Customer Relations/Retention
Vicky Cooper
Business & Sales Development
Lexington,KY
Summary
With over 10 years in management, highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public at all customer relationship levels. Sales, Customer Service and CRM professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Sales Consultant
Paul Miller Motor Company
03.2024 - Current
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Boosted internal collaboration within sales team by sharing best practices and offering mentorship when needed.
- Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
- Forged strong partnerships with industry influencers to elevate brand reputation within market.
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
- Expanded customer base through cold calling, networking, and relationship building.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Negotiated contracts with clients and developed relationships with key personnel.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Engaged in friendly conversation with customer to better uncover individual needs.
Toyota Master Certified Sales
Toyota On Nicholasville
09.2014 - 10.2022
- Worked in various positions throughout the company including sales, internet sales and was promoted to position of special finance manager.
- CRM expert in various software programs including SalesForce, Teams, Group ME, Reynolds and Reynolds, VIN Solutions, ELeads, Route One, VAuto, 700, Auto Alert.
- Extensive knowledge with QuickBooks.
- Developed relationships with internet and floor traffic for new and repeat customers with varied credit scores for new and used sales
- Maintained seasoned customer base and worked referrals for returning lease, new and preowned
- Assisted with courtesy deliveries
- Maintained CRM with updated customer notes throughout sales process
- Cultivated interpersonal skills by building positive relationships with others.
- Self-motivated, with strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with strong work ethic.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Interviewed customers, evaluated histories and offered options.
- Reviewed financial documents, pay stubs and statements Planned, developed and managed sub-prime lending program guidelines
- Verified and processed credit applications from customers.
- Responsible for self marketing with personal social media to generate book of business.
- Maintained standard of KPI and achieving monthly sales goals.
Digital Sales Trainer and Business Consultant
Kain Automotive Inc
08.2014 - 10.2014
- Digital sales training ad business consulting and remote access
- Ongoing support to clients including reporting, KPI's and myster shop
- Performed and monitored monthly performance
- Extensive travel throughout the US which included managing and coordinating all airline travel, hotel, rental, created presentation binders and sending to print for presentation to dealer principles, managers and sales staff
- Created and prepared presentations for senior sales management, GM and dealer principles
- Presented PowerPoint to Internet, BDC and sales staff on site.
- Worked with sales staff with phone training, video presentations, walk arounds, chat software, response times, strategies and overcoming sales objections
- Provided Sales Management, Dealer Principles and Owners with summary and pathway to goal achievement based on store mission and performance
Business Development Manager
James Motor Company
06.2005 - 08.2014
- Managed all client relations and workflow for all BDC reps and sales consultants
- Managed and maintained all websites, adding and deleting current inventory with photos and description, social networks and stayed within and submitted for compliance standards with MBUSA marketing policies
- Managed all month end, ledgers, KPI reporting with multiple software including Reynolds, Dealer Socket, Higher Gear and V-Auto, advanced CRM knowledge
- Achieved and maintained Master Certification to ensure exceptional product knowledge and continuing education for myself
Education
Associate of Arts - Business Administration
Strayer University
Washington, DC 08.2010 -
Skills
Coaching/Team Lead
CRM Expert
Sales And Business Development
Revenue Generation/Contract Negotiations
Sales Expertise/Closing
Interpersonal communication skills
Relationship selling
Organizational Skills
Sales Funnel Process Management
Timeline
Sales Consultant
Paul Miller Motor Company
03.2024 - Current
Toyota Master Certified Sales
Toyota On Nicholasville
09.2014 - 10.2022
Digital Sales Trainer and Business Consultant
Kain Automotive Inc
08.2014 - 10.2014
Associate of Arts - Business Administration
Strayer University
08.2010 -
Business Development Manager
James Motor Company
06.2005 - 08.2014
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