Data Entry Customer Service

Nyagai Malual

Sales Leader

Alexandria, VA ***** ********@*****.*** 720-***-****

Results-focused, methodical professional with a broad background in instituting consistent, quality directions to influence constancy of operational success. Enthusiastic worker with motivation to further career across tech start-up companies while capitalizing on progressive grasp in B2B/B2C sales enablement, proficiency in client/customer service, and increasing management experience.

Reliable strategic-thinker with a proven track record of significantly impacting excellence levels by integrating an utmost focus on amplifying profitability metrics, strengthening team performance, incorporating mentorship/training efforts, and adhering to industry best practices.

Service-driven lead who possesses a profound talent to support clients or customers, develop relationships, and translate technical terms into non-technical terms while showcasing a commitment to improving service quality for satisfaction, retention, loyalty, and success.

Flexible individual who can thrive in a challenging, fast-paced environment while retaining a calm demeanor in meeting tight deadlines through the enforcement of analytical problem-solving skills, strong organizational skills, robust attention to detail, and an assertive work ethic.

Engaging person who can lead and provide training to a high-performing team, coordinate with internal stakeholders and influencers, and collaborate with internal/external partners using excellent interpersonal communication skills, a good sense of humor, and a positive outlook.

Core Competencies

Strategy Planning & Implementation

Direct Sales Management

Client/Customer Service & Support

Client/Customer Success

Client/Customer Needs Analysis

Revenue Maximization & Cost

Reduction

Product & Service Management

Budgeting & Forecasting

Business Analysis

Key Performance Indicators & Metrics

Marketing Management

Event & Special Project Management

Data Entry & Confidentiality

Risk Management

Workflow & Process Management

Regulatory & Policy Compliance

People Management

Relationship Management

Performance Management

Employee Engagement & Training

Cross-Functional Collaboration

Written/Verbal Communications Skills

Reporting & Presentation Skills

Multitasking & Prioritization Skills

Automation/Technical Acumen

Software: Salesforce CRM Adobe Java Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Others: Agile Delivery Professional Work Experience

State Farm Insurance, Alexandria, VA Jun 2020 – Present Insurance Sales Lead

Carry out an essential role in delivering leadership to agents, including team members, through routine call mentorship, on-site visits, and weekly product/system education while emphasizing strict alignment with the institutional guidelines, requirements/specifications, and policies.

Prioritize mapping out factors for agents and team members to steer growth; acquire and maintain a 45%+ increase in revenue.

Aid agents in the fulfillment of the hiring process for team members while handing over constructive feedback and initiating training activities, discussing obligations/expectations, and sales strategies, to ascertain day-to-day efficiency.

Fair Incorporated, Vienna, VA Aug 2019 – Feb 2020 Customer Success Manager

Nyagai Malual Page 2

Arlington, VA 20301 ********@*****.*** 720-***-**** Supplied all-encompassing leadership to a team consisting of ten (10) employees within a start-up tech company for the attainment of the highest ranking in customer/client service and profitability while coordinating with the Regional Manager for direct reports per directives.

Commanded the oversight of up to 230+ lot inventory and car inspections to safeguard compliance with the business standards.

Engaged with employees through regular huddles to evaluate goals, convey expectations, and uphold morale for optimal performance.

Interacted with intercultural customers/clients while obtaining feedback on experience to augment service quality. Professional Work Experience (continued)

US Bank, Denver, CO Aug 2016 – Aug 2019

Customer Success Team Manager

Spearheaded a team of twenty (20) representatives through motivation, leadership, and guidance for the achievement of monthly sales quotas while governing employment decisions, centralizing performance standards, facilitating mentorship, and conducting performance assessments.

Navigated the fulfillment of budget analysis, report generation, and ad-hoc obligations from partners/seniors to drive productivity.

Actively fostered harmonious relationships with the management and team to distinguish, escalate, and mitigate operational risks.

Liaised with the team, including the engineering department, to improve and launch banking product features for competitiveness.

US Bank, Denver, CO Oct 2015 – Aug 2016

Personal Banker

Administered the deliverance of daily banking and financial services assistance to over twenty (20) clients by serving as a primary point of contact for inquiries while providing account/portfolio information in accordance with the standard protocols, regulatory procedures, and set processes.

Strategically garnered high satisfaction metrics and positive feedback from diversified clients by building a trusting rapport with them through comprehensive attention to financial matters while exemplifying a professional demeanor during the communication process.

Entrusted for the Credit Card Advisor role through a promotion due to performance recommendation while handling over fifty

(50) calls per shift, understanding concerns, and presenting financial options through upsell to cultivate a smooth flow of operations.

Rendered extensive assistance in forging a conducive and positive workplace environment to contribute to institutional potency. Education

Bachelor's Degree in Criminal Justice

Metro State University, Denver, CO

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