Customer Service Account Management

KL

KANDREA LANG

***********@*****.*** 254-***-**** China Spring, TX 76633

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

I have extensive experience and progressive leadership development within customer service and sales, focusing on creating an organized team approach to meeting organizational goals and needs. Key Account Development

Sales Planning

Client Relationship Management

Profitability Optimization

Account Management

Solution Selling

Cold Calling

Sales Tracking

Market Research

Strategic Planning

Sales Strategy Development

Persuasive Negotiations

Profit and Revenue-Generating Strategies

Sales Operations

Territory Sales Management

Sales Reporting

Proposal Development

Negotiations Expert and Strong Deal Closer

Goal Setting

Product and Service Sales

Superb Time Management

Brand-Building Strategies

Verbal and Written Communication

Sales Territory Growth

Product Knowledge

Relationship Building

Risk Mitigation

Promotional Sales Events

Sales Engagement Techniques

Resolution-Oriented

Continuous Improvements

Sales Process

Direct Sales

Consultative and Relationship Selling

Consultative Sales

Exceptional Multi-Tasker

Marketing Strategy

Sales Expertise

Salesforce

Rapport and Relationship Building

Complex Project Negotiations

Sales Presentations

Product and Service Management

Territory and Account Management

Territory Management

Product and Service Knowledge

Contract Negotiation and Closing Tactics

Sales and Marketing

Customer Relationship Management

Sales Proposal Creation

Time Management

Web Technologies and Services

Sales Strategies

B2B Sales

Lead Generation

Appointment Scheduling

Customer Complaint Resolution

Incoming Call Management

Business Growth and Retention

Sales Quota Achievement

Customer Needs Assessment

Contract Negotiation Expertise

Customer Service and Sales Expertise

Upselling

Business Development

Marketing Promotions

Opening and Closing Procedures

Cash Handling

Team Member Motivation

Account Servicing

Stocking and Replenishing

Contract Negotiation

Career Objective

Skills

Excellent Communication Skills

Prospecting Skills

Sales and Market Development

CRM Software

Social Media Savvy

Exceeds Sales Goals

Service-Driven Sales

Staff Training and Motivation

Store Opening and Closing

Processing Payments

Merchandising Proficiency

Full-Cycle Sales Process

Effective Customer Upselling

Contractor Connect Midland, TX

Customer Service/Sales Manager

01/2017 - 01/2022

Developed and implemented sales strategies to increase market share. Identified and developed new markets for products or services. Working under pressure and adapting to new situations that arose. Established relationships with key clients, while maintaining existing customer base.

Analyzed data to identify trends in customer behavior and develop plans accordingly.

Monitored industry trends and competitor activities to stay ahead of the competition.

Collaborated with marketing team to create promotional materials for target customers.

Managed daily operations of sales department, including supervision of staff members.

Trained, coached, and mentored junior sales personnel to ensure success in their roles.

Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.

Performed sales consultations and educated clients on products and services.

Maintained professional network of potential clients and business opportunities.

Achieved company growth and brand development through market expansion and sales.

Analyzed business and sales targets using critical problem-solving skills. Established new accounts and serviced existing accounts maintaining professional relationships.

Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.

Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.

Executed and created strategic sales plans to expand customer base and extend global reach.

Developed successful strategies and goals to penetrate new territories by assessing competitor offerings and approaches.

Researched and capitalized on emerging opportunities to build business and expand customer base.

Resolved customer complaints regarding sales and service. Coached, developed and motivated team to achieve revenue goals. Directed and coordinated products, services and sales activities. Established ambitious goals for employees to promote achievement and surpass business targets.

Delivered sales presentations focused on offerings and unique advantages Experience

over competitors.

Tracked and analyzed key quantitative metrics and business trends relating to clients and partners.

Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.

Enhanced sales volume through skilled support to both new and inactive customers.

Sprint Waco, TX

Customer Service/Sales Representative

01/2012 - 01/2017

Answered incoming customer calls regarding product questions, sales inquiries, and complaints.

Provided accurate information about products and services. Resolved customer service issues in a timely manner. Processed orders, forms, applications, and requests. Maintained records of customer interactions and transactions. Built sustainable relationships with customers through open communication.

Identified potential opportunities to upsell products or services. Adhered to company policies when dealing with customers. Performed follow-up calls to confirm customer satisfaction with product or service received.

Suggested additional products or services that may benefit the customer's needs.

Provided feedback from customers to management regarding service failures or customer concerns.

Recognized potential areas needing improvement in the customer service process.

Educated customers on product features and benefits. Analyzed trends in consumer behavior and preferences. Ensured compliance with all applicable laws and regulations related to the sale of goods or services.

Answered customer questions about products and services and recommended appropriate solutions.

Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers. Educated customers on product features and technical details to highlight benefits.

Negotiated prices and set up contracts to finalize sales agreements. Generated quotes, processed payments and documented customer communications.

Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.

Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.

Drove increased engagement with productive conversations and ongoing relationship management.

Followed up on leads and pursued appointment opportunities to convert prospects into new customers.

Evaluated benefits for each customer to determine service needs and address concerns.

Handled customer billing errors by researching issues in system and asking detailed questions.

Tracked down sources of special products and services to meet customers' special needs.

Increased customer buy-in of loyalty programs and facilitated smooth signups to support revenue development objectives. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Listened to customer needs to identify and recommend best products and services.

Identified customer needs by asking questions and advising on best solutions.

Greeted and assisted customers to foster positive experiences. Produced sales documents, finalized deals and filed records. Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases. Drove sales of company products and services by meeting with customers using strategic and organized approach.

Operated register, handled cash and processed credit and debit card transactions.

Maximized sales by keeping areas tidy, fully stocked and correctly priced. Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.

Reset store displays for special events and seasonal merchandise changes. J.B. Hunt Equipment Services Dallas, TX

Customer Service/Sales Representative

01/2006 - 12/2012

Answered incoming customer calls regarding product questions, sales inquiries, and complaints.

Provided accurate information about products and services. Resolved customer service issues in a timely manner. Built sustainable relationships with customers through open communication.

Identified potential opportunities to upsell products or services. Adhered to company policies when dealing with customers. Performed follow-up calls to confirm customer satisfaction with product or service received.

Suggested additional products or services that may benefit the customer's needs.

Provided feedback from customers to management regarding service failures or customer concerns.

Compiled reports on overall customer satisfaction. Recognized potential areas needing improvement in the customer service process.

Collaborated with other departments to ensure efficient resolution of customer problems.

Educated customers on product features and benefits. Analyzed trends in consumer behavior and preferences. Maintained an understanding of competitive landscape in order to effectively respond to changing market dynamics.

Answered customer questions about products and services and recommended appropriate solutions.

Educated customers on product features and technical details to highlight benefits.

Negotiated prices and set up contracts to finalize sales agreements. Generated quotes, processed payments and documented customer communications.

Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.

Drove increased engagement with productive conversations and ongoing relationship management.

Generated more than 450 leads per day and pursued appointment opportunities to convert prospects into new customers. Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Maintained strong call control and quickly worked through scripts to address problems.

Evaluated benefits for each caller to determine service needs and address concerns.

Increased customer buy-in of loyalty programs and facilitated smooth signups to support revenue development objectives. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Produced sales documents, finalized deals and filed records. Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits. Followed up on customer inquiries not immediately resolved. Developed strategies for improving the customer experience. D.R. Johnny Howton MD Waco, TX

Medical Receptionist

01/2004 - 01/2006

Greeted and checked in patients, updating patient information in computer system.

Verified insurance coverage for appointments and collected co-payments as required.

Scheduled patient appointments, verifying accuracy of appointment times with providers.

Answered incoming calls, responding to inquiries from patients and other medical offices.

Prepared charts for new patients, ensuring all necessary forms were completed correctly.

Assisted with filing of medical records and documents, maintaining accurate electronic files.

Performed data entry tasks related to billing and collections procedures. Processed referrals for specialist care when requested by physicians or patients.

Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files. Managed office phone lines by checking voicemail, returning calls and directing messages to team members.

Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.

Called patients to confirm scheduled appointments and obtain additional details.

Entered insurance, demographics and health history into patient database. Delivered high-quality administrative and customer service to sustain patient and work flows.

Protected patients by observing strict HIPAA guidelines. Took messages from patients and promptly relayed to appropriate staff. Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.

Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.

Processed patient payments and scanned identification and insurance cards.

Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.

Maintained patient accounts by obtaining, recording and updating personal and financial information.

Informed patients of financial responsibilities prior to rendering services. Adhered to HIPAA requirements to safeguard patient confidentiality. Answered telephones and directed calls to appropriate medical or administrative staff.

Scheduled and confirmed patient appointments and consultations. Communicated with patients with compassion while keeping medical information private.

Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications. Compiled and coded patient information or data in appropriate computer system.

Collaborated with medical scientists to prepare reports, articles or conference presentations.+

Checked patients in and out for appointments and collected co-payments. Straightened up waiting room to maintain neat and organized space. China Spring High School China Spring, TX

High School Diploma

05/2004

Active Listening Skills

Communication Skills

Computer Skills

Customer Service Skills

Interpersonal Skills

Leadership Skills

Management Skills

Problem-Solving Skills

Time Management Skills

Transferable Skills

Results-driven and motivated

Exceed goals and a strong work ethic

Strong self-discipline

Time management abilities

Excellent communication skills, both written and verbal Proficient in utilizing various remote collaboration tools and software Highly adaptable and resourceful

Ability to quickly learn new technologies and adapt to changing work environments Strong problem-solving skills

Detail-oriented and organized

Education and Training

Activities and Honors

National Honor Role Society

Accomplishments

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