Trevor Christensen
Sales/Customer Retention/ Collections
Sandy,Utah
Summary
Sales, Retention, and Collections professional offering 6 years of successful financial experience specializing in B2B and customer-facing phone sales, retention, customer service with in-depth negotiation and people skills, account management, and collections. Solid business background with extensive knowledge of persuasive sales and negotiation techniques, de-escalation, and telecommunications skills, risk management, financial reporting, automated dialer systems, and performing extremely well in a fast-paced stressful environment. Utilized selling techniques throughout complex and multiple-level sales processes. Proficient in the entire Microsoft Office & Google Suites including Excel. Consistently exceeded sales and collections quotas, developed fast trust and interactive relationships with clients and businesses, created and implemented persuasive account strategies for a competitive marketplace, and effectively sold customized web products and services and effectively collected bad debt with solid and growing numbers. Received many awards for multiple achievements across the board the most recent for being one of the top collectors. Awarded a certificate for Outstanding Achievement due to collecting near 200 percent of projected goal.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work History
Escalated Support Team Lead
Tesla
Draper, UT
01.2018 - 11.2019
- Supported 15 agents with escalated customer issues while managing pipelines & queues
- Worked directly with regional sales teams to resolve issues and retain customers
- De-escalated upset potential and current clients using variety of techniques
- Piloted experimental chat and email support team of 15 representatives utilizing Salesforce; implementing processes & effective workflow procedures
- Structured templates & macros to increase efficiency and consistency while constantly reviewing new issues to stay updated via team meetings and huddles
- Reviewed and managed agents workflow and soft skills providing ongoing training and support for team to ensure maximum customer satisfaction and drive results
- Managed diverse and versatile workflow supporting team as well as several others depending on workload
- Assisted with escalated roadside emergency issues and provided solutions with emphasis on comfort, safety, and speed
- Managed extremely high and consistent call volume for various departments due to thorough knowledge of various departments and appropriate workflow for said departments.
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Maintained energy and enthusiasm in fast-paced environment
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Client Engagement/Sales Representative/Retention Specialist
Solutionreach Lehi
Lehi, UT
01.2012 - 01.2017
- Sales/ Escalated Dispute Resolution/Saves Representative)
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages
- Inbound/Outbound calls managing pipeline of 200 + Medical/Dental offices that are requesting to terminate their contract prematurely
- Worked directly with integrations team to develop new integrations, and resolve issues with current ones
- De-escalating upset Clients using variety of techniques then after resolving their initial issue thoroughly going over all financial and other metrics to persuade them to stay,
- After de-escalating and referring to binding contract utilizing sales skills to get them to renew or extend binding contract or extend current agreement when initial intent was to cancel
- Structuring addendums and new contracts to modify Client's original agreement or sign off on new agreement all together
- Resolving disputes on the validity of Clients current agreement & upholding the binding terms of that agreement if Client is outside of their 60 day trial period
- Typically for 24 to 48 month agreement at $379.00 per month with no option to terminate early unless product isn’t functioning correctly
- Offering reduced rates or deferred payments if Client agrees to extend their current agreement typically by at least 12 months or utilizing other incentives if necessary to get extension
- De Escalating offices that are upset with their Salesperson and are accusing them of lying during sales process
- This involves reviewing all calls, emails, paperwork, and any other forms of correspondence involved in sales process and upholding what was agreed to initially
- Utilized Salesforce to manage pipeline typically managing 150-200 offices
- Taking escalated dispute calls as well as supervisor calls for other departments
- Speaking with owner of practice (Doctor) in regards to contract that was signed and upholding all terms
- Large majority of time working with their legal counsel when Client retains legal counsel to attempt to get out of their agreement
- Hitting monthly goals on new and extended contracts also known as Saves or Saved Accounts
- Highlighting major differences between superior product and whatever competitors Client is looking at
- Utilizing Microsoft Excel and Google Drive to track leads, commissions ,renewal dates, metrics and other information with spreadsheets.
- Developed and delivered engaging sales presentations to convey product benefits
- Increased sales by offering advice on purchases and promoting additional products
- Automated contact management system, resulting in better client organization and goal alignment
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance
- Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline
Warranty Specialist/Customer Service
Sovereign Homes
Sandy, Ut
01.2007 - 01.2012
- Daily duties include going to job setting up company emails for day and getting all needed correspondence for general contractor ready such as contracts, checks, and bank documents.
- Dealt with all warranty issues with customers regardless of situation I handled documentation and getting proper people there to fix issue
- Tracked spending and expenses in Microsoft Excel
- Instrumental in all client interactions with company throughout process of building home from point of lot purchase onward
- Resolved all customer complaints and disputes that were escalated resolved them in proper manner
- Organized daily workflow for others in office as well as subcontractors that were working on larger homes
- Very well Organized have ran crew of 5 for approximately 4 years doing everything from customer service and sales to running trade shows and networking
- Ran vending during parade of homes multiple times gaining experience with cash registers and managing multiple booths at once.
Collections Representative
Comcast
Sandy, Ut
02.2011 - 11.2011
- Responsible for inbound/outbound calls for collections of bad debt and up-selling accounts
- Maintained consistent accomplished performance within company
- Gained ability to establish rapid relationships with customers to build trust in order to close on first call
- Collected average of 6500.00 per day with high of 12,500.00 which in turn was asked by supervisor to produce scripts for team and paperwork with ways to overcome specific objections and get full balance
- Thrived every week in very fast-paced high call volume environment while staying on task and exceeding quota.
Sales Rep (Closer)
Heritage Web Solutions
Provo, Ut
01.2008 - 01.2010
- Outbound sales calls to sell custom websites, SEO/PPC packages, as well as hosting fees.
- Led projects and analyzed data to identify opportunities for improvement
- Collecting past due balances as well as persuading customers to pay in advance for their fees up to two years. This company evolved to be in top 2 % of web hosting companies globally.
- Promoted high numbers and quality customer reviews.
- Sales to Closer within first 3 weeks of employment due to high close rate.
- Ability to de-escalate and transition to aggressive future call to then persuade clients to not only pay past due but full balance
- Sold average of 5,000/day in upsells and hosting fees with high of 30k in one day.
- Dealt Easily, tactfully, and effectively to establish rapport with people; understanding their situations and still close on difficult customers of all ages, cultures, and beliefs being able to relate to clients in balance.
- Implemented plan to maximize earning potential via social media marketing with their packaged sites.
Education
Some College (No Degree) - Marketing, Business
The University of Phoenix
Online 02.2010 - 01.2012
General Education Degree - General Studies
Bingham High School
South Jordan, UT 05.2001 - 01.2006
Skills
Team Motivation & Team LeadershipManaging a Large Book of ClientsTime ManagementTracking Results & ProjectionsStrong Negotiation & Closing Techniques
Created several easy to use materials for the team to utilize overcoming objections collecting a debt or selling product
Helped team members to overcome any objection they may come across in order to sell a productCreating ways and exploring resources for people to creatively source financesCustomer service expert
Flexible and Adaptable
Strategic planning
Retention strategies
Interpersonal communication skills
Records management
Performance improvement
Complaint resolution
Timeline
Escalated Support Team Lead
Tesla
01.2018 - 11.2019
Client Engagement/Sales Representative/Retention Specialist
Solutionreach Lehi
01.2012 - 01.2017
Collections Representative
Comcast
02.2011 - 11.2011
Some College (No Degree) - Marketing, Business
The University of Phoenix
02.2010 - 01.2012
Sales Rep (Closer)
Heritage Web Solutions
01.2008 - 01.2010
Warranty Specialist/Customer Service
Sovereign Homes
01.2007 - 01.2012
General Education Degree - General Studies
Bingham High School
05.2001 - 01.2006