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Am trust Financial (Toco Warranty) (September 2016-September 2019) Account Executive • Inbound/Outbound office responsible for discovering customers’ needs during a meaningful conversation so I can offer an insurance plan that fits their needs. • Brought in over 1.5 million in revenue to date. • Dial over 100 calls daily with a sense of urgency to make sure we can cover our customers • Maintain a high availability throughout the day to handle our inbound volume coming from Tv commercials • Send and respond to emails in a timely manner to build our pipeline and close sales • Preserving the integrity of the company by maintaining a customer centric atmosphere. • Find the best insurance plan to cover their vehicles and intelligently convey that to the customer for successful enrollment • Consultative/Conversational approach, uncover several points to establish rapport, find the need/pain and assume the sale to close. • Been assigned to lead a group of people with the task of preserving the company’s culture, we want to stay small as we grow big. • Intermediate knowledge of Salesforce • Used S.M.A.R.T goal setting to maintain and increase monthly sales • Offered Retention Position in October 2018 • Offered unique solutions to customer who wanted to cancel our monthly subscription. Took complete ownership of account until successfully resolved and saved • Used extreme empathy and customer-centric language to calm and keep customers • Part of team that reaches customers for Google, Yelp, and Glassdoor reviews. Sun Run- (March 2016-Aug 2016) • Sun Run gives a $500 referral bonus • No leads given, all cold canvasing • Use SunRuns app to create leads • Serve as liaison for Sunrun- customer relationship • Sunrun completed fulfillment • Was point of contact for customers’ needs Bank of America (July 2013- July 2015) Preferred Team Manager, Remote/Onsite December 2014-July 2015 • Responsible for helping the Enterprise and Segment strategy be successful thru extensive prescriptive coaching in person or virtually • Leading a team of 15 or more associates to achieving KPI goals through a variety of prescriptive coaching/support • Attained Highest associate satisfaction scores for the entire site/segment every year • Making sure the company vision is understood by everybody by holding weekly team meetings and 1x1 time both in person and virtually. • Always supporting my team on a business and personal level to create a unique and positive culture • Responsible for the creation and execution of our OJT (on the job training) plan • Fully Responsible for the increase in sales (solutions) production for the entire site • Increased site productivity by 20% in two months • Used QA guidelines while call listening to mitigate risk • Part of the interview panel for new hires • Due to my already heavy involvement in the overall success of the site. I was asked to shadow the Segment Leader. • Segment Leader overlooked and guided all managers actions to ensure we were in line with all the company goals, served as the key figure to our entire segment • Helped Manage a remote chat team simultaneously Small Business Relationship Consultant-Deposit, August 2012- July 2013 • Responsible for dealing with new prospects and existing Small Business clients to review the nature of their business and identify solutions that deepen and drive value to the client experience. • Manage both inbound and outbound sales calls with prospects and existing Bank clients with a goal to develop, grow and retain Small Business customer relationships. • Ensure appropriate levels of service are received by customer and that SLAs on referrals are met. • Expected to service as resident expert for Small Business products, services and strategies through the telephone channel. • Responsible for opening deposit accounts, taking credit applications, handling or routing customer service issues, etc. • Focus on identifying and delivering value to add services such as payroll, merchant services, and Small Business credit cards. • Responsible for over bringing in thousands of dollars monthly for our segment. • Ran daily reports and provided coaching for performance, availability, surveys, call handling and leadership. • Received mentoring and coaching from managers in my department to make me a better leader. CreditCardCustomerServiceSpecialist,(April2010-August2012) Pasadena, CA • Responsible for utilizing negotiation and decision-making skills to determine the most appropriate solicitation for each customer while minimizing fraud and maintain customer satisfaction. • Manage incoming calls and develop a rapport to broaden existing relationships. • Exhibited strong sense of Customer Service skills with an emphasis in sales • Ran daily reports and provided coaching for performance, availability, surveys, call handling and leadership • Received mentoring and coaching from managers in my department to make me a better leader. Small Business Specialist-Deposit, October 2008- April 2010 Glendale, CA • Responsible for dealing with new prospects and existing Small Business clients to review the nature of their business and identify solutions that deepen and drive value to the client experience. • Manage both inbound and outbound sales calls with prospects and existing Bank clients with a goal to develop, grow and retain Small Business customer relationships. • Ensure appropriate levels of service are received by customer and that SLAs on referrals are met. • Expected to service as resident expert for Small Business products, services and strategies through the telephone channel. • Responsible for opening deposit accounts, taking credit applications, handling or routing customer service issues, etc. • Focus on identifying and delivering value to add services such as payroll, merchant services, and Small Business credit cards. • Ran daily reports and provided coaching for performance, availability, surveys, call handling and leadership • Received mentoring and coaching from managers in my department to make me a better leader. Volunteer Experience or Leadership Annually Give Food on Thanksgiving since 2014 – have pictures Donate to Homes since 2013 - pictures Give out blankets and care packages throughout the year 01/2018- pictures Marathon water provider- 2007-2008 EDUCATION DEGREE / DATE EARNED California State University, Northridge Fall 2003 – December 2007 Emphasis in Psychology Google Analytics