KURSHAWN FRIERSON
Durham
Summary
Highly driven and goal-oriented professional with extensive experience in consultative sales, high-stakes customer resolution, and operational efficiency across telecommunications, retail, and technology sectors. Proven ability to meet and exceed performance metrics, grow client bases, and quickly master new systems to deliver exceptional customer value and improve organizational processes. Seeking a position to leverage skills in technology, problem-solving, and relationship management.
Overview
17
17
years of professional experience
Work History
Customer Resolution Specialist
Chime Solutions Inc.
03.2022 - 01.2024
- Impactful Success: Revamped the approach to complex customer issues by instituting a "Next Call Prevention" protocol and rigorously documenting advanced solutions in the knowledge base.
- Value Delivered: Improved First Call Resolution (FCR) by 18%, resulting in an estimated $5,000 monthly cost reduction from reduced call volume and an efficiency gain of 12% in average handle time.
- Managed the entire client interaction process, focusing on clear, confident communication and achieving full resolution with a focus on first-call prevention.
Consultative Sales/Account Growth
Charter Communications
11.2020 - 02.2022
- Impactful Success: Addressed stagnating growth by developing an innovative consultative sales approach, conducting in-depth needs assessments to customize telecommunication solutions for new accounts.
- Value Delivered: Grew the client base by 25% within the first 12 months, generating an estimated $50,000 in new annual recurring revenue (ARR) by effectively upselling integrated service packages.
- Consistently exceeded client expectations and demonstrated dedication to a consultative sales position and innovative thinking.
Remote Metrics Specialist (Assumed)
IQOR
07.2019 - 10.2020
- Impactful Success: Solved the challenge of maintaining peak productivity in a remote setting by independently developing a rigorous personal workflow and sharing organizational best practices with colleagues.
- Value Delivered: Consistently achieved top 5% metrics for quality assurance and output among a large team of colleagues, contributing to a team-wide efficiency increase of 5% in processing speed.
- Demonstrated the ability to work effectively in a team environment while maintaining high independent performance and consistent metric delivery.
Sales Advisor
Best Buy
04.2017 - 06.2019
- Impactful Success: Resolved high product return rates stemming from customer misinformation by leveraging deep product knowledge to provide comprehensive, tailored technology solutions and future-proofing recommendations.
- Value Delivered: Achieved "Top Performer" status quarterly (top 10% of advisors), directly linked to achieving 115% of the quarterly revenue goal and a 5% reduction in post-sale product returns for my customer segment.
- Used internal resources to go beyond customer expectations, advising on high-value electronics and technology.
Sales Consultant
HHGREGG
04.2014 - 10.2015
- Prioritized work ethic and a customer-focused approach, developing strong relationships to ensure end-to-end customer needs were met as a trusted advisor.
Sales Associate (Electronics)
Sears
07.2013 - 03.2014
- Impactful Success: Increased sales conversion by shifting from transactional selling to educational sales, simplifying complex electronics choices for customers.
- Value Delivered: Increased average order value (AOV) in the electronics department by an estimated 15% over the department average by effectively cross-selling complementary products.
- Maintained positive customer relationships and delivered a positive shopping experience.
Sales
Radio Shack
08.2011 - 08.2012
- Impactful Success: Improved store efficiency by taking the initiative to re-organize and streamline the inventory stocking process and product displays.
- Value Delivered: Reduced average item retrieval time by 40 seconds, contributing to higher sales volume and faster customer service.
- Kept up-to-date with a vast array of technology products and managed product stocking.
UPS (Warehouse)
06.2010 - 05.2011
- Executed fast-paced logistics duties including sorting, labeling mail, and loading/unloading trucks.
Hollister (Retail Sales) & Wendy’s (Cashier)
01.2007 - 01.2009
- Developed strong positive attitude, service, and time management skills.
Education
2-Years Transfer -
Durham Technical Community College
Durham, NC01.2012
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South Carolina State University
Orangeburg, SC01.2010
Diploma - undefined
Hillside High School
Durham, NC01.2009
Skills
- Category Skills and Proficiencies
- Sales & Client Management Consultative Selling, Needs Assessment, Achieving Quota (115%), Remote Teamwork, Goal Setting, Consumer Behavior Analysis
- Technical & Software Microsoft Office (Word, Access, Excel), Windows, Mac, Linux, CRM Software (Assumed), Software/Hardware Installation
- Customer Service First Call Resolution (FCR), Next Call Prevention, Complex Issue Resolution, Customer Advocacy, Empathy, Time Management
- Operations Inventory Management, Sorting & Labeling, Process Streamlining, Workflow Optimization
- Export to Sheets
Timeline
Customer Resolution Specialist
Chime Solutions Inc.
03.2022 - 01.2024
Consultative Sales/Account Growth
Charter Communications
11.2020 - 02.2022
Remote Metrics Specialist (Assumed)
IQOR
07.2019 - 10.2020
Sales Advisor
Best Buy
04.2017 - 06.2019
Sales Consultant
HHGREGG
04.2014 - 10.2015
Sales Associate (Electronics)
Sears
07.2013 - 03.2014
Sales
Radio Shack
08.2011 - 08.2012
UPS (Warehouse)
06.2010 - 05.2011
Hollister (Retail Sales) & Wendy’s (Cashier)
01.2007 - 01.2009
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South Carolina State University
Diploma - undefined
Hillside High School
2-Years Transfer -
Durham Technical Community College