Accomplished Sales & Service Executive with 20 years of experience in consistently promoting company brand. Passionate expert and valuable business consultant with talents in analysis, consumer knowledge and industry dynamics sales and leadership. Strong problem-solving, negotiation and customer service skills. Sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills. Motivated individual with sales experience and in building customer relationships and understanding customer needs. Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Hi, I’m
VaKenya Howell
Bartlett,TN
Summary
Overview
20
years of professional experience
Work History
VikingBartlett, TN
Senior Customer Service Representative
11.2023 - Current
Job overview
- Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
- Established advanced familiarity with CRM systems and Salesforce which has given me the ability to facilitate, maintain customer interactions,track issues, and ensure a smooth flow of the operations.
- Open to new ideas, willing to adjust my approach depending on the situation and I have the ability to handle multiple task simultaneously.
- Maintained up-to-date knowledge of industry trends and emerging markets to better advise clients on travel options.
- Assisted clients with unforeseen issues during trips, ensuring prompt resolutions and minimal disruptions to their plans.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Analyzed sales data to identify areas of improvement in product offerings or marketing efforts, driving overall business growth.
- Provided expert guidance on visa requirements and passport applications to ensure seamless international travel arrangements for clients.
- Utilized advanced reservation systems to efficiently manage bookings and monitor available inventory for optimal results.
- Maximized client retention through exceptional customer service and timely followups.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
LumenBartlett, TN
Sales Development Representative
08.2022 - 11.2023
Job overview
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Identified business development challenges and customer concerns for proactive resolution.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities.
- Translated customer needs into solution requirements using powerful value propositions and negotiation skills.
- Created cross-functional teams to promote consistent brand messaging, demand-generation programs and sales tools.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met existing customers to review current services and expand sales opportunities.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Set and achieved company defined sales goals.
- Collaborated with sales and marketing departments to support client acquisition.
- Built and managed accurate sales pipeline to maintain high volume of activity.
FedEx ServicesDallas, TX
Customer Service Executive
08.2021 - 08.2022
Job overview
- Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines, and services.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
- Developed accurate sales forecasts by analyzing sales feedback and wrote reports for senior leadership.
- Reviewed contracts for accuracy and validity of cost and quote information, contacting customers directly to resolve issues when appropriate.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Skilled with the ability to apply patience, understanding of diverse individuals and the ability to adjust communication style as per the situation
VerizonDallas , TX
Business Sales Specialist
08.2015 - 08.2021
Job overview
- Responsible for generating new business, account penetration, account growth, and account retention within geographic territory and premier accounts
- Develop, qualify, and drive large deals from concept to completion
- Serves as escalation point for high priority client issues
- Quoted prices, credit terms and other bid specifications.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
- Negotiated prices, terms of sales and service agreements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Increased average deal size by upselling additional products or services based on a deep understanding of client pain points and goals.
- Improved efficiency in the sales process by streamlining workflows and utilizing technology to track leads, proposals, and contracts.
- Maximized sales potential by conducting thorough market research and staying informed of competitive landscapes.
Bank of AmericaFort Worth, TX
Call Center Sales & Service Supervisor
07.2013 - 08.2016
Job overview
- Ability to perform multiple tasks, navigate multiple systems simultaneously to service clients' accounts and/or troubleshoot their questions and issues.
- Strive for first call resolution and take true ownership of customer and their needs to reach financial goals.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
- Prepared sales presentations for clients showing success and credibility of products.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
SunTrust BankMemphis, TN
Assistant Branch Manager
06.2011 - 07.2014
Job overview
- Completes employee quota expectations from month to month, employee coaching process, and employee on boarding.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Reviewed credit applications for risk factors and credit worthiness.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Generated financial and operational reports to assist management with business strategy.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
Education
Southwest Community CollegeMemphis, TN
Associate's degree from Communications
12.2011
University Overview
Skills
- Customer Acquisition and Retention
- Cold Calling
- Database Management
- Sales Forecasting
- Solution Optimization
- Conflict Resolution Techniques
- Sales Performance Analysis
- Quality Assurance Understanding
- Schedule Coordination
- New Business Generation
- Pipeline Growth
- Client Needs Assessment
- CRM Tracking
Timeline
Senior Customer Service Representative
Viking
11.2023 - Current
Sales Development Representative
Lumen
08.2022 - 11.2023
Customer Service Executive
FedEx Services
08.2021 - 08.2022
Business Sales Specialist
Verizon
08.2015 - 08.2021
Call Center Sales & Service Supervisor
Bank of America
07.2013 - 08.2016
Assistant Branch Manager
SunTrust Bank
06.2011 - 07.2014
Southwest Community College
Associate's degree from Communications
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