, WI
01.2015 - 2017
- Manage efforts to grow new business, increase existing revenue and provide top level customer service to current accounts.
- Travel to client locations to participate in sales presentations and product demos.
- Analyze sales routes, territories and responsibilities to ensure efficient use of time and resources.
- Work with sales teams to build and cultivate relationships with managers and executives of corporate accounts.
- Recruit, train, coach and mentor new sales associates and mid-level sales managers.
- Identify sales best practices and implement process improvements to increase productivity and efficiency.
- Develop and plan marketing and entertainment events.
- Created several pricing strategies for new and existing products.
- Hard working.
- Multi-task, known for doing whatever it takes to get the job done.
- Analyzed customers, researched marketing conditions and gathered competitor data in order to formulate strategies.
- Design and developed marketing materials and planning strategies.
- Developed comprehensive media strategy using television, Internet, smart phones, billboard and print advertising.
- Created several pricing strategies for new and existing products.
- Implemented marketing strategies which resulted in 12% growth of customer base.
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Copied, logged and scanned supporting documentation.
- Responded to customer requests via telephone and email.
Retail Sales Manager
Ashley Furniture Home store
Nashville, TN
01.2014 - 01.2015
- Hold status meetings with sales staff to create strategies and define prioritized tasks.
- Analyze groups to determine sales quotas and lead initiatives to ensure sales staff meets or exceeds goals.
- Identify sales best practices and implement process improvements to Increase productivity and efficiency.
- Mentored and trained 15 sales associates for one store locations.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Studied the target markets and developed merchandizing strategies that met the needs of those groups.
- Recruited, interviewed and hired talented individuals who would bring dynamic sales expertise to the organization.
- Greeted all customers with a smile and asked open-ended questions to ascertain their needs.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Conducted ongoing staff development to help employees achieve growth within their job roles.
- Recommended brand products to customers, highlighted benefits and redirected objections to secure the sales amount.
- Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
- Achieved 115% of monthly quota and grew sales to $400 K within three months, earning title as top representative in region.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Lead Sales Trainer
Community Bank, BOA
Hohenfels, DE
01.2010 - 01.2014
- Work with customers to open new checking or savings accounts.
- Prepare money orders, bank checks, direct deposit and electronic payments.
- Help customers fill out loan applications and serve as liaison between clients and loan officers.
- Collaborate with loan / credit department to review and analyze credit worthiness and credit reports.
- Set up credit and debit card services and lines of credit for small business.
- Go over negative transactions, assess fees, claim bad debts and close delinquent accounts.
- Serve in bank budget committee to plan and executive annual budgets.
- Coordinate with financial services staff to set up investment accounts.
- Enter transaction data in proprietary banking systems.
- Work with customers to open new checking or savings accounts.
- Prepare money orders, bank checks, direct deposit and electronic payments.
- Help customers fill out loan applications and serve as liaison between clients and loan officers.
- Collaborate with loan / credit department to review and analyze credit worthiness and credit reports.
- Set up credit and debit card services and lines of credit for small business.
- Go over negative transactions, assess fees, claim bad debts and close delinquent accounts.
- Serve in bank budget committee to plan and executive annual budgets.
- Coordinate with financial services staff to set up investment accounts.
- Enter transaction data in proprietary banking systems.
- Assist customers with online banking, statement questions and general customer service.
- Travel Europe and Japan training new as well as current employees how detect key indicators on customers account to match with the right banking product.
- Basic sales training.
Education
High School Diploma -
Lexington Family Care Center
Lexington, KY 1996
Skills
- Problem-solving skills
- Communication skills
- Customer service
- Quality assurance
- Gathering information
- Answering questions
- Goal-oriented
- Upselling techniques
- Consistently meets sales goals
- Quick learner
- Creative problem solver
- Active listening skills
- Personable
- Floor set design expertise
- Multi-line phone talent
- Cash handling and management
- Proficient in cash management
- Trusted key holder
- Strong conflict resolution skills
- Merchandising
- Retail merchandising experience
- Customer expectations management
- Training development aptitude
- Customer-oriented
- Motivated team player
- Exceptional communication skills
- Strong client relations
- Computer literate
- Exceptional time management skills
- Natural leader
- Strategic sales knowledge
- Retail sales
- Skilled problem solver
- Team building expertise
- Excellent work ethic
- Strong interpersonal skills
- Credit card transactions
- Credit card processing
- Call center transactions
- Positive and friendly
Timeline
Customer Service, Billing & Acquisitions
AT&T Call Center
01.2019 - Current
Marketing Specialist/Retail Sales Trainer
Ashley Furniture Industries
01.2015 - 2017
Retail Sales Manager
Ashley Furniture Home store
01.2014 - 01.2015
Lead Sales Trainer
Community Bank, BOA
01.2010 - 01.2014
Call Center Customer Service Rep
Hiller Plumbing Heating Cooling & Electrical Nashville
2018 - 01.2019
High School Diploma -
Lexington Family Care Center
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