Kiabeth Santos
Carpentersville
Summary
Sales professional with solid background in managing high-performing sales teams and driving revenue growth. Known for strong focus on team collaboration and delivering results, with reliable and adaptable approach to changing market demands. Proficient in strategic planning, client relationship management, and sales strategy development, ensuring success and growth in competitive environments.
Overview
18
18
years of professional experience
Work History
Sales Manager
United States Drug Testing Laboratories
07.2024 - Current
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Negotiated contract renewals with health systems
- Attend industry sales and leadership events to stay abreast modern day selling.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Prepared sales presentations for clients showing success and credibility of products.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented systems and procedures to increase sales.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Spearheaded launch of new products, conducting market research and guiding development team on customer needs.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Established metrics-driven sales culture, setting clear performance indicators and regularly reviewing progress.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
- Fostered culture of continuous improvement, encouraging feedback and implementing best practices in sales operations.
Team Supervisor & Business Development Manager
United States Drug Testing Laboratories
01.2021 - 08.2024
- Coach, motivate, and develop sales talent to drive sustainable revenue growth for the newborn service line while managing sales performance
- In addition, a contributor towards bringing-in new business sale
- Develop business plan for service line to ensure revenue growth to reach our annual goal
- Collaborate with marketing to create tailored marketing collateral
- Following up on leads generated from conferences and other venues
- Entering and updating data into Sales Force
- Following-up with the current clients to ensure customer services levels exceed client expectations
- Growing existing business as well as acquiring new clients from conferences or prospecting
- Attend conferences
- Host webinars for our prospects during monthly or quarterly perinatal meetings
- This meeting touches base on specific agenda items based on the hospital's testing needs
- Host online Go to Meeting in-services to train staff on specimen collection (existing and potential clients)
- Onsite in-services
- Client retention onsite meetings
- Monitor the accession trends of our existing clients and follow-up if a drop in specimen volume that does not match their birth rate
- Assist with client result interpretation
- Take incoming sales calls
- Coordinating guest speaker webinars
- Upselling clients by matrix and drug panels
- Assist with client escalation meetings
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Led weekly meetings with staff to discuss progress updates, address concerns, and maintain open lines of communication.
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
Business Development Manager
United States Drug Testing Laboratories
12.2016 - 01.2021
- Work with established corporate entities to discover and develop a plan for new business acquisition
- Conduct business needs analysis and develop appropriate service solutions for the prospect
- Make outbound and receive inbound sales calls related to prospects to sell our products and/or services
- Acquire new business through prospecting, outbound marketing, lead generation campaigns and referrals
- Collaborate with marketing, client services, AD manager, and others to maintain an effective level of prospecting activity and pipeline growth
- Identify ideal customer profile (ICP) accounts for opportunities using both internally developed as well as publicly available information sources
- Work with team to develop and grow the sales pipeline to consistently meet and exceed quarter/annual revenue goals
- Prepare and analyze sales pipeline reports and dashboards
- Attends conferences, networking events, and trade shows as necessary
- Conducts Go to Meeting, Webinars, and Virtual Meetings as necessary
- Maintain relationship with Corporate HQ of clients including at minimum annual visit, design and build presentations, support materials
- In the absence of the AD Manager, assist in fulfilling those duties
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Represented company and promoted products at conferences and industry events.
Account Development Manager
United States Drug Testing Laboratories
06.2015 - 12.2016
- Conduct business needs analysis and develop appropriate service solutions for the customer
- Works with established corporate entities to ensure each account is at maximum productivity
- Acquire increased business by converting existing customers through prospecting outbound marketing, lead campaigns and referrals
- Conduct Client Education as an account resolution and business building activity
- Identify ideal customer profile (ICP) accounts for opportunities using both internally developed as well as publicly available information sources
- Prepare and analyze sales pipeline reports and dashboards
- Review quality metrics to ensure clients are properly educated to reduce non-compliance, increase understanding and drive maximum revenue per client
- Attends conferences, networking events, and tradeshows as necessary
- Conducts Go to Meeting, Webinars, and Virtual Meetings as necessary
- Maintain relationship with Corporate HQ of clients including: at minimum annual visit, design and build presentations, support materials
- In the absence of the BD Manager assists in fulfilling those duties
Account Manager – Perinatal Accounts
United States Drug Testing Laboratories
01.2015 - 06.2015
- Establish a relationship and manage all perinatal accounts
- Assisting the Account Developer with lead follow-up calls with shows I attended
- Taking incoming sales calls
- Attend conferences
- Hospital online Go to Meeting in-service to assist the Account Developer
- Up selling our current clients from meconium to umbilical cord tissue
- Evaluating hospital panel ordering and up-selling them to higher panels
- Assist with result interpretation
- Coordinating guest speaker webinars
Perinatal Support Specialist
United States Drug Testing Laboratories
01.2014 - 01.2015
Client Services Representative
United States Drug Testing Laboratories
01.2013 - 12.2013
Receptionist
United States Drug Testing Laboratories
03.2011 - 12.2012
Customer Service Representative
Triton College
07.2010 - 03.2011
- Assist students with completing their FAFSA online
- Provide students with their financial aid status and explain to them every step needed to ensure they have the opportunity to be reviewed for their financial case
- Upon receiving the documents: revise them, stamp them, and put them to be filed so that their corresponding advisor can then review the student's file
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative/Purchaser
Namco Cybertainment
09.2007 - 12.2009
- Dealing with international customers on a daily basis
- Managing all technical orders for our company and making sure parts were delivered in a timely manner
- Responsible for providing the technicians out in the field with the parts needed to keep our games in outstanding condition
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
MBA - Business Administration
National Louis University
Chicago, IL06-2025
Bachelors - Business Management
National Louis University
Chicago, IL01.2019
Associate - General Studies
Triton College
River Grove, IL01.2012
Certificate - Nurse Assistant
Triton College
02-2009
Skills
- Intermediate Spanish Proficiency
- Microsoft Word
- CRM
- Customer Service
- People skills
- Account Management
- Sales team training
- Relationship building
- Goals and performance
- Sales strategy development
- Strategic planning
- Sales coaching
- New business development
- Consultative sales
- Revenue forecasting
- Promotional sales events
- Proposal development
- Bilingual in Spanish
- Performance coaching
- Cross-functional collaboration
Awards
Dean’s Honor Roll, Triton College, 2010
Continuing Education
- How to Deliver Exceptional Customer Service, 06/01/11
- Dealing with Difficult People, 08/10/12
- How to Communicate with Tact and Professionalism - 2-day course, 11/13/13
Game Ball Award
Awarded a game ball December of 2024 for contribution to USDTL throughout the years.
Timeline
Sales Manager
United States Drug Testing Laboratories
07.2024 - Current
Team Supervisor & Business Development Manager
United States Drug Testing Laboratories
01.2021 - 08.2024
Business Development Manager
United States Drug Testing Laboratories
12.2016 - 01.2021
Account Development Manager
United States Drug Testing Laboratories
06.2015 - 12.2016
Account Manager – Perinatal Accounts
United States Drug Testing Laboratories
01.2015 - 06.2015
Perinatal Support Specialist
United States Drug Testing Laboratories
01.2014 - 01.2015
Client Services Representative
United States Drug Testing Laboratories
01.2013 - 12.2013
Receptionist
United States Drug Testing Laboratories
03.2011 - 12.2012
Customer Service Representative
Triton College
07.2010 - 03.2011
Customer Service Representative/Purchaser
Namco Cybertainment
09.2007 - 12.2009
MBA - Business Administration
National Louis University
Bachelors - Business Management
National Louis University
Associate - General Studies
Triton College
Certificate - Nurse Assistant
Triton College
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