Jordan Shiver
Savannah
Summary
Dedicated and highly motivated college graduate with experience in both customer service and direct sales. Strong interpersonal skills, adept problem solver, and quick learner. Currently seeking to contribute my experience and skills to an established business.
Overview
20
20
years of professional experience
Work History
Territory Sales Manager
American Metals Supply, LLC
02.2022 - Current
- Increased sales revenue by developing and implementing strategic territory plans.
- Analyzed sales data to identify opportunities for improvement and implemented targeted action plans accordingly.
- Set ambitious yet achievable sales targets for the territory team; provided motivation through ongoing coaching and guidance towards goal attainment.
- Established strong relationships with key clients, boosting customer retention rates.
- Provided exceptional support to existing customers, leading to increased repeat business and referrals.
- Maintained a deep understanding of industry trends, enabling informed decisions on sales strategies and product offerings.
- Carefully analyzed data to determine most effective sales strategies.
- Enhanced overall market share within assigned region by strategically expanding product range offered.
- Managed sales pipeline effectively by prioritizing high-potential prospects while keeping track of potential opportunities at various stages of development.
- Drove team revenue totals by bringing in top sales numbers.
- Streamlined sales processes, improving efficiency and reducing costs.
- Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Monitored competitor activities within the territory, adjusting sales strategies as needed to maintain a competitive edge.
- Motivated and mentored sales employees to enhance presentation, negotiation and customer relations abilities.
Customer Support Manager
Listen Clear Hearing Aids
03.2016 - 07.2021
- Defined company goals and policies and enforced updates with team of 20+ employees
- Ensured all agents were up-to-date with current products, services and troubleshooting knowledge and collaborated with cross-functional departments, including sales and product management, QA, laboratory sales and marketing
- Managed total department call volume of 40 - 50 per day and coordinated department schedules to maximize coverage during peak hours
- Discovered and resolved complex customer issues negatively affecting business outcomes
- Resolved pricing and database problems quickly to save time and money
- Created and enforced workflow protocols to provide smooth operations
- Collaborated with QA, marketing and sales departments to verify personnel receipt of updated product, service and troubleshooting information
- Educated partners on IT processes while creating technical protocol for functional user and internal partner needs
- Boosted efficiency and employee performance by developing customer service procedures and operational protocols
- Analyzed reports, surveys and vendor relations and improved first call resolution through prompt action
- Strived for continuous improvement by creating weekly status and performance reports and supported senior leadership
- Trained employees on sales techniques, best practices and customer service procedures to minimize process issues
- Handled complex and sensitive client relations and quality control issues, impacting business direction and management positively
- Analyzed product information to verify accuracy while fixing discrepancies and completing timely projects
- Worked closely with sales departments to gain feedback and identify areas to improve support performance and improve sales closure rates
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
Inbound Sales Representative
Listen Clear Hearing Aids
05.2015 - Current
- Responsible for over 150 inbound and outbound calls to potential new customers
- Documenting all sales and efforts and keeping ongoing pipeline of customers, prospects, and leads
- Memorized scripts to achieve easy conversational flow in interactions with potential customers
- Communicating routinely with management providing updates on sales
- Maintaining new relationships through sales support and regular contact with customer service
- Keeping daily reports of inbound and outbound sales efforts as well as new customer status results
Customer Support Specialist
Listen Clear Hearing Aids
11.2015 - 03.2016
- Managed over 100 inbound customer calls daily as well as maintaining 40-60 outbound welcome calls to new customers
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Provided primary customer support to internal and external customers in fast-paced environment
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Compiled customer feedback and recommended service delivery improvements to management
- Maintained up-to-date knowledge of product and service changes
- Met all customer call guidelines including service levels, handle time and productivity
- Cross-trained and provided back up for customer service managers
Administrative Sales Clerk
Old Savannah Tours
01.2013 - 01.2015
- Responsible for direct sales at several tour locations, maintaining excellent customer satisfaction, concierge work, dispatching for trolley drivers, managing and balancing cash register, tracking daily sales records, coordinating with local hotels to maximize tour sales
Computer Lab Monitor, AASU
01.2012
- Responsible for opening, monitoring, and closing the computer lab for students of the Fine Arts School to make it available for use outside of normal class hours
Administrative Assistant
C. Grant Washington, Esq
01.2011 - 01.2012
- Responsible for various administrative duties including answering the telephone, proofreading documents, accompanying Mr
- Washington to court, and transporting legal documents to the courthouse, clients, and other attorneys in Savannah and the surrounding area
Sales and Processing Clerk
HomeGoods
01.2005 - 01.2010
- Responsible for processing and organizing incoming shipments, maintaining clean warehouse and storefront, retail sales, managing cash register, and completing any other assigned tasks as needed
Education
Bachelor of Arts - History
Armstrong Atlantic State University
Savannah, GA2012
Completed most core requirements as well as some Business Administration courses. - undefined
Gainesville State College
Watkinsville, GA2009
Skills
- Administrative duties
- Administrative leadership
- Business Administration
- Closing
- Clients
- Customer satisfaction
- Direct sales
- Dispatching
- Managing
- Organizing
- Product sales
- Retail sales
- Sales
- Sales support
- Sales pitching
Timeline
Territory Sales Manager
American Metals Supply, LLC
02.2022 - Current
Customer Support Manager
Listen Clear Hearing Aids
03.2016 - 07.2021
Customer Support Specialist
Listen Clear Hearing Aids
11.2015 - 03.2016
Inbound Sales Representative
Listen Clear Hearing Aids
05.2015 - Current
Administrative Sales Clerk
Old Savannah Tours
01.2013 - 01.2015
Computer Lab Monitor, AASU
01.2012
Administrative Assistant
C. Grant Washington, Esq
01.2011 - 01.2012
Sales and Processing Clerk
HomeGoods
01.2005 - 01.2010
Bachelor of Arts - History
Armstrong Atlantic State University
Completed most core requirements as well as some Business Administration courses. - undefined
Gainesville State College
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