Customer Service Sales Representative
Resume:
DONTE WEBB THURMAN
SALES REPRESENTATIVE
Resume current as of August, 2024
CONTACT
Donte Webb Thurman
MILWAUKEE, WI 53228
*************@*****.***
PROFILE
Sales and Customer Retention Professional
With a strong background in sales and telemarketing, I have honed my skills in customer retention, upselling, and revenue retention. My experience spans across industries, including my roles at Detroit Industrial Tool and Charter Communications, where I excelled in phone sales and customer service. I have a proven track record of effectively marketing products, such as industrial tools, to customers while maintaining strong relationships and ensuring continued business. My ability to understand customer needs and provide tailored solutions has contributed to my success in retaining revenue and achieving upsell targets. KEY QUALIFICATIONS
I am a dedicated customer service representative
with a proven track record of success in
implementing effective methods and driving
project outcomes. I believe in the power of
knowledge sharing to enhance team performance
and foster a collaborative environment. As a team- oriented professional, I prioritize both customer
service and sales, with a keen eye for detail and a focus on continuous process improvement. I am
also an effective communicator who understands
that clarity is key ensuring that communication is not only technically accurate but also easily
understood by the audience.
EMPLOYMENT EXPERIENCE
DETROIT INDUSTRIAL TOOL
Sales Representative 2000 – 2019
Customer Engagement & Retention: Conducted regular weekly outreach to a protected customer base, effectively marketing new supplies and reselling industrial tools by leveraging insights from previous purchases to meet specific customer needs.
Product Marketing & Upselling: Successfully introduced and upsold new products, enhancing customer value and driving incremental revenue growth through strategic product recommendations.
Business Development & Cold Calling: Initiated cold calls to potential customers, effectively generating new business opportunities and expanding the company’s customer base.
Inbound Sales & Relationship Management: Served as a trusted point of contact for customers who reached out directly to make purchases, fostering long-term relationships and ensuring customer satisfaction. Sales Achievement: Cultivated strong customer relationships, consistently contributing to sales growth and retention by delivering exceptional service and expert product knowledge.
CHARTER COMMUNICATIONS
Customer Service Representative August 2019 – March 2024 Top Performer & Year-End Recognition: Consistently recognized as one of the top agents in the company, earning year-end rewards for exceptional performance in customer retention, upselling, and revenue generation. Customer Retention & Support: Managed inbound calls from customers whose rates increased after promotional offers expired, focusing on retaining customers and preventing cancellations by offering tailored solutions and addressing concerns.
Upselling & Revenue Retention: Upsold additional services and packages to customers, even when they called to reduce their bills for current services, thereby enhancing customer value and increasing revenue. Building Rapport & Customer Trust: Focused on building strong rapport with customers, helping them feel more comfortable and open during interactions, which facilitated smoother resolutions and upselling opportunities.
Competitive Retention: Worked diligently to retain customers, providing compelling reasons to stay and preventing them from switching to competitors.
Relationship Management: Maintained strong relationships with customers by delivering personalized service, helping to sustain long-term loyalty and repeat business.
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