Customer Service Sales Representative
Resume:
Deborah Wells-Kibby
Gaylord, MI *****
*************@*****.***
As a B2B Account Manager/Sales Executive/Recruiter for twelve years, my focus is on becoming an employee of a company or organization that promotes from within based on merit while continuing to educate its workforce on the latest trends and strategies to remain competitive and a leader in its respective industry.
Authorized to work in the US for any employer
Work Experience
Executive Recruiter/Sr Account Mgr.
The Financial Search Group - Petoskey, MI
June 2020 to Present
As an Executive Recruiter, I focused on soliciting and acquiring the top financial and accounting professionals in their respective field by cold calling and prospecting through Linked In, referrals, running advertising for job position through several large and popular employment sites as well as current candidates looking for a different employer. Responsible to make at least 150 cold calls daily - as well as acquiring one new client that could be introduced and added to several open positions at FSG. Adding to my candidate numbers is one of the major position requirements along with acquiring business partners who needed our agency to assist in finding quality professionals to fill several senior management and executive roles. My firm, FSG, specialized in finding CFO’s, COO’s, CEO’s, Controllers, Accounting Sr. Managers etc…. How new businesses are acquired is through cold calling, referrals, prospecting and from current corporate partners - Within the first month of cold-calling to acquire client’s- I was the top
“acquisitions” recruiter with an average of 12 professionals per week joining our talent pool. We use a CRM for documentation of all recruiting activities ( Salesforce ) Responsible for acquisitions, account management, full sales cycle, prospecting, solution selling, customer service. sales administration and keeping up with the changing recruiting environment thru educational classes offered on line
Account/Sales Manager- Northern Mi
AT&T - Gaylord, MI
February 2017 to June 2020
Responsible for cold calling and soliciting new telecommunication business as well as promoting the full sales cycle - from prospecting to solution selling and utilizing a consultative presentation to new contacts or customers as logged in our CRM platform - SalesForce. I was a part of the new IHX division of AT&T, in which IHX reps were given access to our new customers who had an installation appointment for Direct TV and/or our internet (WIFI). Performed “white-glove exercises”to promote our cell services to potential business client. Dealt with Senior or C-suite management explaining how our business customers get discounts for bundling services as well as free smartphones for opening up a business account with multiple phones - i.e. - different level of discounts - the more new lines of service added; the less money is paid to purchase cell phones. Owned complete sale cycle from prospecting and cold/calling to consultative presentation, and account management and cross selling
• Work in a large territory, which includes businesses and residential customers, and travel directly to the business or customer homes.
• Need to be proficient in AT&T's many different products and services, as well as different phone models and manufacturers.
• Due to the constant change of phone models and manufacturers; monthly educational classes are mandatory and require a grade of 90% or more to pass weekly tests.
• Monthly quotas are met/exceeded and consistently in the top ten percent of new business acquisition and monthly income.
• Utilize many different closing of sales, handling new customers, using public relations, and providing customer service skills as well as many different documentation platforms. Account Executive/Direct Sales Rep
Charter Communications Inc - Gaylord, MI
August 2013 to February 2017
As a Direct Sales Representative, I had a territory that I would cover each month with expected contacts and sale results.
• With over 400 leads each month, I spoke with the decision maker at each business or residence and kept my closing ratio above 35%.
• Besides being responsible for all paperwork, customer service, order entry, and account maintenance
- sales expectations must be met each month for no corrective action.
• In the years that I was with Charter, I always exceeded the minimum requirements and never had any corrective action
• I was in the top 5% of sales each month regionally, and won numerous awards for my sale's numbers
• As a sales representative, you need to be multi-dimensional and successful at being able to anticipate your clients needs while maintaining professional integrity. Account Manager/Sales Representative
Verizon - Gaylord, MI
February 2007 to August 2013
Handled all aspects of customer sale including; presentation and education of customer regarding the correct solutions for their business or home environment, completing all administrative and clerical aspects of contract and warranties, as well as providing excellent customer service and follow up.
• Due to the constantly changing environment of Verizon's products, I would have to be current on all aspects of communication technologies as well as being able to demonstrate and problem solve for my clients.
• Responsible for heading several divisions within the retail sales environment: responsible for NPS, which was an evaluation of how well a rep handled a customer inquiry or how well the customer felt their needs were met.
• Consistently kept our store above the minimum of 30% success rate and led the NPS score numerous times throughout the midwest area.
• Rated as a top performer and leader in sales while also selling with integrity.
• Top sales representative in the Midwest area for countless months - rewarded every year of my career with Verizon by winning the coveted sales "Big Dog" award.
• Consistently above 175% of sales quota
• Displayed a positive, highly-engaging team player mentality and was consistently praised by clients and higher management for helpful outlook
Wraparound Facilitator
Coastal Empire Community Mental Health Center - Beaufort, SC March 2003 to September 2005
As a wraparound facilitator for Coastal Empire CMH, my responsibilities were geared towards the wrap- process: wraparound provides a comprehensive, holistic, youth and family-driven way of responding when children or youth experience serious mental health or behavioral challenges. Wraparound puts the child/youth and family at the center. With the support of a team of professionals and “natural” supports, the family’s ideas and perspectives about what they need and what will be helpful drive ALL of the work in wraparound. The young person and their family members work with the wrap -facilitator to build their wraparound team - which can include the family’s friends and people from the wider community, as well as providers of services and supports. With the help of the team, the family and young person take the lead in deciding team vision and goals, and in developing creative and individualized services and supports that will help them achieve the goal and vision. Team members work together to put the plan into action, monitor how well it’s working, and change it as needed. Hence: the wrap facilitator establishes relationships and communicates with clients, caseworker(s), probation officer, family members, and staff. Responsible for coordinating initial meeting with the child and family to complete intake packet and all necessary assessments (CANS) within 7 days of the referral Facilitated the development of an “Individualized Plan of Care” for each child that includes clear needs statements, strength-based strategies and outcomes that are measurable and specific within 14 days of authorization.
Works with child and family teams to develop a crisis plan to ensure the safety of the child, family and community.
Meets face-to-face with clients in their own home for provision of all services continually. Wraparound Coordinator
Treatment and Training Innovations - Flint, MI
March 2001 to March 2003
As stated in my previous employer, I was employed as a Wraparound Coordinator for TTI, which was subcontracted by Genesse County CMH to provide Wraparound services to its referrals and recommendations
The previous employment description of what Wraparound IS and DOES explains my role and responsibilities: facilitated the development of an Individualized “Plan of Care” for each child that includes clear needs statements, strength-based strategies and outcomes that are measurable and specific within 14 days of authorization.
• Works with child and family teams to develop a crisis plan to ensure the safety of the child, family and community.
• Meets face-to-face with clients in their own home for provision of all services continuously
• Coordinates initial meeting with the child and family in order to complete intake Packet and all necessary assessments (CANS) within 7 days of referral Education
Bachelor's in Multidisciplinary Social Science/Business Admin. Michigan State University - East Lansing, MI
September 2000 to May 2005
Skills
• Account Management
• Business Development
• Management
• Salesforce
• Cold Calling
• Sales Management
• Vehicle Maintenance
• Microsoft Office
• Direct Sales
• B2B Sales
• Outside Sales
• Recruiting
• Negotiation
• Branding
• Order Entry
• Public Relations
• Customer Relationship Management
• Inside Sales
• Strategic Planning
• Documentation review
• Behavioral health
• CRM Software
• Digital Marketing
• Presentation Skills
• Product Development
• Profit & Loss
• Microsoft Excel
• Territory management
• Cognos
• Sales
• Customer service
• Time management
• Computer literacy
• Relationship management
• Marketing
• Microsoft Powerpoint
• Supervising experience
• Quality Assurance
• Manufacturing Experience (5 years)
• Logistics and supply chain (5 years)
• ERP systems
• Problem-solving
• Flexibility
• Team Work
• Reliability
• Forecasting
• Tableau
• Pricing
• Data Warehouse
• Process Improvement
• Business Analysis
• Enterprise sales
• Business Intelligence
• Analytics
• Microsoft SQL Server
• Microsoft Word
• Telemarketing
• Microsoft Outlook
• SaaS
• Project management
• Fundraising
• Oracle
• SAP
• English
• Memory care
• Eclipse
• HubSpot
• Google Suite
• Requirements Gathering
• Agile
• Web Services
• Test Cases
• Business Requirements
• Sourcing
• ATS
• Leadership
• Upselling
• LMS
• Food service
• Hospitality
• Analysis skills
• Content marketing
• SQL
• Environmental services
• Assembly
• Product demos
• Contracts
• Learning technology
• Communication skills
• Contract negotiation
• Organizational skills
• Outbound sales
• Technology sales
• Project management software
Assessments
Customer service — Expert
October 2020
Identifying and resolving common customer issues
Full results: Expert
Outside sales — Highly Proficient
October 2020
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Highly Proficient
Management & leadership skills: Planning & execution — Highly Proficient November 2020
Planning and managing resources to accomplish organizational goals Full results: Highly Proficient
Inside sales — Expert
November 2020
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Expert
Customer focus & orientation — Highly Proficient
November 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Case management & social work — Highly Proficient
October 2020
Prioritizing case tasks, gathering information, and providing services without judgment Full results: Highly Proficient
Construction safety — Highly Proficient
November 2020
Using safe practices while on a construction site
Full results: Highly Proficient
Management & leadership skills: Impact & influence — Highly Proficient November 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Highly Proficient
Supervisory skills: Motivating & assessing employees — Expert March 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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