LAUREN D. SUTHERLAND
Kingsport
Summary
Enterprising Sales Development Representative with vast experience in sales and customer service. Expert in developing sales strategies and techniques and using CRM systems. Focuses on identifying new sales opportunities to increase customer retention.
Personable and highly motivated, bringing in-depth understanding of customer needs and effective communication skills.
Overview
13
13
years of professional experience
Work History
Sales Development Associate
SelectQuote
07.2024 - Current
- Implemented innovative lead generation techniques to grow the company''s prospect database.
- Negotiated favorable contract terms with clients, securing profitable deals for the organization.
- Increased sales leads by proactively identifying and targeting new business opportunities.
- Generated high-quality leads through targeted email marketing campaigns.
- Streamlined sales processes, resulting in increased efficiency and productivity.
- Pre-screened leads in a timely manner and connected to sales agents for further assistance with policies.
Sales Professional/Product Specialist/Customer Relations Manager
Johnson City Acura Mazda
05.2021 - 05.2023
- Reviewed customer needs and allocated assets to engage with customers and meet current requirements
- Used CRM system to track client activity, produce reports and manage pipeline
- Monitored customer financial performance and industry trends to determine credit exposure risks and pricing requirements
- Leveraged centers of influence to identify and develop profitable new client relationships
- Managed data entry to keep track of sales in reference to the source of profit
- Automotive Sales
Internet Sales Manager
Grindstaff Kia
02.2020 - 04.2021
- Generate quotes for clients and help close sales with strong communication and consultative abilities
- Track sold vehicles and identify trends to improve sales strategies
- Answer incoming sales appointment calls using prepared scripts to effectively manage expectations and convert leads
- Schedule 50+ appointments per month and consistently meet quota in sales
- Follow up with submitted inquiries within 10 minutes during business hours and also made sure inquiries were answered as soon as possible outside of business hours
- Build strong rapport with clients to build a base of referrals to establish customer network
- Other duties determined by management
- Confirmed appointments
- Test drives, vehicle walk-arounds, and close deals
- Work directly with employees and clients to develop relationships and help bridge disconnects in the sales process via online
- Experience in CRM and other systems
- Professional appearance and work ethic
- Use other platforms for networking with dealership
Sales Professional
Kay Jewelers
04.2019 - 02.2020
- Opening and closing store
- Responsible for delivering and making deposits/change orders for store
- Consistently met sales quotas month to month
- Working with team to meet segments/quotas in a timely manner
- Focusing on sales and the customer sales experience
- Coaching associates, making sure visual standards are correct at all times
- Also responsible for merchandising, and filing all other paperwork for the store
- Answered customer questions about product availability and shipment times
- Engaged customers and built connections to drive long-term sales
- Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale
- Generated sales leads by networking on all available platforms
- Cold called prospective customers
Customer Service Representative
Citibank
03.2016 - 04.2019
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Monitors and resolved customer issues in timely manner
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
- Answered incoming calls and assisted customers with questions
- Worked in multiple systems at once to assist customer
Customer Care Representative
Sprint
10.2014 - 02.2016
- Responded to customer questions and complaints and documented consumer communications
- Processed customers' product orders in collaboration with third-party fulfillment vendor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Consistently met identified team and client performance metrics, goals, and deadlines
- Responded to questions and followed up on customer interactions
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues, and boosting customer loyalty
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs
- Provided customers with product and service information
- Updated accounts with customers' current personal and purchasing information
- Engaged with customers to understand and resolve issues and answer product questions
Sales Professional
Bill Gatton Acura Mazda
01.2012 - 04.2013
- Entered, updated, and maintained daily activity and prospect information
- Sold both new and used vehicles
- Built rapport with customers to create long term sales and relationships
- Test drives, vehicle walk-arounds, and closed deals
- Sold 10+ cars a month
- Cold called prospective customers
- Thorough knowledge of vehicles selling
Education
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Sullivan North High School
Kingsport, TN05.2007
Skills
- Sales
- Lead prospecting
- Social media marketing
- Customer relations
- Motivation
- Creative thinking
- Team building and leadership
- Cold calling
Timeline
Sales Development Associate
SelectQuote
07.2024 - Current
Sales Professional/Product Specialist/Customer Relations Manager
Johnson City Acura Mazda
05.2021 - 05.2023
Internet Sales Manager
Grindstaff Kia
02.2020 - 04.2021
Sales Professional
Kay Jewelers
04.2019 - 02.2020
Customer Service Representative
Citibank
03.2016 - 04.2019
Customer Care Representative
Sprint
10.2014 - 02.2016
Sales Professional
Bill Gatton Acura Mazda
01.2012 - 04.2013
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Sullivan North High School
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