Anna Lawrence
Hamilton,WKO
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
27
27
years of professional experience
Work History
Sales Representative
Nelson Cengage
01.2008 - Current
- Developed and maintained strong relationships with key clients to drive customer loyalty.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Built relationships with customers and community to promote long term business growth.
- Collaborated with marketing teams to create targeted sales campaigns enhancing product visibility.
- Analyzed sales data to identify opportunities for upselling and cross-selling products effectively.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Sales Representative
Wheelers
01.2006 - 01.2008
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Participated in trade shows and conferences to network and generate leads.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Exceeded sales targets through effective planning and goal setting.
- Identified and tapped into new markets, significantly expanding customer base.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed and maintained strong relationships with key clients to drive customer loyalty.
- Expanded customer base through cold calling, networking, and relationship building.
- Built relationships with customers and community to promote long term business growth.
Sales Representative
Richmond Healthcare
01.2003 - 01.2006
- Conducted market research to identify emerging trends and inform sales strategies for competitive advantage.
- Drove initiatives that resulted in enhanced customer service practices, improving overall client satisfaction ratings.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Fostered collaborative environment, sharing best practices among sales team.
- Increased market penetration with introduction of innovative sales tactics.
- Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Informed customers of promotions to increase sales productivity and volume.
- Achieved or exceeded company-defined sales quotas.
- Presented professional image consistent with company's brand values.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Kept detailed records of daily activities through online customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Exceeded sales targets through effective planning and goal setting.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed and maintained strong relationships with key clients to drive customer loyalty.
- Expanded customer base through cold calling, networking, and relationship building.
Franchise owner
Meticulous Maids
01.1999 - 01.2001
- Trained and mentored staff on cleaning protocols and customer service excellence.
- Developed and implemented operational strategies to enhance service delivery and customer satisfaction.
- Managed scheduling and resource allocation to optimize workforce efficiency.
- Established strong relationships with clients, fostering loyalty through exceptional service delivery.
- Managed daily cash flow effectively while adhering to company guidelines on deposits, expenditures, account reconciliations.
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Recruited and trained high-quality staff, resulting in increased customer satisfaction and loyalty.
- Oversaw payroll, business planning and marketing for franchise operations.
- Calculated and submitted on-time and accurate royalty payments to corporate office to maintain franchise in good standing.
- Handled team, customer and operations issues with calm, knowledgeable strategies to keep business on-track against targets.
- Successfully resolved customer issues with diplomacy and professionalism, ensuring repeat business from satisfied clientele.
- Fostered an inclusive workplace culture emphasizing teamwork and open communication among employees which led to higher employee retention rates.
- Maintained a clean, safe environment for both customers and employees through regular inspections and adherence to health code regulations.
- Developed solid rapport with vendors, ensuring timely delivery of goods and services while managing cost expectations.
- Developed comprehensive, well-organized financial records to maintain accuracy and facilitate efficient business management.
- Increased franchise revenue by implementing innovative marketing strategies and promotional events.
- Managed day-to-day business operations.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Education
Senior business certificate -
Auckland Technical Institute
01.1979
Skills
- Managed a large geographical area, providing service and support to schools, both in person and virtually
- Implemented the use of Salesforce, for account management
- Exceeded sales targets
- Created and maintained strong customer relations across key accounts
- Worked alongside colleagues and territory manager to implement change
- Upskilled and developed knowledge of the changes in the NZ curriculum, specifically the Primary English Curriculum (Literacy approach) changes
- Consistently pivoted and adapted sales techniques, approaches and service, to suit the needs of customers
- Product and service knowledge
- Upselling and cross selling
- Objection handling
- Cold calling
- Performance tracking
Timeline
Sales Representative
Nelson Cengage
01.2008 - Current
Sales Representative
Wheelers
01.2006 - 01.2008
Sales Representative
Richmond Healthcare
01.2003 - 01.2006
Franchise owner
Meticulous Maids
01.1999 - 01.2001
Senior business certificate -
Auckland Technical Institute
AWARDS
Circle of Excellence - awarded for top sales performers across the world; recognising their ability to connect with customers, support teaching and learning, and produce superb sales results.