Cathy Brown
Greensboro
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
19
19
years of professional experience
Work History
Medical Product Sales Specialist
Convatec
Bridgewater
03.2021 - 04.2025
- Maintained in-depth knowledge of specific medical products, including their technical specifications, clinical applications, and potential benefits.
- Collaborated with team to exceed sales target goal of 69% retention and a score of 97% Call Quality, consistently meeting and surpassing goals
- Participated in product training sessions to stay current on industry trends and updates
- Administered and training with new hires and provided awareness to presentations or materials for training
- Plan and prioritize time for community volunteer opportunities with employees
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Utilized CRM software to update and maintain customer records accurately and efficiently
- Improved customer satisfaction by resolving issues promptly and demonstrating empathy and understanding
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Listened to customer needs to identify and recommend best products and services.
BDC Automotive Customer Service Agent
Flow Automotive Companies
Winston Salem
01.2017 - 03.2019
- Identifying and qualifying 30 to 60 potential customers daily through various channels, including phone, email, online inquiries, and social media.
- Identifying and qualifying potential customers through various channels, including phone, email, online inquiries, and social media.
- Reaching out to leads to gather information and assess their needs.
- Scheduling appointments for sales and service with potential customers.
- Ensuring that appointments are scheduled efficiently and effectively.
- Handling inbound and outbound calls, emails, and online inquiries from customers 30 to 60 consumers daily.
- Answering customer questions and providing information about the dealership's inventory and services.
- Managing customer interactions to ensure a positive experience.
- Following up with customers who have inquired about vehicles or services.
- Working to recapture declined service customers and drive retention.
- Sending out promotions and relevant information to customers.
- Working with sales representatives to ensure a smooth and efficient sales process.
- Providing support to sales representatives by identifying and qualifying leads.
- Maintaining accurate records of 1,000 customer interactions and leads.
- Analyzing customer data to identify opportunities for improvement.
Customer Service Quality Retention Specialist
Sears Holding Operation Center
High Point
08.2006 - 01.2017
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results to hundreds.
- Improved Customer Retention, handling high-pressure situations with ease
- Processed refunds and exchanges in accordance with company policy.
- Monitored daily a minimum of 30 Calls to ensure Quality providing a positive call center experience and company branding
- Trained agents to be better equipped to handle a wide range of customer issues and provide a high-quality experience.
- Encompassing culture - Shaping Values and Behaviors
Education
DIPLOMA -
Wilbur Cross High
New Haven, CT05.1994
Some College (No Degree) -
Gateway Community College
New Haven, CtSome College (No Degree) -
A&T State University
Greensboro, NCSkills
- Customer service
- Adaptability
- Interpersonal skills
- Training and development
- Relationship selling
Volunteer Experience
- Assisted with special events and programs with the United Ostomy Association.
- Maintained clean, neat, and operational facilities to serve program needs for Back Pack Beginnings in Greensboro, NC.
- Used strong interpersonal communication skills to convey information to others and assisted at Urban Ministries food bank in Greensboro, NC.
- Volunteered at Horsepower Therapeutic Learning in High Point, NC for special events.
Certifications And Awards
- Mixology Certification, 1997, Professional Bartending Institute of Greensboro
- Dreams Come to Life Culture Committee Award, 10/21
- 180 Medical Sales Referral Silver and Gold Award, 03/21
- Servant Leader Champion Award, 10/22
- Convatec Champion Award for Youth Rally, 07/23
Timeline
Medical Product Sales Specialist
Convatec
03.2021 - 04.2025
BDC Automotive Customer Service Agent
Flow Automotive Companies
01.2017 - 03.2019
Customer Service Quality Retention Specialist
Sears Holding Operation Center
08.2006 - 01.2017
DIPLOMA -
Wilbur Cross High
Some College (No Degree) -
Gateway Community College
Some College (No Degree) -
A&T State University