Customer Service Experience

KERI HARPER EDDY

*** ** ******** *****, ******, Iowa 50263

Home and Cell: 303-***-**** Email: ************@*****.***

www.linkedin.com/in/keri-harper-eddy

PROFESSIONAL BACKGROUND

Extensive Customer Service, Sales, Relationship Management and CRM Implementation, Proven Remote work experience and Online Chat Expertise, Sales Force User, Communication and Key Performance Indicators Management

Customer Service

Remote Work Expertise

Sales Force Expertise

Excellent Phone Skills

Online Chat Expertise

TEAMS, AI and CRM

PROFESSIONAL EXPERIENCE

RESULTS CX – 2023-2025

Remote Sales Development Representative

Selected Highlights:

Provide Sales and Customer Service support to Publisher of Higher Education products.

Fulfilled inbound and outbound phone presentations, TEAMS meetings and email sales and Customer Service follow up requirements.

Delivered Team Building and Support work to generate improved KPI success rates.

STORSAFE-2022-2023

Remote Business Development Associate

Selected Highlights:

Administrate CRM Technology including development of business contact lists and sales reporting

Sales and Customer Service inbound and outbound telemarketing and zoom call presentations

Excel Spreadsheet curation and integration into CRM and reporting models

TERM STREET-2019 - 2024

Remote Vice President Client Engagement

Selected Highlights:

Develop CRM technology, extensive client contact Excel spreadsheets and ongoing curation of contact information

Supported owner and sales team to develop sales, communication, CRM content and use standards.

APPLETREE MANAGEMENT GROUP-2017- 2019

Remote Sales and Marketing Consultant

Consultant to the CEO to develop administrative and database design, process development and reporting.

Selected Highlights:

Develop and Manage Marketing Plans and administrative requirements.

Collaborate with CEO to develop marketing materials and web site development and design

Present product to potential buyers and follow up with requested membership information

Page -2-

NATIONAL CORPORATE HOUSING-2015-2016

Customer Experience Director

Recruited to assemble all aspects of organizational customer experience operations including implementation of call analytics and formation of a CRM team. Selected Highlights:

Manage in-depth project budgets and implementation of CRM platform

Travel extensively to guide 28 U.S. Market Offices to lead sales management teams

Develop Customer Experience standards and touchpoints

GRIFFIS RESIDENTIAL – 2011-2014

Director of Customer Experience and Training

Selected Highlights:

Authored, designed, and implemented Training and Coaching programs for Sales, Leasing, Operations, Leadership, Reputation Management, and Brand implementation development teams.

Designed training materials and e-learning curriculum to support an industry leading iPad marketing and sales initiative designed to differentiate the company from the competition and enhance leasing productivity.

Designed customer service metrics to evaluate community standards including e-push materials, marketing content, and management overall property branding visuals.

Accomplished, outcome-driven customer service and relationship manager. Proven ability to establish, meet, and exceed goals within a variety of environments and situations.

ARCHSTONE-SMITH – 1996-2011

Progressed through increasingly responsible positions with multi-family Real Estate Investment Trust (REIT) organization.

Vice President Sales and Customer Service, 1996-2011

Selected Highlights:

Created a world class call center operations model including communication tools, job aids, processes, and recognition programs. Participated in development of industry specific CRM system to capture problem category details and solutions.

Designed and delivered national sales, leasing, maintenance and customer service training, new hire orientation, management development programs, and web-based learning.

Innovated ‘industry-first’ 360-degree customer service call center solution incorporating call center, email, and web-based solutions

Saved company over $2 million spanning 5-year period through ADA risk mitigation efforts; developed and compiled online library of 20 Professional Development Programs and 384 problem resolution letters and related job aids to improve customer experience and communications.

EDUCATION

University of Colorado – Denver, Colorado

BA, Communication, Emphasis on Organizational Development – Graduation – August 2023

GPA: 3.95

AWARDS

“The Archstone-Smith Award, 2005” (Company’s most prestigious award)

Featured in Annual Report, 2004 § “Regional Excellence in Training & Development” 1998

The Griffis Residential “It’s about you” Award, 2014 (Company’s most prestigious award)

Contact this candidate