Customer Service Sales
Resume:
Resume Attachment
**** ******** ****** ********** ***** Carolina 28401
910-***-**** *********@*****.***
JACQUETTA MICHELLE NICHOLS
OBJECTIVE
To obtain a position that maximizes my multi-layer of leadership,
sales, customer service and administrative skills, while providing a
clear vision to accomplish company goals and initiatives.
SUMMARY OF QUALIFICATIONS
Ambitious and optimistic with proven abilities in strategic planning,
managing projects, improving efficiency of operations, team building;
quickly grasps complex concepts, analyzes and interprets ideas into a
logical strategy; resourceful; ability to meet deadlines in a timely
manner; able to identify areas of strengths and weaknesses and
implement company policies, standards, changes in operation, and
systems that optimize productivity and bottom line; efficient coaching
and development skills; detail-oriented; ability to multi-task without
direct supervision; positive, upbeat attitude; strong communication
skills, both orally and in writing; extensive background in Call Center
Sales/Customer Service/Training/Coaching/Leadership Development; highly
focused and results-oriented in supporting complex, deadline-driven
operations; able to identify goals and priorities and resolve issues in
a timely manner; adept at developing and maintaining administrative
processes that reduce redundancy, improve accuracy and efficiency and
achieve organizational objectives; proficient in Microsoft Office Suite
(MS Word, Outlook, Excel and PowerPoint, Access and other call center
software; technically astute with experience in telephone systems
technology, such as ACD, Nice, Kronos, IEX and TotalView; tenacious in
building new business, securing customer loyalty, and forging strong
relationships with external business partners; exceptional
mentor/coach; combine business acumen with innate leadership abilities
to recruit, build and retain top-performing sales team; Three-time
winner of the coveted Sprint President's Club Award for Outstanding
Sales Achievement; working knowledge of Lotus Notes, Outlook email, Hogan, Wells Fargo AFS (Automated Financial System) loan processing system and Wells Fargo Business Credit System; working knowledge of credit procedures and policies.
WORK OF EXPERIENCE
[2010-2012 [Bank of America Corporation Greensboro North Carolina Mortgage Servicing Specialist
Worked in the Collections/Risk Operations environment and was typically aligned with the routine outbound collections calling process and frequently required guidance on non-routine situations. Primary responsibilities were collections, customer servicing and other loss mitigation or recovery activities. Contacted delinquent, charged-off, or high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts. In the recovery area, Worked with customers to establish full balance repayment plans or settlements. Worked an established list of accounts on an automated collections system and/or autodialer. Resolved routine billing inquiries and negotiate payment arrangements to cure delinquent accounts. Understood and educated customers on account terms and alternate payment programs and methods. Navigated a computerized data entry system and relevant applications, such as Nice, TotalView, Empower, ALS, Boss, LexisNexis, Lotus Notes, and CROSS..
[2009-2010] [ Wells Fargo & Company] [Charlotte, North Carolina Business Small Business Relationship Banker
Provided financial and credit services to corporate customers, including consumer checking/savings accounts, home equity loans/lines, and personal loans. Manage customer portfolio, service relationships, and cross-sell products and services to acquire 100 percent of the customer’s business. Continuously focused on securing new clients and fostering relationships with existing accounts in an effort to increase account base, improve profitability, and build retention; handle account/debt reconciliation and research requests; customer follow-up; routine data-entry and maintenance; handle business customers and treasury services with a net worth of $5 million-$25 million; other administrative duties as assigned; manage AFS loan system and BCS credit system in dealing with customer accounts; provide auditing assistance to customers; working knowledge of collections policy and procedure; direct accessibility to Wells Fargo and Wachovia systems.
[ 2008-2009 ] [ AllTel Wireless, Inc.] [ Fayetteville,
North Carolina ]
[ Wireless Retail Sales Consultant] Assisted customers with questions
and problems related to wireless and wire line service equipment;
marketed and sold wireless and wire line products and services and
other peripherals to residential clients and dealer networks; provided
coaching and training to new sales consultants when necessary;
completed monthly online training related to sales; assisted with
monthly inventory counts and audits; performed daily reports, counts,
cash-outs, phone counts, etc; routinely verified deposits and
end-of-day log sheets; processed new service requests and credit
inquiries; developed solutions for clients’ wireless and wire line
requirements and performed after-sales maintenance duties.
[ 2007-2008] [ Mountaire Farms, Inc.] [ Lumber Bridge,
North Carolina ]
[ Administrative Assistant]
Coordinated and performed a range of staff as well as operational
support activities for the unit; served as a liaison with other
departments and operating units in the resolution of day-to-day
administrative and operational problems; provided
administrative/secretarial support for the department/division such as
answering telephones, assisting visitors, and resolving and referring a
range of administrative problems and inquires; operated personal
computer to compose and edit correspondence and memoranda from
dictation, verbal direction, and from knowledge of established
department/division policies; prepared, transcribed, composed, typed,
edited, and distributed agendas and minutes of meetings; scheduled and
coordinated meetings, interviews, appointments, events and other
similar activities for supervisors, while coordinating travel as well
as lodging arrangements; established, maintained, and updated files,
databases, records, and other documents; developed and maintained data,
and performed routine analyses and calculations in the processing of
data for recurring internal reports; sorted, reviewed, screened and
distributed incoming and outgoing mail; prepared, composed and ensured
timely responses to a variety of routine written inquiries; handled
printing, maintenance and other services; ran daily absentee, payroll
and inventory reports; worked as a liaison between manager and human
resources handling payroll issues as needed; entered employees’ hours
worked into database; ensured effective and accurate maintenance of
employees files and records; answered multi-line phone; greeted
visitors, other administrative duties as assigned.
[ 2006-2007] [ RH Donnelley, Inc.] [ Fayetteville, North
Carolina ]
[ Business Account Executive]
Developed strong relationships with established accounts while
acquiring new accounts; coordinated the administration of product
orders, understood customers’ needs, and guaranteed delivery of
company’s commitment; responsible for accurately maintaining customer
database which included all contractual items and negotiated contract
renewals; evaluated target markets and proposed marketing strategies;
primarily responsible for retaining dissatisfied customers by
explaining the value and benefit of services by resolving customer
issues.
[ 2004-2005] [ SunTrust Banks, Inc.] [ Fayetteville, North
Carolina ]
[Consumer Banking Specialist]
Consulted with and cultivated an ongoing financial services
relationship with new and existing clients through the delivery of
world class customer service; conducted effective over-the-phone
interviews and needs analysis; conducted credit and financial analysis
and assisted the client through the loan application process; evaluated
alternative loan programs and financing options by offering an array of
loan products and services; researched and analyzed financial
histories, summaries and bank statements on customers’ accounts;
verified account balances over the phone; processed new check order
requests and updated change of address information; performed other
administrative/clerical duties as assigned.
[ 1999-2003] [ Sprint] [ Fayetteville, North Carolina ]
[Call Center Operations Specialist]
Utilized multiple call center support applications to efficiently
assist customers and agents; determined customer needs, coordinate
service calls and telephone installation requests; review customer
complaints and initiate solutions in a timely and effective manner;
promote telephone sales through advertising campaigns; coordinated a
wide variety of special projects from the initial stages to completion;
performed quality checks, developed and reviewed performance reports,
identified areas of improvement and implemented measures to improve
performance of service representatives; assisted new hires with
management escalated calls, order processes, and sales inquires;
directed call center operations as a liaison between clients,
supervisors, and call center employees; administered performance
management by diagnosing improvement opportunities, providing effective
feedback, coaching, training, professional development, and corrective
action plans; reviewed call center statistics to measure staff
performance and the need for improvement; developed sales techniques of
each customer service representative to drive revenue growth;
coordinated the interviewing, hiring and training of over 50 customer
service representatives; monitored interaction between staff and
callers to ensure quality assurance standards; performed quality
checks, developed and reviewed performance reports, identified areas to
improve, and implemented measures to improve performance levels and
meet objectives; conducted group training sessions on
telecommunications products and services.
EDUCATION
[ 1992-1994 ] [ Fayetteville Technical Community College ]
[ Fayetteville, North Carolina]
[ Associate in Applied Science/ Paralegal Technology]
[ Areas of Concentration: Business Law, Civil Litigation and
Procedure, Legal Research, Criminal Law, Real Estate Law, and
Wills/Probates/Estates. ]
REFERENCES
[ Melody Pouncey Wells Fargo 1525 W WT Harris Blvd Charlotte NC 28262
Phone 704-***-****. ]
[Ericka Spradley Wells Fargo 1525 W WT Harris Blvd Charlotte NC 28262
[Maria Innis Mountaire Farms Human Resources Assistant 17269 NC Hwy 71
N Lumber Bridge, NC 28357 Phone 910-***-**** ]
Contact this candidate