Service Representative Customer

CASEY CRUZ

480-***-**** ************@*****.***

PROFESSIONAL SUMMARY

More than 9 years of successful sales experience in a dynamic, fast – paced environment. Accomplished measurable results to include prospecting and expansion. Possess a comprehensive background in Business Development, Medical Device Sales, Information Technology Sales, and Business Analysis. Recipient of multiple awards for outstanding sales performance and professionalism.

Financial Investment B2B Sales Risk Management

Training

Career Development

Process Improvement

Quality Control

Organization/Communication

Technology Sales & Support

PROFESSIONAL EXPERIENCE

Nextiva (December 2020 – Present) Regional IT Escalations Manager

Provide proactive monitoring and customer escalation management in support of cloud and product needs

Coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity

Lead improvements by developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction

Review and identify root cause for all escalated service requests and use this information to improve and streamline processes within the service delivery teams

Drive business development and revenues within the assigned account scope JP Morgan Chase (December 2019 – December 2020) Advisory Development Program

SIE (Securities Industry Exam) certified

Studied for series 7 license

Yelp – Phoenix, AZ (Sep 2019 – December 2019) Account Executive

Managed a pipeline of clients through CRM (Salesforce)

Coached, develop and motivated team of reps to become top achievers and future leaders

Account management building relationships in assigned sales territory by driving sales to expand services

Analyze sales reports and customer trends to proactively identify and capture opportunities

Facilitate resolution of customer issues by collaborating with other business functions American Express, Phoenix, AZ (Jun 2015 – Aug 2019) Customer Service Representative

Promoted first in class to Academy role, then Champion role and nominated as Sales Captain

Consistently surpassing 4000 points/mo. Ranked #1 in value generation in Home Base Servicing – average 1100

Initiated peer to peer coaching which produced increased sales up to 30%

Average 80 calls/day by addressing customer inquiries, solving problems, and providing new product information to increase new spend and revenue

Developed reputation as an efficient service provider with high levels of accuracy – 100% compliance Senior Commercial Payments Consultant

#1/500 in the stack rank for my department achieving highest award level (Centurion Status)

Acquired over 2.1 million dollars in new spend by gaining commitment from clients in Q4 hitting 259%

Expanded a portfolio of clients ranging from 4 – 10 million in business revenue

Excellent knowledge of Corporate, Open, FXIP, and Concur products--captured business from competitors

Signed over 450 new accounts in 1 year as a Top Client Acquisition business consultant

Averaged >100 daily outbound sales calls; consistently hit >45 hrs/mo to business owners across all verticals

Surpassed monthly goals out of the entire department

Engaged customers & sold American express services and solutions with integrity to drive new booked charge volume

Effectively identified my client’s needs through an in-depth analysis of their business priorities

Trained new hire classes and coached business consultants’ best practices Aesculap – Phoenix, AZ (Aug 2013 – Jun 2015) Sales Representative Responsible for initiating new business and working with existing accounts in the Arizona territory

Exceeded monthly sales goal of 175k by hitting $205k monthly

Created sales opportunities by educating customers on patient safety (Continued education curriculums)

Produced detailed account profiles, status updates, and competitive information

Reenergized a dormant account by generating $80k in two months

Converted multiple medical facilities through cost saving initiatives that led to Aesculap conversions

Captured additional market share from competitors through a variety of product lines and services EDUCATION

University of Northern Colorado (UNC). Earned full ride scholarship in Athletics, B.A. in Communications – May 2012 Co-Founded Grit Athletics; a wrestling program that taught technique, discipline and life goals to ages 6-18yrs old (2009-2012)

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