TRACY BROWN

760-***-**** San Jacinto, CA ***** ad219s@r.postjobfree.com www.linkedin.com/in/tracybrown-935495123

CUSTOMER SERVICE SPECIALIST

Propels Customer Service Excellence & Effective Sales Strategies by Constructing & Developing High-Performing Teams

Energetic and driven senior sales and customer service leader offering proven expertise in customer service, full sales cycles, operational oversight, team building and employee leadership. Recognized as a dynamic and impactful communicator with exceptional presentation and training, maximizing productivity by evaluating areas of opportunity and tailoring impactful coaching strategies to create win-win outcomes. Possesses deep mastery in data analysis, driving revenue by increasing KPIs, streamlining processes, reducing cost, decreasing churn, and improving efficiency. Motivated by fostering a culture of inclusiveness, diversity, and team empowerment that works toward a shared vision of success and growth.

AREAS OF EXPERTISE

Sales Cycle Management Leadership & Development Performance Management

Coaching & Mentoring Customer Relationship Management (CRM)

Consultative Selling SaaS Start ups Account Management Remote WFM Business Development

PROFESSIONAL EXPERIENCE

Best Buy Health, Carlsbad, CA

Direct Sales Supervisor 07/2011 – 02/2023

Collaborated with 3 sales sites that fostered 40-60 sales representatives each to communicate goals, delegate assignments, and optimize strategies. Assigned, managed, and tracked daily performances and built sales forecasts/schedules to reflect desired productivity targets, including 45%+ in conversions, 80%+ in quality assurance, 8+ unit sales per day, and 20% or lower Out of Queue (OOQ) time. Persuaded sales professionals by delivering positive reinforcement and constructive feedback. Reviewed customer complaints to determine appropriate methods for resolutions. Recruited and trained new employees to meet job requirements and provided leadership, insight, and mentoring to supply knowledge of various company programs.

• Restructured new hire training, increasing weekly sales by 15% and reducing the learning curve by 6 weeks.

• Led the highest converting sales team 36 consecutive months.

• Improved sales effectiveness by listening in on customer calls and offered suggestions to refine techniques to close sales.

• Adapted to remote office settings and utilized video conference solutions to streamline virtual training and ensure consistent workforce operations.

Direct Sales Team Leader

07/2010 – 04/2011

Guided 15-20 sales agents to consistently deliver customer service and generate maximum sales potential. Identified sales objectives and set realistic expectations to convert prospects into clients and clients into partners. Formed attainable team sales goals and fostered relationships with clients

and staff members. Drove creative development processes by leveraging past performance indicators to gauge best engagement approaches. Trained and developed new team members to improve product knowledge and selling abilities. Familiarized self with new products and services to engage with customers about features and benefits.

• Boosted team conversion by 6%, increased team quality assurance average from 80% to 92%, and propelled daily sales average from 3 to 5 units.

• Awarded Employee of the Year for outstanding excellence and contributions to performance enhancement.

• Utilized selling behaviors to identify and solve customer needs.

• Promoted positive culture of teamwork and inclusion, increasing employee morale.

Direct Sales Executive 07/2009 – 04/2010

Sourced new sales opportunities through inbound leads and follow-up. Provided effective customer service while obtaining patient demographics, verifying accounts, and updating CRM system while adhering to HIPPA. Determined patient needs and offered appropriately matched products and services for best fitted solutions.

• Maintained lowest OOQ time.

• Ranked in the top 5% of sales floor 2009-2010.

• Recognized as the #1 converting sales representative from 2009-2010.

AT&T Communications, Oceanside, CA

Customer Service Supervisor 02/2005 – 07/2009

Established positive rapport with customers, managers, and customer service team members to maintain prosperous work environments. Assisted staff with resolving complex customer issues and implemented targeted solutions. Investigated sensitive customer service complaints and delivered prompt solutions to streamline satisfaction. Supplied continuous training to associates to maximize performance and customer relations skills. Evaluated and authenticated returns, exchanges, and voids. Set clear expectations and helped employees pursue optimal paths for achieving each target.

• Presented resolution for unusual billing by conducting research, reviewing findings, and making recommendations.

• Assessed employee job performance and motivated staff, yielding a 25% increase in productivity.

• Demonstrated excellent communication skills in resolving product and consumer complaints.

ADDITIONAL RELEVANT EXPERIENCE

AT&T Communications, Oceanside, CA

Sales & Customer Support

EDUCATION

Studied Pre-Law at Watterson Business College, Vista, CA

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

McKinsey Academy, Training the Trainer (CMC)

TECHNICAL SKILLS

Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), Salesforce, Costguard, Best CRM, Hawkeye, Calendly

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