Leslie Payne
Johnson City
Summary
As a National Sales representative at Synchrony since October 2021, I excel in using technical proficiency and networking abilities to expand merchant partnerships, achieving significant business growth. My adeptness in sales strategy and active listening ensures top-notch merchant service, mentoring team members, and enhancing product knowledge in many industries including: home and auto, e-Commerce, powersports and outdoors. Proven ability to lead sales teams, develop and implement effective sales strategies, and drive merchant satisfaction. Adept at identifying merchant needs, implementing sales plans, and generating new business opportunities. Track record of success in exceeding sales goals and expanding merchant base. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and developing merchant relationships to meet company needs and increase sales.
Overview
19
19
years of professional experience
Work History
National Sales Representative
Synchrony
10.2021 - Current
- Answer inbound calls from both new and existing merchants to explain promotions/processes and build relationships to enroll them as a new merchant or add existing locations and programs for current merchants
- Works effectively in fast-paced environments.
- Make outbound calls to potential merchants to explain the benefits of financing and how our partnership can help grow their business
- Participated in eCommerce pilot program to identify areas of improvement and provide feedback to ensure the merchant has the best experience while onboarding
- Skilled at working independently and collaboratively in a team environment.
- Exhibits proficiency in swiftly mastering new concepts and adapting to diverse circumstances.
- Demonstrates exceptional verbal and written communication abilities with all levels of leadership
- Manages time efficiently in order to complete all tasks within deadlines.
- Maintains high standards of organization and precision to enhance overall productivity.
- Partner with stakeholders to ensure their merchants are taken care of in a timely manner
- Participates in stakeholder meetings to provide feedback regarding campaigns and how to better improve our merchant experience
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Adapts to new technologies and software applications to streamline operations and improve efficiency.
- Demonstrates exceptional organizational skills and attention to detail in all tasks.
- Passionate about learning and committed to continual improvement and growing new programs
- Partner with cross functional teams including onboarding and training to ensure our merchants receive the best communication and smooth experience setting up their merchant accounts
- Trains and mentors team members on best practices, improving team productivity and effectiveness.
- Expands client base by establishing relationships with key decision-makers in target industries.
- Developed long-term partnerships with clients, resulting in repeat business and sustained revenue growth.
- Gaines customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Re engages with merchants who have not yet enrolled or completed the onboarding process to ensure all of their questions have been answered and to better assist them with the onboarding process
- Identifies new business opportunities through cold calling, networking, marketing campaigns and prospective database leads.
- Works abandoned or failed digital applications and contacts the merchant to assist them in completing their enrollment
Sales Executive
E-Payment Solutions
01.2020 - Current
- Developed strategic sales plans to enhance customer acquisition and retention.
- Maintain a book of business for clients across several industries
- Knowledge of diverse credit card programs including e-Commerce and reverse cash discount programs
- Prospecting and enrolling merchants for credit card processing, setting up accounts, and selling/leasing equipment such as clover and other POS devices
- Analyzed market trends to identify new business opportunities and drive revenue growth.
- Build relationships with merchants to ensure accounts stay enrolled and active
- Coordinated efforts with cross-functional teams to ensure effective delivery of tailored payment solutions for clients.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Pitch prospective merchants across multiple industries and provide proposals on achieving the best rates for the merchants while helping them grow their business
- Enhanced sales performance through the development of strong client partnerships and the implementation of targeted sales strategies.
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability.
Escalation Specialist
Citibank
02.2007 - 10.2021
- Led escalation processes (Best in class/Best interest of customer team) to resolve complex customer issues effectively.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Worked with ISM/FSM to ensure merchants were charged the correct rate for promotions. Corrected merchant discount rates on BRP/TORO accounts as well as several auto and retail merchant accounts
- Developed training materials for staff to improve problem-solving skills and efficiency.
- Responsible for a team of 6 out of state employees to train/mentor/provide feedback/conduct quality reviews
- Analyzed trends in escalated cases to identify root causes and implement corrective actions.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Part of quality team to review errors and provide additional feedback for our messaging team
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Worked as Project Specialist to review and re write all template responses for our messaging team to ensure directions were up to date and compliant for the customer.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Participated in many new programs that were implemented including statement conversions from prior banks, email box escalations, automation of online processes through our messaging system
- Received a Citi Star Award for: high productivity, dependable, taking ownership of multiple processes and projects, consistently exceeding individual and team goals, strong communication and organizational skills while also providing the best experience for the customer
Education
Associate of Arts - Digital Communications And Multimedia
Northeast State Community College
Blountville, TN05-2008
Skills
- Sales software proficiency
- Time management
- Attention to detail
- Teamwork and collaboration
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
- Product knowledge
- Analytical thinking
- Client acquisition
- Sales techniques
- Account management
- Cold calling
- Upselling techniques
Timeline
National Sales Representative
Synchrony
10.2021 - Current
Sales Executive
E-Payment Solutions
01.2020 - Current
Escalation Specialist
Citibank
02.2007 - 10.2021
Associate of Arts - Digital Communications And Multimedia
Northeast State Community College