Samantha Kemppi

• Manage large book of business of $750,000 in monthly revenue, working a blended hunter/farmer Account Executive role, by negotiating price and terms on new and renewal service agreements, while also managing day to day customer requests.
• Foster lasting relationships with key decision-makers through trust, empathy and consultative selling, resulting in long-term loyalty and expanded client base.
• Work closely with internal stakeholders to ensure timely delivery of services, and to proactively mitigate issues, resulting in high levels of client satisfaction.
• Train junior team members and cross channel colleagues on best practices and soft skills, fostering a collaborative work environment focused on continuous improvement.
• Achieved Emerald Circle - Elite Sales (top 10%) 4 out of last 6 quarters, as well as Rep of the Quarter for the PNW in Q1 & Q4 2023.
• Consistently exceeds company-defined sales quotas

2023:

$28.050 new business (181% to goal)

64% of loss budget used

Net $16,744 on a target of $1,200

2024 YTD:

$16,200 new business, (82% to annual goal)

31% of loss budget used

Net $11,140 on YTD target of $2,050

• Interview, train and coach Retention Department new hires, as well as provide regular coaching of sales staff on how to mitigate cancellations.
• Reviewed and updated retention policies to ensure alignment with company objectives.
• Enhanced overall customer experience by closely monitoring satisfaction metrics and initiating proactive cross channel collaboration and process improvement.
• Identified areas of growth opportunity such as cancellation sources, contract compliance, claim mitigation, and response times; using insights gathered to drive ongoing enhancements to retention strategies.
• Consistently exceeded company-defined sales quotas

2016: Achieved Top Retention Sales - 126% to goal, earning a place on the sales incentive trip

• Worked upwards of 10-15 claims at a given time with a queue of up to 100, while maintaining detailed records of all activities and ensuring compliance with company policies.
• Improved customer satisfaction rates by addressing claimant concerns promptly.
• Negotiate settlements while balancing revenue retention with customer satisfaction.
• Mitigated future claims by correcting root cause wherever possible, while also recommending coaching/training to initial source of claim, (i.e. department or colleague responsible).

• Took upwards of 60 calls per day, while delivering exceptional customer service by actively listening to concerns and promptly addressing them.
• Mitigated customer churn by effectively handling escalations and complex billing investigations.
• Increased efficiency and team productivity by promoting operational best practices.