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sales supervisor resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Team-oriented Sales Supervisor with experience handling issues with poise. Enthusiastic personality, strong work ethic and background mentoring team members in selling techniques. Deep knowledge in marketing and customer service.

Skills
  • Shrinkage Control
  • Sales Team Oversight
  • Report Writing and Budgeting
  • Analyzing Data
  • Tracking Sales Metrics
  • Training Staff
  • Sales Strategies
  • Complaint Resolution
Experience
12/2015 to Current
Sales Supervisor Bob's Discount Furniture Worcester, MA,
  • Generated effective sales strategies and taught new employees company's procedures and policies.
  • Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
  • Managed sales team of 18 sales agents, setting performance goals and strategies for attaining objectives.
  • Exceeded targeted goals and quotas through upselling and strategic customer cultivation.
  • Supported business performance targets to drive improvements in sales and customer satisfaction levels.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Recognized employee skill lags and closed gaps with enhanced training and personal mentoring.
  • Promoted key products and features to customers to generate interest and drive revenue growth.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Planned staff and training meetings and scheduled conference rooms.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Motivated and promoted team employees from within for key leadership roles.
12/2008 to 12/2015
Retention Supervisor Marriott International South Burlington, VT,
  • Managed a team of retention specialists to increase length of stay.
  • Implemented creative solutions to deal with special circumstances.
  • Obtained and examined relevant information to validate customer complaints and determine possible causes.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Fostered relationships with customers to expand customer base and retain business.
  • Monitored customer order process and addressed customer issues.
  • Adhered to company initiatives and achieved established goals.
  • Leveraged CRM system to manage sales activities and track sales performance.
  • Re-established customer's faith in company by providing best retention offers available.
  • Delivered exceptional customer service by patiently listening to customer concerns or complaints.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Compiled all calls and interactions into computer data system.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Delivered constructive call process feedback.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Developed quality assurance standards and established targets for all staff.
  • Set and managed performance benchmarks for call center employees.
12/2005 to 12/2008
Weight Loss Coach Marriott International Southaven, MS,
  • Apply strong nutritional knowledge to individualized, proactive lifestyle guidance for customers as it relates to the Nutrisystem program.
  • Handled escalated customer calls.
  • Coordinated in putting together new hire training material for new employees.
12/1997 to 12/2005
Retention Supervisor Capsule Communications City, STATE,
  • Adhered to scripted responses and standardized plans to address problems.
  • Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
  • Explained new products and services to customers.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Referred unresolved customer service issues to designated departments for investigation.
  • Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
Education and Training
Expected in 05/1992 to to
Bachelor of Arts: Broadcast Journalism
Penn State University - State College, PA,
GPA:

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Resume Overview

School Attended

  • Penn State University

Job Titles Held:

  • Sales Supervisor
  • Retention Supervisor
  • Weight Loss Coach
  • Retention Supervisor

Degrees

  • Bachelor of Arts

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