Customer Service Sales

Confidential User

Email: ********@**************.***

Address:

City: Bayboro

State: NC

Zip: 28515

Country: USA

Phone: 804-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented customer service supervisor with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Educational Background:

High School Dipolma from Norfolk State University, Norfolk VA 1/2001 to 5/1986 (Business Administration)

Job History / Details:

Summary

Results-oriented customer service supervisor with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights

Team management

Focused on customer satisfaction

Management of remote employees

Deadline-oriented

Skilled multi-tasker

Persuasive

Meticulous attention to detail

Training and development

Accomplishments

Experience

July 2010 to December 2012

Salem Web Network Richmond, VA

Media Services Coordinator

Determine proper software to use in managing and updating graphics and textual content for client web pages.

Manage client audio/video media files utilizing various software & hardware systems.

Display courtesy and strong interpersonal skills with all client interactions.

Research issues on various computer systems and interface with technical engineers to resolve complaints and answer inquiries.

Provide thorough support and problem resolution for clients.

Train and consult with clients on system usage and report metrics.

Establish and maintain chronological and alpha filing systems for each client.

Type email correspondence in compliance with established company procedures using stylized formats

March 2010 to July 2010

Virginia Blood Services Richmond, VA

Tele-recruiter

Worked as team member, effectively recruiting donors via outbound telephone calls to set appointments.

Completed special projects as assigned.

Promptly responded to general inquiries from donors and staff via mail, e-mail.

Assisted team members with unique donor inquiries.

November 2007 to March 2010

Virginia Blood Services Richmond, VA

Tele-recruitment Team Manager

Fielded an average of 20 appointment set calls per day.

Coached 20-25 member team on goal achievement.

Communicated blood inventory targets daily.

Confirmed that appropriate changes were made to resolve donor problems.

Trained new employees on company recruitment policies and standard operating procedures.

Consistently monitored recruitment calls providing feedback on best practices and quality focused techniques.

Conducted monthly performance reviews.

Used personal computer and various software programs to create reports, correspondence, and presentations complete with graphs/charts as needed.

Developed effective relationships with all support departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Implemented changes to recruitment program, resulting in improved team morale.

Assisted with the development of the call center's operations, quality and training processes.

Led a team of tele-recruitment representatives to increase donor center profitability.

Position phased out during financial restructuring activities in March 2010.

September 2007 to November 2007

Mondial USA Richmond, VA

Sales Support Assistant

Served as liaison between travel agents, customer service and various company departments.

Answered incoming calls to assist travel agents with commission inquiries and questions about system functionality.

Courteously answered inbound phone calls from customers during peak periods providing routine and recurring answers and directing callers to proper departments as needed.

Confirmed that appropriate changes were made to resolve travel agent and customer problems.

Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

July 2006 to May 2007

ITT Educational Services Carmel, IN

Recruiter

Recruited adult students for various secondary educational programming in Richmond, VA.

Built social networks to find qualified candidates.

Maintained an accurate candidate tracking system.

Established and maintained alpha and chronological filing systems

Closely assisted and mentored students through the admission process and beyond answering routine and recurring inquiries

Conducted face-to-face and telephone interviews

Scheduled and conducted PowerPoint presentations and tours of the facility based upon established company workflow process

Actively participated in special recruitment promotions, orientation and registration day activities each quarter

October 2003 to May 2004

Kelly Services (Datamation Imaging Services) Willowbrook, IL

Data Entry Operator

Accurately entered client data into various online databases using PC/ten-key keypad.

Verified that information in the computer system was up-to-date and accurate.

Identified and resolved system and account issues.

July 2003 to September 2003

Nicor Gas Company Naperville, IL

Dispatcher

Managed work flow distribution for team of technicians.

Dispatched technicians via two way phones and computer aided dispatch systems.

Provided back up support to fellow dispatchers during breaks and lunches as needed.

March 2003 to July 2003

Living Word Christian Center - Bible Training Center Forest Park, IL

Volunteer Administrative Assistant

Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Managed daily office operations and maintenance of equipment.

Answered incoming calls and directed to proper personnel or answered routine questions courteously and in accordance to established procedures

Designed electronic file systems and maintained electronic and paper files.

Prepared classrooms and planned refreshments.

Facilitated working relationships with co-tenants and building management.

April 2000 to February 2003

DirecTv Broadband, Inc. Cupertino, CA

Customer Service/Sales Supervisor

Successfully managed the activities of [] team members in multiple locations.

Monitored the daily activities of [] customer support teams.

Developed, implemented and monitored programs to maximize customer satisfaction.

Owned team productivity metrics.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Provided detailed monthly departmental reports and updates to senior management.

Addressed negative customer feedback immediately.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Effectively communicated with team members to maintain clearly defined expectations.

Education

Norfolk State University Norfolk, VA

Pending Business Administration

Completed two years of college level coursework including: Intro to Data Processing, Basic Accounting Principles

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