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Customer Service Sales

Location:
Houston, TX, 77373
Posted:
October 09, 2012

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Resume:

Betty Dentler

***** ****** **** **.

Spring, TX. 77373

Mobile Phone: 281-***-****

E-mail : vtr1c0@r.postjobfree.com

OBJECTIVE

Seeking a challenging position in a reputable company where my academic background and interpersonal skills are well developed and utilized.

SUMMARY

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Achieved record-high customer service and audit satisfaction rankings. Fourteen years with Verizon Wireless. Operations Specialist, with management, inventory, operations, customer service, and training experience, managed to make improvements to the bottom line with turning three underperforming stores within operations and sales. Currently enrolled to complete Bachelor Degree.

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WORK EXPERIENCE

Verizon Wireless

Sr. Customer Service Call Center Representative June 2010–August 2012

• Supporting customer service for inbound calls to the Houston Call Center.

Verizon Wireless

Retail Operations Manager August 2003–June 2010

• Ensure retail area storefront, merchandise and literature is in conformance with the merchandising plan.

• Member of management team primarily responsible for achieving financial and customer service store goals

• Asset protection of store inventory providing cost reduction through passing store audits and satisfactory inventory counts.

• Performing administrative functions of the store, including cash management. Performed reporting functions as required.

• Communicate and coach team on new policies and procedures daily.

• Customer Retention: Maintain and grow existing customer base and manage churn. Ensure that customers and prospective customers are treated with the highest levels of courtesy and professionalism. Resolve escalated customer complaints in a timely and empathetic manner.

• Reporting: Responsible for financial and sales reporting. Manage cash and inventory levels. Monitor daily sales results and activities to ensure sales, retention, and compliance objectives are met.

• Market & Industry Knowledge: Maintained knowledge of company and market promotional elements. Remain current on all wireless products and services, industry and competitive trends, and reinforce findings with the team.

Verizon Wireless

Supervisor - Retail Sales Operation August 2002-August 2003

• Assisted the district with customer escalations.

• Provided support to ensure compliance in Operational Methods and Procedures

• Performed store evaluations (mock audits) and reported weekly to the district manager.

• Conducted training classes to implement new programs relating to retail policies and goals.

Verizon Wireless

Special Projects Trainer May 1999–August 2002

• Assigned to oversee and train the AFNI Call Center in Bowling Green, KY. With the merger of Verizon Wireless the overlapping markets had to be outsourced.

• Provided assistance with setting goals and monitoring call in statistics. Implemented policies and procedures by conducting training classes.

GTE Wireless

Customer Care Representative June 1998-May 1999

• Supported general customer service for inbound calls to the Houston Call Center.

Education

Ashford University Online - Bachelor of Arts Program currently enrolled with 30 completed credits making the Dean’s List.

Skills

Microsoft applications, PeopleSoft, Internet Explorer and Adobe Acrobat



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