Nancy Bauer

*** ********* ***** #**

Charlottesville VA 22911

Email address: acgxta@r.postjobfree.com

Phone : 434-***-****

• Molly Maid Customer Service Representative/Team Manager 2014

Handled all aspects of customer service and sales at local franchise with the overall goal of substantial

growth and increased profits. Responsible for answering all incoming calls to provide information about

services to perspective and existing clients. Resolve and follow up on all client complaints and concerns.

Schedule in home estimates for potential new clients, and complete back market calls to client database.

Assisted with scheduling, screening and interviewing perspective new employees. As team manager,

provided daily support and feedback to ten employees, including full responsibility for daily route activity,

briefing on new clients, addressing and coaching on any client concerns over services provided, and

conducted field visits for on site quality assurance.

• Lowe’s Sales Specialist/Department Manager Two years 2011-2013

Provided superior customer service, merchandising and sales performance in assigned

department while managing employees. Responsible for meeting the monthly overall

sales quotas for special order products and installations. Maintained merchandise per

company standards and policies in department.

• Flextronics Verizon Wireless Retail Technical Support Two years 2009-2011

Provided face-to-face frontline customer support and accessory sales in the

technical service department of a Verizon Wireless retail location. Met minimal

quota for noncommissioned upselling of accessory equipment and enhanced

features. Establish strong rapport and trust with customers. Program,

troubleshoot and test mobile phones and equipment, and instruct customers on

proper use. Functioned in role of lead technician and supervisor.

• Worldstrides Customer Service Representative Two years 2007-2009

Answered incoming customer calls concerning, but not limited to, billing, trip

information and company policy and procedures. Ensured all customer inquiries

and issues are resolved by making decisions adhering to policy and procedure

within scope of responsibility. Handle outbound calls or other cross functional

work during non-peak inbound periods including missed payment and sales

calls. Properly balance customer concerns with business considerations and

demands. Clearly and accurately document all customer contacts in individual

participant accounts. Support night chaperoning and on site coordinator duties

for student trips as needed.

• Sprint/Embarq Customer Service Representative Seven years 2000-2007

Handled inbound calls from residential customers in sixteen states for customer service

and sales opportunities. This position required extensive knowledge of all

products, services, and all governing state regulations. Generated revenue and

enhanced customer perceived value by evaluating all accounts to recommend

and customize services for customers on an individual basis. Assisted with

resolving any billing disputes and inquiries, and issued any appropriate

adjustments, processed credit and check payments, and set up pay arrangements

per customer request to sustain service. Fully document each account regarding

reason for call and resolution. Placed service and work order requests for new

products and account changes.

• Hancock Information Group Business Development Coordinator Three years

1997-2000

Identified and qualified sales opportunities for technology clients, such as Hewlett

Packard and Compaq, by completing telephone interviews with high level executives of

midmarket and larger organizations. Position required strong communication and

analytical skills to match client’s products and services to the prospect’s needs.

Maintained and provided company databases for clients. Managed individual sales

campaigns for clients, including initial training of all participating employees on product

focus, and anticipated results and goals. Assisted with quality control processes and

compiling final reports and results for campaigns. Generated follow up calls for field

sales representatives and secured appointments for onsite visits when requested.

Functioned as training manager to develop overall employee communication skills,

broaden general product knowledge, and expand their technology concepts. Served on

two company task forces to facilitate corporate policy changes to ensure a better working

environment and increase employee retention.

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