Theresa Silvia

*** ****** *** *****

Round Lake Heights, IL 60073

acveq8@r.postjobfree.com

Phone: 815-***-****

Objective: Seeking an opportunity to best utilize my excellent customer service skills

Experience:

Zeigler Nissan Jan. 2016 – Present Gurnee, IL

BDC Agent

Making outbound calls, obtaining an appointment, setting it up with the Sales Manager

Data entry of customer information

Following up with calls and/or emails after recent visit to dealership

Answer internet inquiries

Gillespie Ford May 2015 - September 2015 Gurnee, IL

Call Center Representative/Client Care Specialist

Making outbound calls, obtaining an appointment, setting it up with the Sales Manager

Data entry of customer information

Following up with calls and/or emails after recent visit to dealership

Answer internet inquiries

Use problem solving skills to overcome objections

Knauz Auto Group April 2011 – April 2015 Lake Bluff, IL

Call Center Representative/Client Care Specialist

Call new customers, obtain an appointment, set it up with appropriate Sales Manager

Following up with calls and/or emails after visit

Log customer information in the system

Retain customer loyalty by providing quality customer service

Problem solving skills to overcome objections and handle difficult customers professionally

Harris Bank Call Center Aug. 2009 – March 2011 Buffalo Grove, IL

Call Center Representative

Answer 60-70+ inbound calls a day professionally

Respond to customer inquiries about payments and statements

Exercise problem-solving skills

Up selling

Handle and resolve customer complaints

Route calls to appropriate department

American Hotel Register Sept.2006 – Feb.2009 Vernon Hills, IL

Call Center/Customer Service

Answered 60+ inbound calls a day professionally

Selling to businesses/hotels

Signed up customers for online, ordering products on the company’s website.

Placed 20-30+ outbound calls a day to locate shipments and back ordered inventory at different warehouses.

Up selling products

Follow up with customer calls, route to right department

Route calls to right department

Knowledge of relevant products or services

Education

American Intercontinental University

2012 Associates Degree in Business Management

Skills

Microsoft Word, Excel and Outlook, AS400, Lotus Notes

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