Customer Service Sales

Experience

Verizon Communications, Dover, DE May 2006 - July 2009

Sales Associate/ Customer Service Consultant

Serve as primary link between Verizon customers in an incoming call center.

Contributes to revenue growth by selling voice, video and data products and

services through customized sales efforts on consumer customer contacts

when appropriate.

Ensure customer satisfaction by handling requests for new residential

service, additional services, line disconnection, complaints and inquiries

regarding service, rates, regulations and policies.

Recommend and sell Verizon products and services to achieve established

sales objectives by asking questions and listening for clues to determine

customer requirements and explaining how company services will benefit the

customer.

Accept, create and submit customer orders and quotes appropriate rates for

service.

Answers customer calls regarding billing explanations and credits and

adjustments, collections and payment arrangements.

Able to perform multiple tasks simultaneously, such as operating a computer

with speed and accuracy while holding telephone conversation and building

rapport.

Accountable for meeting established productivity standards such as customer

satisfaction, sales revenue generation, call handling time, order quality

and billing accuracy.

Reached Diamond Club Recognition for achieving the top ten percent in sales

for 2007 through out the Delaware/ Pennsylvania district.

ING Direct, Wilmington, DE June 2005 - May 2006

Sales Associate/ Customer Service Representative

Call center environment responsible for providing information to existing

and potential clients on products offered

Respond promptly and professionally to inbound calls guided by the

principle of one-and-done

Commitment to achieve individual and team performance goals that support

the objectives of the Sales & Service department

Effectively resolved client issues meeting the needs of the client while

maintaining ING Direct's standards of excellence

Wilmington Trust, Wilmington, DE January 2005 - May 2005

Client Services Representative/ Customer Service

Adapting to a fast paced call center environment

Handling all aspects of a customers needs from account balance information,

car loan payoff information, address changes, assisting with online

payments servicing online accounts and problem resolution

Building customer relationships and listening to their needs and wants

Communicating with customers in a timely and proficient manner, while

projecting a professional image

480 Development, Baltimore, MD March 2001 - November 2004

Administrative Assistant/ Research & Development

Researched and developed various projects (including residential real

estate and urban youth programming planning)

Assisted in formulating, composing and the completion of the business plan

Managing, coordinating and facilitating weekly meetings

General administrative duties

Education

Long & Foster Real Estate School, Bel Air, MD 2009

Program: Licensed Realtor

Morgan State University, Baltimore, MD 2004

Degree: Bachelor of Science Major: Business Administration

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