Results-Driven Inside Sales & Ops Specialist
Resume:
DAWN C. JOHNSON
Yukon, Oklahoma 73099
Phone: 405-***-****
****************@*****.***
PROFESSIONAL SUMMARY
Well respected professional with over 20 years of experience in Inside Sales, Sr Account Manager, & Operations Sales Support experience. I deliver high-quality and consistent services while multitasking in fast-paced business environments. Highly motivated and goal driven individually and in a team environment.
AREAS OF EXPERTISE
Lead Generation
Negotiation Skills
Closing Skills
Troubleshooting & Problem-Solving
Proficient in Salesforce
Proficient in Teams
Proficient in Microsoft (MS Word, Excel, Outlook, & PowerPoint)
PROFESSIONAL HISTORY/EXPERIENCE
COX Communications/Tech Wissen Contractor - Oklahoma City, OK 10/2021 – Present
Operations Sales Support Specialist / Residential Retention / Project PTB Upselling Team
Contracted by Tek-Wissen to work remotely, positioned with Cox Communication, as part of the Sales Operations Support Specialist Team providing support to the Cox Communities Sales organization.
Updating publishing to the Operation Teams, Playbook for future training and team guidance.
Generating Quick Connect tracker, updating property account managers, property management, property name for next tracking cycle.
Updating QC Tracker per team members request, updated to Salesforce QC Account Manager Notes,
and other changes requested by team members.
Processing Yardis, ensuring no lapse in SLA, maintaining the process time frame within 24 hours for MIMOS, processing identifying and processing of small, medium, and large portfolios.
Assisted with restructuring of tracker to provide more accurate processing quality.
Monitoring and directing teams Outlook inbox, designating emails to correct support team to assist or process SRO.
Scrubbing emails and SROs for updated property management, reporting methods.
Identifying and processing conversions to the correct processing method.
Researching seeking up to date account manager, property manager, and property codes for active properties in QC program.
Researching for unit discrepancies, reporting discrepancies, assisting with detail explanations to account managers to relay discrepancies to properties managers.
Assisting with reporting errors, notifiying approporiate party who may assist with correcting such issues.
Completed project of converting team notes from Live QC Sales Team Tracker to Sales Force
Completed project of locating properties unidentified or needing updated.
Assiting team with techniqual issues with Excel, Outlook, and new hires setting up.
Backup team members out on PTO with variety of tasks.
Joined Residential Retention Team in Sept 2024, meeting all expectations, monthly goals, metrics, taking retention calls, saving customers from cancelling services, upselling, and providing necessary promotions when needed.
Joined PTB upselling team February 2025, meeting all expectations, monthly goals, meeting call metrics and SFT goals, receiving inbound calls from residential customers seeking discounts, billing questions, credits, ending call with upselling $5 or more per call averaging 500+ calls per month.
Metro First Realty – Oklahoma City, OK 06/2017 - 5/2019
Administrative Real Estate Assistant
Scheduled showings, closings, inspections and processed contracts.
Frequent audits as needed to maintain current real estate compliance during such transactions and licensing.
Made outgoing calls regarding listings to title companies, realtors, customer. Created, updated, and closed files.
Assisted with day- to-day office needs and supplies.
Daily emails, correspondence to clients, and title companies.
Marketing of new listing and buyers.
Founders Mortgage – Oklahoma City, OK 5/2016 - 4/2018
Regional Marketing Director
·Formally First Mortgage Group, invited to rejoin previous mortgage team, within new office as Regional Marketing Director
·Creating weekly social media campaigns.
·Producing mortgage leads daily.
·Requesting documents and processing mortgage applications.
·Evaluates loan applications and documentation for submission.
·Requesting employment verifications.
·Recruit and supervise marketing staff.
·Maintain daily operations and compliance procedures.
·Formerly First Mortgage, requested to reunited with original team to re-establish the mortgage marketing and create sales team.
·Targeting consumers by designing a multi-pronged and comprehensive marketing strategy.
Dell, Inc. – Oklahoma City, OK 7/2014 - 9/2015
Inside Sales Representative II
·Maintaining business relationship Dell partners, by proposing the suitable hardware or software most suitable for their client business needs. Providing partners with the most recent updates latest versions of products and services beneficial to their clients needs to help assist drive revenue.
·Develop and implemented account plans that were the attainment of critical business objectives.
·Strong knowledge of applicable Dell technology, products, and services and able to identify how these products/services align to partners client needs and drive additional value. Successfully maintained
·monthly and quarterly revenue quotas, maintaining above 100% of target goal.
·Maintain daily metrics of inbound, outbound calls. Maintaining critical 8-hour SLA returning emails requesting quote, process purchase order, question regarding product, or meeting with strategy team to configure system, ranging from 45-65 emails per day.
GC Services - Oklahoma City, OK 11/2009 – 07/2014
Senior Account Representative
·Successfully maintained monthly revenue quota at 100% or above budget.
·Successfully maintained call metrics and email SLA daily.
·Settle mortgage accounts resulting in short sales, loan modifications or payment arrangements
·Maintaining business relationship with customer accounts by generating revenue, monitor short sale procedures and provide monthly reporting. Located all parties of interest in real estate transactions of such property with our client’s lien.
·Review all documents prior to closing for approval to assure maintaining in compliance and collection guidelines with our client and fair lending acts.
·Skip tracing consumers’ employment, residence, and contact information
·Facilitate training of new hires, create incentive programs, review accounts and client specifics to ensure employees maintain compliance.
·Analyzed current programs and training procedures.
First Mortgage Group- Oklahoma City, OK 07/2002 - 11/2009
Regional Marketing Manger
·Target consumers by designing a multi-pronged and comprehensive marketing strategy.
·Analyzed prior marketing strategies, implementing new software, and plans to drive revenue.
·Recruit and supervised marketing and sales staff.
·Producing mortgage leads to a minimum of 4-6 loan officers daily.
·Maintain daily operations and compliance procedures.
·Responsible for payroll, tax documentation, training new hires, providing 1x1 training and corrective. plans to help drive successful outcomes.
·Built relationships with local real estate agents, title companies, appraisers, builders, and local home. show venues to ensure local engagements and referrals.
·Review loan documents assuring in detail, income verification, property details correct, all orders completed, and compliance was withheld to be clear to close.
PROFESSIONAL ACHIEVEMENTS
GC Services - Senior Account Representative of the Quarter 2012 (Q1 and Q3)
GC Services - Senior Account Representative of the Quarter 2011 (Q1)
Dell – Inside Sales Rep II Account Representative of the Quarter 2014 (Q3)
PROFESSIONAL ORGANIZATIONS AND AFFILIATIONS
Yukon and Oklahoma County animal rescues
Yukon Project Graduation.
OK Human Society Foundation
OK Foster Kids Foundation
Oklahoma Food Pantry, Manna Pantry, Discovery Church Pantry
References & Supporting Documentation Furnished Upon Request
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