Customer Service Sales

KRISTIN BALES

*** ****** **. #** • Abingdon, VA *4210 • ************@*****.*** • 276-***-****

QUALIFICATIONS SUMMARY

Highly personable professional with experience in account management, business management, inside

sales, outside sales and call-center operations.

Self-starter with the ability to learn quickly.

Talent for identifying customer needs and presenting appropriate company product and

service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to

increased repeat and referral business.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, Microsoft Publisher, and Microsoft Outlook®) and QuickBooks Pro.

PROFESSIONAL EXPERIENCE

Wellmont Health System – Bristol, Tennessee

Support Services Liaison (2010 to present)

Provide internal support to other departments regarding housekeeping, equipment supply and patient

transport requests. Clean and redistribute medical equipment to floors as needed. Transport

patients to and from diagnostic testing.

Sprint Nextel – Bristol, Virginia

Customer Care Specialist (2008 to 2010)

Process inbound customer calls to the point of resolution in an effective and timely manner. Resolve

customer billing issues while demonstrating best judgment in the disbursement of adjustments

and credits. Troubleshoot general technical device issues. Describe handset features, explain

rate plans, activate new accounts, and administer account change requests while navigating

multiple computer systems. Increase the customer experience by providing information on

new products, rate plans, and services through up selling opportunities. Complete ongoing

training to stay aware of new products, services, and policy changes. Demonstrate a positive

and cooperative tone and attitude with customers and coworkers. Consistently exceed

company performance targets.

Brink’s Home Security – Knoxville, Tennessee

Customer Care Specialist (2007-2008)

Process in-bound calls to the point of resolution, including general customer inquiries, complaints, and

requests for assistance pertaining to system use, maintenance and customer account information.

Educate and explain system functions to customers. Troubleshoot specific system operational problems

encountered by customers and attempts to provide immediate solutions. Update database files and

customer account information to insure accurate account information is being processed. Work to

schedule service appointments for technicians at branch offices. Document all activity on CRT and/or on

appropriate forms. Inform appropriate departments of certain requests that are initiated by the customer

but cannot be performed by customer care. Exceed company performance targets.

East Tennessee Wireless - Jefferson City, Tennessee

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SHARON SALAVARIA

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Professional Experience Continued

Wireless Sales Consultant (2004-2006)

Provided a consistently excellent customer service experience by maintaining the highest degree of

courtesy, confidentiality and professionalism. Maintain strong knowledge of new wireless products,

accessories, pricing plans, promotions and service features. Educate and engage customers through

product demonstrations. Meet sales objectives for wireless phones, services and accessories. Handle all

administrative aspects of the sale including: completing customer contracts and warranties, pulling

products from inventory, accepting customer payments and filing the completed orders. Handle phone

inquiries from customers on billing issues, payments, upgrades, trade-ins, service changes returns.

Interface with other departments on customer's behalf when necessary. Manage a cash drawer and daily

deposits of funds. Maintain store appearance including store opening and closing procedures.

Brian’s Heating & Air – Parrottsville, Tennessee

Office Manager (2003 to 2006)

Compiled expense reports, reconciled bank statements, processed accounts receivable and

payable. Prepared and distributed weekly payroll in addition to quarterly payroll tax preparation.

Answered telephones in a professional and businesslike manner, scheduled appointments, and

dispatched service technicians to designated appointment. Managed a customer contact system in

which all customers were followed up with to ensure satisfaction of work performed. Completed

mail outs on a regular basis to keep customers informed of changes in the industry and market

new products to increase sales. Maintain existing advertisements and establish new

advertisements to generate new sales.

Rack Room Shoes - Sevierville, Tennessee

Assistant Manager (2003-2004)

Assist District Manager in the overall operations, maintenance, and morale of the store with an ongoing

commitment to the development of all associates. Coordinate store operations by organizing priorities to

accomplish sales and profit goals as written by the District Manager. Train associates using company

provided training material regarding product knowledge, store operations, performance goals, loss

prevention and merchandise presentation. Responsible for maintaining visual standards while ensuring

consistent planning and execution of product flow and plan upcoming shipments, develop strategies and

identify key business opportunities. Monitor market/customer trends and communicate findings to

management and World Headquarters partners.

OfficeMax - Bristol, Virginia

Customer Service Representative (2000-2003)

Processed inbound customer calls to the point of resolution. Assisted customers in all aspects of

customer service to ensure total quality; including placing orders, expediting, tracing customer orders, and

problem resolution. Identifying and using innovative ways to generate additional sales. Presenting

products and services in a manner that clearly shows how they would meet the customers' needs and

provide benefits. Learning and applying new customer information to anticipate customer needs,

including customer processes, products, systems and marketing campaigns, as well as on-going changes

in operations, policies, procedures and products. Communicate in an open helpful manner, with both

internal and external customers. While remaining flexible and presenting a positive disposition in the face

of changing needs and customer demands.

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EDUCATION AND TRAINING

Virginia Highlands Community College - Abingdon, VA • DEGREE PENDING IN ACCOUNTING, CURRENTLY

ENROLLED

Patrick Henry High School - Glade Spring, VA • HIGH SCHOOL DIPLOMA, CERTIFICATE IN MARKETING

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