Overview
Work History
Education
Skills
Introduction
Areas of Opportunity Fit
Area Of Expertise
References
Certification
Timeline
Generic

Steven Ferrell

Mount Juliet,TN

Overview

30
30
years of professional experience

Work History

Account Manager/Client Success

CPI Card Group, Inc.
Nashville, TN
07.2022 - 01.2024
  • Handled complex and substantial accounts for prominent financial institutions
  • Quickly assumed the role of a team leader, utilizing my extensive background in sales and account management to provide valuable insights on departmental best practices.
  • Leadership assigned to me large, complex, and challenging clients as I proved my ability to build strong relationships and improve customer satisfaction. At one point, the number of programs I managed was almost double that of my next closest peer, and more than double that of all others.
  • Achieved tremendous improvement in department's CSAT scores (30%) during my tenure, making a significant positive impact.

Agent / Sales Manager (Remote)

Various Insurers / Self Employed
10.2019 - 11.2021
  • Built and mentored a high-performing fully remote team of fifteen newly recruited Medicare sales representatives
  • Led daily kickoff calls, leveraging Zoom and Slack for seamless agent communication. Successfully managed KPIs through constant analysis of sales and activity reports.
  • Delivered effective support to the team's accomplishments through coaching, mentoring, motivation, and feedback.
  • Successfully represented a range of personal lines of insurance with multiple companies.

Inside Sales Account Manager

Dell EMC Technologies
Nashville, TN
02.2018 - 10.2019
  • Managed large commercial clients in the Boston, MA area, with a primary focus on personal computing devices and peripherals. Operated as a 'quarterback' coordinating specialists for other product lines and services.
  • Streamlined inside sales and account management processes to effectively support Field Sales team in driving face-to-face relationships and achieving high volume sales.
  • Utilized my experience and client management skills in collaboration with the most difficult Field Sales members, demonstrating a calm and professional demeanor that resulted in successful partnerships.
  • The recognition of our success in managing difficult relationships was a significant achievement.

Relationship Manager

Altair Data Resources
Franklin, TN
08.2014 - 06.2017
  • Conducted client meetings for new and existing customers to assess progress, discuss opportunities for growth, and address any concerns.
  • Resolved escalated customer issues efficiently and effectively within established timelines.
  • Maintained accurate records of all client interactions within the company's CRM system.
  • Collaborated with internal teams to develop strategies that would increase customer satisfaction and achieve sales growth goals.
  • Identified customer needs, developed customized solutions, and provided knowledgeable advice.

Inside Sales Manager

Cardinal Health
La Vergne, TN
03.2012 - 09.2013
  • Drove year-on-year record sales growth and bolstered job satisfaction for a seasoned sales team.
  • Streamlined departmental communication channels, implemented fresh sales concepts, and fostered collaboration with multiple internal departments, resulting in a significant rise in average annual growth from approximately 10-13% to well above 30%.
  • Restructured team's bonus program to promote desired products, driving an approximate 85% increase in desired sales and enhancing satisfaction for clients and the team.
  • Achieved unprecedented success for the annual program as Project Manager by effectively collaborating with pharmaceutical clients, fostering communication across departments, and driving strategic sales and operational enhancements.

General Manager

Prairie Life Fitness
Franklin, TN
04.2010 - 03.2012
  • Led successful transformation of business profitability and sales approach, resulting in record-breaking EBITDA and emphasizing the importance of value in membership sales.
  • Inspired a cultural shift that revolved around prioritizing clients/members and cultivating an innovative problem-solving mindset resulting in significant accomplishments despite lacking industry expertise. Furthermore, mentored seven department managers to become true leaders in their respective domains.
  • Fostered strong communication channels with members, utilizing their input as valuable feedback for ongoing enhancements in client satisfaction.

Relationship Manager

Dun and Bradstreet
St. Louis, MO
05.2008 - 10.2009
  • Sales and Account Management of 40 Fortune 1000 size clients, exceeding sales goals during this time of recession
  • Relocated for this position and was also recognized by my VP of Sales for quickly learning my customers, their needs, and building trust with my clients by listening, showing that I had their best interest in mind, and with honest and transparent relationships
  • Despite the recession, our sales goals remained at a 10% annual growth rate which I exceeded by not only building trust and showing value in our services, but also by upselling/cross selling non-core products and services into other areas of the client’s business
  • CSAT score improved from a 7 with my predecessor to a 9, on a scale of 1 to 10.

Education

BBA -

Middle Tennessee State University
Murfreesboro, TN
12.1990

Skills

  • Client Success / Account Management
  • Servant Leadership
  • Contract and Sales Negotiations
  • Research and Data Analysis
  • Problem Resolution / Root Cause Analysis
  • Excel / Zoom / Slack / Five9 / Outlook / Word / Powerpoint
  • CRM Hubspot / Salesforce
  • Project Management
  • Critical Thinking
  • Time Management
  • KPI Development
  • Process Improvements
  • Variable Compensation Design
  • Needs analysis

Introduction

An experienced professional with a unique blend of Sales, Operations, Customer Success, and Leadership roles with a keen business acumen to lead a team, operation, project, or to be a key individual contributor.

Areas of Opportunity Fit

Leadership or individual contributor roles in Customer/Client Success, Employee Relations / Satisfaction, Account Management, or Operations, and Sales roles not requiring high pressure selling.

Area Of Expertise

Team / Operational Leadership | Problem Resolution | Root Cause Analysis | Change Management | Creating & Maintaining Positive and Inclusive Culture | Employee Development | Training / Coaching | High Customer & Employee Retention Satisfaction | Gaining Consensus in Conflict | Sound Business Acumen and Decision Making | Sales | Marketing | Customer Support | Operations

References

References available upon request.

Certification

  • ACE-P, 11/01/23 ICMA
  • Inbound Marketing, 02/01/16 Hubspot

Timeline

Account Manager/Client Success

CPI Card Group, Inc.
07.2022 - 01.2024

Agent / Sales Manager (Remote)

Various Insurers / Self Employed
10.2019 - 11.2021

Inside Sales Account Manager

Dell EMC Technologies
02.2018 - 10.2019

Relationship Manager

Altair Data Resources
08.2014 - 06.2017

Inside Sales Manager

Cardinal Health
03.2012 - 09.2013

General Manager

Prairie Life Fitness
04.2010 - 03.2012

Relationship Manager

Dun and Bradstreet
05.2008 - 10.2009

BBA -

Middle Tennessee State University

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Steven Ferrell