Sales & Customer Experience Leader

JENNIFER BRICE

Sales, Account Management & Customer Experience Leader

Charlotte, NC 704-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Revenue growth starts with relationships.

Sales, account management, and customer experience professional with 15+ years of success strengthening client relationships, resolving complex customer needs, leading service teams, and exceeding revenue and retention goals. Brings a strong background across financial services, environmental services, and retail service operations with proven results in consultative selling, customer advocacy, de-escalation, cross-selling, process improvement, CRM navigation, and team development. Known for combining empathy, business discipline, and data-driven follow-through to improve customer satisfaction, protect compliance, and create service experiences that build loyalty.

CORE COMPETENCIES

Consultative Sales & Client Retention Customer Experience & Service Recovery

Account Management & Relationship Building Revenue Growth, Upselling & Cross-Selling

Financial Services Support & Compliance FDCPA, FCRA & Identity Verification

CRM, Account Tools & Data Analysis Conflict Resolution & De-escalation

Product Knowledge & Customer Education Training, Coaching & Team Leadership

Operations Management & Scheduling Vendor Coordination & Service Standards

CAREER HIGHLIGHTS

Exceeded annual sales targets by 25% by applying targeted sales strategies, proactive outreach, and relationship-focused account management.

Improved client retention by 30% through consistent follow-up, customer education, and tailored solutions aligned to client needs.

Increased average customer spend by 30% by using customer feedback and market insights to identify new product and service opportunities.

Reduced customer complaints by 20% and increased retention by 15% through customer advocacy, de-escalation, and service recovery practices.

PROFESSIONAL EXPERIENCE

Customer Service Agent Synchrony Financial March 2024 – May 2026

Charlotte, NC

Supported Lowe’s and Belk credit card holders in a high-volume financial services environment with a focus on customer care, account accuracy, compliance, and service recovery.

Resolved billing, payment, account access, promotional financing, and digital servicing inquiries while protecting sensitive customer information and maintaining accuracy across multiple account systems.

Applied FDCPA, FCRA, identity verification, privacy, and internal policy requirements when handling account updates, payment research, escalations, and customer disputes.

De-escalated sensitive customer concerns with empathy, professionalism, and clear communication, strengthening customer satisfaction and brand trust.

Educated customers on credit card features, rewards programs, promotional financing, payment options, and account self-service tools to increase engagement and retention.

Navigated CRM and account management platforms to process transactions, update records, troubleshoot access issues, and document customer interactions with precision.

Partnered with internal departments to resolve complex account discrepancies, follow up on escalated cases, and deliver timely customer resolutions.

Senior Business Sales Consultant Republic Services September 2018 – November 2023

Charlotte, NC

Managed business customer relationships, supported revenue growth, and delivered consultative service solutions in a competitive, customer-centric sales environment.

Exceeded sales targets by 20% by developing targeted sales plans, identifying customer pain points, and presenting tailored service solutions.

Built and maintained strong client relationships that increased client retention by 30% and improved long-term account stability.

Improved customer satisfaction ratings by 25% by resolving service issues, setting clear expectations, and coordinating follow-through with operations partners.

Partnered cross-functionally with operations, billing, customer care, and service teams to address customer needs and improve overall service delivery by 20%.

Analyzed customer feedback and market trends to identify upsell and cross-sell opportunities, increasing selling effectiveness by 15%.

Led product knowledge and customer service training sessions that contributed to a 20% improvement in team performance and customer-facing consistency.

Salon Assistant Manager Pigtails & Crewcuts January 2016 – September 2018

Charlotte, NC

Supported daily salon operations, customer experience, staff training, sales performance, scheduling, vendor coordination, and service quality.

Oversaw daily operations to deliver a welcoming client experience, maintain service standards, and support consistent appointment flow.

Implemented staff training programs that improved service quality by 20% and increased customer retention by 15%.

Used customer feedback and market trends to identify retail and service opportunities, increasing retail product sales and service bookings by 25%.

Fostered a positive and inclusive team culture, improving team morale by 30% and reducing staff turnover by 25%.

Optimized appointment scheduling and daily workflow, increasing salon efficiency and customer satisfaction by 20%.

Coordinated with vendors to source high-quality salon products, improving product satisfaction and repeat purchases by 20%.

Maintained compliance with health, safety, cleanliness, and customer service standards.

Salon Manager Great Clips December 2006 – January 2016

Charlotte, NC

Led full-service salon operations with accountability for team performance, customer satisfaction, scheduling, training, and operational standards.

Directed all salon operations while maintaining strong customer service standards, efficient workflows, and a consistent client experience.

Developed and delivered staff training programs that improved service quality by 25% and increased customer retention by 20%.

Resolved customer inquiries and complaints with professionalism, strengthening trust and repeat business.

Used scheduling and performance data to improve appointment efficiency by 30% and increase customer satisfaction.

Cultivated a positive team culture that improved team morale by 35% and reduced staff turnover by 30%.

EDUCATION & CREDENTIALS

Associate of Applied Science in Cosmetology Stanley Community College, Albemarle, NC

Licensed Cosmetologist North Carolina

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