Customer Success / Inbound Sales RepresentativeCustomer Success / Inbound Sales Representative

Key Achievements:

Responsibility: • Securing Referral Partnerships: Actively prospecting, pitching, and onboarding key B2B partners who advise property investors. This primarily includes Property Managers, Real Estate Agents, Accountants, and Mortgage Brokers. • Managing Partner Workflows: Serving as the dedicated account manager to ensure the referral process is frictionless for partners. The BDM positions Duo Tax as a "behind-the-scenes" value-add that helps partners protect their landlords' assets and maximize cash flow. • B2B Client Education: Conducting presentations, training, and workshops for real estate agencies and accounting firms to explain how Duo Tax’s services (like Tax Depreciation Schedules, Property Valuations, and Construction Cost Estimates) benefit their clients. • Pipeline and Lead Management: Tracking lead conversion rates, managing partner data using CRM tools, and executing targeted outbound campaigns to scale Duo Tax's footprint across new territories or regions.

Key Achievements:

Responsibility: • Debt Collection: Answer incoming phone calls, negotiate payment plans, and recover outstanding debts. • Account Management: Maintain accurate records of all communications and transactions • Compliance: Adhere to all collections laws and internal policies to ensure ethical practices. • Manage Complex Accounts: Oversee and resolve challenging collection accounts, including high-value debts and escalated disputes, using advanced negotiation skills. • Customer Service: Address customers’ inquiries about their pending arrears and resolve disputes related to their accounts

Key Achievements:

Responsibility: • Utilized problem-solving skills to analyze customer feedback and recommend process improvements to enhance the overall customer experience. • Led a team of 20 operations associates, overseeing daily tasks, setting priorities, and ensuring all deadlines were met. • Trained and mentored new team members on company policies and procedures to be accurate and aligned with the company process and policy. • Provided coaching sessions to the associates based on the situation and their tenure every week to meet the client's expectations and improve their call handling skills and strategies. Achievement: • Top Agent for the Month of August and September 2022 • Promoted as a Team Leader in December 2022 • Top Team Leader for the 1st Quarter of 2024 • Led and became the Top Team in the 1st Quarter of 2024

Key Achievements:

Responsibility: • Achieved 100% of sales targets by proactively providing tailored solutions to meet their needs. • Utilized sales techniques to upsell products and services, exceeding monthly sales goals by 20%. • Demonstrated exceptional product knowledge and ability to articulate features and benefits. • Resolved customer inquiries and complaints in a timely and professional manner, consistently receiving positive feedback and high customer satisfaction ratings Achievement: • Top Agent for January, February, and March of 2022 • Appointed as of March 2022 to be a Nesting Floor Support • Appointed as of May 2022 as a Subject Matter Expert Apprentice

Key Achievements:

Responsibility: • Developed and implemented customized retention strategies to keep the customer’s loyalty and repeat business. • Cultivated strong relationships with clients through regular follow-up calls and personalized communication. • Actively engaged with customers to identify their needs and concerns, effectively resolving issues and building strong relationships. • Collaborated with cross-functional teams to analyze customer data and trends, providing valuable insights for improving retention strategies and business development. Achievement: • Team’s Q1 Agent for October, November, and December • Promoted as of November 11, 2019, to be part of Wave 3 Cross-Trained of IB Loyalty