Jessica Whetham
Experienced Customer Service & Sales Professional
CAMBRIDGE,ON
Summary
Dynamic business development leader with a proven track record at Go Smile Marketing, excelling in client retention and negotiation strategies. Adept at leveraging CRM software to drive sales growth and enhance customer satisfaction. Recognized for exceptional communication skills and a data-driven approach to identifying market opportunities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Business Development
Go Smile Marketing
Coeurd’Alene , ID
01.2025 - 06.2025
- Established relationships with clients, vendors, suppliers, partners, and other stakeholders to ensure successful collaborations.
- Maintained accurate records of all sales activities in CRM systems including contacts made and agreements reached.
- Analyzed market trends and identified new business opportunities in existing and potential markets.
- Identified customer needs through research and analysis of data from surveys, focus groups, interviews.
- Managed the entire sales cycle process including prospecting, lead generation, qualifying prospects, presenting solutions, negotiating terms and closing deals.
- Developed strong internal relationships across departments in order to effectively manage projects from conception through completion stages.
- Recommended product changes to enhance customer interest and maximize sales.
- Developed growth plans by identifying key clients, key targets, and priority service lines.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Enhanced sales volume through skilled support to both new and inactive customers.
Sr Account Manager
Go Smile Marketing
Coeurd’Alene , ID
07.2024 - 01.2025
- Collaborated with internal departments such as marketing, operations, finance. to ensure successful execution of projects.
- Implemented process improvements that increased efficiency across multiple departments.
- Managed key account relationships, ensuring customer loyalty and retention.
- Identified opportunities for cross-selling products and services to existing customers.
- Provided ongoing training and support to junior team members on sales techniques and processes.
- Developed promotional campaigns tailored to each individual client's needs.
- Conducted regular meetings with clients to review performance metrics, progress, and future goals.
- Gathered feedback from clients regarding product quality and overall satisfaction levels.
- Proactively identified areas of improvement within assigned accounts' operations.
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
- Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.
- Coordinated closely with colleagues across multiple departments when launching new products or services into an existing account base.
Life Insurance Sales Agent
Globe Life
CAMBRIDGE, ON
02.2024 - 07.2024
- Assisted clients in selecting appropriate coverage options for their needs.
- Processed applications and paperwork related to policy issuance or renewal.
- Maintained accurate records of client information in CRM software system.
- Ensured that all required documents are properly filled out before submission.
- Performed administrative tasks such as updating databases, filing paperwork.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Met with division leaders and consultants to discuss strategies to increase sales.
ISA Manager
Go Smile Marketing
Coeurd’Alene , ID
09.2023 - 07.2024
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Delivered superior customer support to improve account retention rate.
- Negotiated prices, terms of sale and service agreement to close transactions.
- Took inbound calls on headset, promoting products and services to secure new accounts.
- Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
- Trained personnel on ISO policies, processes, and procedures.
- Ensured that corrective actions were taken where necessary to maintain process compliance.
- Assisted with the development of a comprehensive set of performance metrics to monitor progress against established goals.
- Prepared reports and presentations outlining findings from internal audits and compliance reviews.
- Drafted detailed action plans for addressing identified gaps in processes or procedures.
- Recommended new methods for improving efficiency across departments.
- Worked closely with senior management to develop strategies for achieving organizational objectives.
SALES & OFFICE ADMINISTRATION
CITY APPLIANCES
CAMBRIDGE, ON
04.2012 - 07.2023
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
MANAGER
RAWLICIOUS
BURLINGTON, ON
03.2014 - 01.2016
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Recruited and hired qualified candidates to fill open positions.
- Contacted guests to check on satisfaction and inquire about improvement suggestions.
- Analyzed customer feedback to provide strategic direction to continuously improve overall rating.
- Resolved and investigated complaints regarding service, food quality.
- Resolved problems or concerns to satisfaction of involved parties.
ASSISTANT MANAGER
VIRGIN MOBILE
KITCHENER, ON
03.2010 - 04.2012
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Engaged customers in friendly, professional dialogue to determine needs.
- Developed trusting relationships with customers by making personal connections.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Assessed customer needs to provide assistance and information on product features.
- Built and maintained relationships with peers and upper management to drive team success.
- Increased purchase amounts by cross-selling with similar products.
Education
Bachelor of Arts - GENERAL ARTS
WILFRID LAURIER UNIVERSITY
WATERLOO ONTARIO06.2012
CHEF DE CUISINE - CULINARY ARTS
LIAISON COLLEGE
KITCHENER ONTARIO05.2009
Skills
- Customer Service
- Superb Time Management
- Friendly and Outgoing
- Verbal/Written Communication
- Reliable and Punctual
- Customer Needs Assessment
- Teamwork and Collaboration
- 88 WPM
- Advanced Written and Oral Spanish
- Experience in GHL
- Verbal and Written Communication
- Upselling and Cross-Selling
- Lead Qualification
- Payment Processing
- Lead Generation
- Email and Phone Etiquette
- Customer relationship management
- CRM software
- Negotiation strategies
- Project management
- Client retention
- Effective communication
- Data-driven decision making
- Excellent communication
- Reliability
Certification
LIFE INSURANCE AND A&S INSURANCE LICENSE
FINANCIAL SERVICES REGULATORY AUTHORITY OF ONTARIO
EXPIRES MARCH 2026
ALBERTA INSURANCE COUNCIL
EXPIRES JUNE 2025
Languages
English
First Language
Spanish
Advanced (C1)
C1
Timeline
Director of Business Development
Go Smile Marketing
01.2025 - 06.2025
Sr Account Manager
Go Smile Marketing
07.2024 - 01.2025
Life Insurance Sales Agent
Globe Life
02.2024 - 07.2024
ISA Manager
Go Smile Marketing
09.2023 - 07.2024
MANAGER
RAWLICIOUS
03.2014 - 01.2016
SALES & OFFICE ADMINISTRATION
CITY APPLIANCES
04.2012 - 07.2023
ASSISTANT MANAGER
VIRGIN MOBILE
03.2010 - 04.2012
Bachelor of Arts - GENERAL ARTS
WILFRID LAURIER UNIVERSITY
CHEF DE CUISINE - CULINARY ARTS
LIAISON COLLEGE
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