Results-Driven Sales & Customer Experience Leader

Stephen Cox

Boise, ID 208-***-**** *.*****@*****.***

Results-driven sales and customer experience professional with extensive experience in consultative sales, account management, and performance analysis across finance, telecommunications, and customer service environments. Proven track record of exceeding sales targets, expanding client relationships, and delivering data-driven insights to improve revenue and operational performance. Experienced in training and coaching teams, monitoring quality standards, and enhancing customer satisfaction through effective communication and problem resolution. Adept at building long-term partnerships, analyzing performance metrics, and collaborating cross-functionally to drive business growth and service excellence. SKILLS

Consultative Sales Account Territory Management B2B Relationship Development Revenue Growth & Quota Achievement Customer Retention Upselling Data Analysis CRM & Sales Pipeline Management Quality Assurance Performance Monitoring Sales Presentations Product Demonstrations Training & Staff Development Cross-functional Collaboration Customer Experience Management EXPERIENCE

Sales Specialist 06/2024 – 02/2026

American Credit Acceptance Meridian, ID

• Grew territory revenue by developing and managing relationships with automotive dealership partners and driving increased loan volume

• Prospected and onboarded new dealership accounts, expanding market penetration and strengthening the dealer network

• Delivered consultative sales presentations and training to dealership owners, managers, and finance teams on financing programs and deal structuring

• Analyzed dealer performance data to identify growth opportunities and improve approval rates and funded deals

• Collaborated with underwriting and operations teams to resolve funding issues and ensure efficient loan processing and dealer satisfaction

Virtual Retail Sales Specialist 09/2017 – 04/2024

T-Mobile Meridian, ID

• Consistently exceeded monthly sales quotas by recommending customized wireless plans, devices, and accessories based on customer needs

• Delivered consultative sales experiences through live product demonstrations and education on smartphones, service plans, and network features

• Built strong customer relationships that drove repeat business, upgrades, and positive customer satisfaction scores

• Leveraged promotions, bundled services, and add-on products to maximize revenue per customer and increase attachment rates

• Maintained expert knowledge of wireless technology, devices, and service offerings to provide accurate recommendations and close sales effectively Quality Assurance Analyst 01/2016 – 08/2017

Sykes Enterprises Boise, ID

• Evaluated customer service calls and interactions to ensure compliance with quality standards, client requirements, and operational procedures

• Delivered training for new hires and existing agents on systems, call handling techniques, and customer service best practices

• Provided one-on-one coaching and performance feedback to improve agent quality scores, compliance, and customer satisfaction

• Analyzed QA data and performance trends to identify improvement opportunities and recommend corrective action plans

• Partnered with team leaders and operations management to align quality initiatives with team KPIs and service goals

Travel Agent 04/2007 – 01/2016

Connexions Travel Boise, ID

• Delivered high-quality customer support by assisting travelers with reservations, itinerary changes, and loyalty program inquiries

• Resolved complex travel issues including cancellations, schedule changes, and booking discrepancies while maintaining high customer satisfaction

• Utilized reservation and CRM systems to manage bookings, update customer information, and document service interactions accurately

• Educated customers on travel options, loyalty rewards, and program benefits to enhance overall travel experience and retention

• Consistently met or exceeded performance metrics including call quality, resolution time, and customer satisfaction scores

EDUCATION

A.A., Business Management

University of Oregon Eugene, OR

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