Sales Technical Support

Michelle DiSalvo

*** ******* **** ***

Orange Park FL 32073 904-***-**** ********.*******@*****.***

Objective

Call center representative well versed in customer support in high call volume environments. Superior computer skill and telephone etiquette.

Education

DIPLOMA JUNE 1999 CAPE MAY COUNTY TECHNICAL HIGH SCHOOL

Office Technology’

General Courses

Skills & Abilities

MANAGEMENT

MS Office proficient Researched sales leads

Quick Learner Customer service

Strong client relations Territory management

Strategic sales knowledge National accounts

Muti-phone line talent Self-motivated

Excellent work ethic Goal oriented

Strong interpersonal skills Positive and friendly

Team building expertise People oriented

Strong conflict resolution Exceptional time management skills

Experience

QUALITY ASSURANCE ANALYST STELLAR RECOVERY INC 11/2015 – 1/2017

While employed at Stellar Recovery Inc my position included numerous responsibilities including

oMonitoring, reviewing, and grading agent calls for the monthly call tracker

Identify areas of opportunity for each agent

Identify any trends amongst the agent’s calls

oConduct coaching with individual agents and or teams on the collection floor

Once an area of opportunity is determined

Address the agent, team, or entire floor by administering coaching sessions

oMake the agent aware of the area of opportunity and offer alternative way to handle the situation or consumer going forward

oAccessing a number of queues within the organizations operating system and making necessary updates to consumer accounts

Updating credit reporting to consumer’s credit reports

Contacting consumers on a case by case basis if the situation deemed necessary to rectify or clarify any concerns

oConducting any investigations of complaints, a consumer expresses regarding any mishandling of a situation

Complete investigations for all

Consumer complaints

Website complaints

Website inquiries

Website disputes

Ensure correct account handling occurred

If necessary, document any compliance violations that may have occurred for necessary review with the agent(s)

oReview calls to be turned in on a monthly and weekly basis to be turned in to specific clients

Monitor the call to be sure the agent is following a particular client’s specific requirments

oMaintain a compliance tracker to ensure all complaints are being logged accurately, i.e.

CFPB Complaints

BBB Complaints

Attorney General Complaints

Lawsuits

Consumer Complaints

Website Complaints

TECHNICAL SUPPORT TIER 2 WOW WIDE OPEN WEST 8/2013 – 11/2015

As a technical support representative, my responsibilities included providing customers with cable, internet, and home phone technical assistance. In addition, I was also responsible for doing "offline" work in which I would follow up on customer requests with higher technical issues including but not limited to email, telephone features, and account discrepancies. As well as monitoring our social media sites for customer inquiries and or complaints. Since beginning my employment with WOW I have always met and exceeded my statistics. To include, average handle time, quality scores, and schedule adherence.

SALES SCHEDULING TEAM LEAD TERMINIX 11/2010 – 2/2013

Among various other tasks I was responsible for helping customer with general pest and termite inquiries. When a customer calls in needing any of our service I would schedule for one of our sales inspectors to go out and sell what services were needed. In addition, I would compile reports from our existing customers depending of geographic location and what services they already have, to set up new sales opportunities for the sales inspector. As well as helping other schedulers with questions or problems customers by conducting one on one coaching sessions as deemed necessary to address areas of concern.

SALES COORDINATOR DISH NETWORK 11/2009 – 5/2010

While employed at Dish Network my responsibilities included answering calls from potential new customers. This included determining which package best suited their needs and price range. Also gathered personal information such as name, address, as well as, credit card information and social security numbers in order to perform credit checks to determine eligibility.

ASSISTANT TO THE VP OF OUTSIDE SALES COX COMMUNICATIONS 1/2005 – 5/2008

Starting as a technical support representative, my main duty was to help customers troubleshoot cable issues over the phone, as well as upsell any potential new products and services they may not already have. I then moved to the sales operations support team, assisting both the inside and outside sales departments with various office tasks. In addition, identifying areas of opportunity and coaching the agents in individual or team sessions to assist with improvement. I was then offered the position of Assistant to the VP of Outside Sales, in which I was tasked with making sure the outside sales reps had all the materials and resources they needed to best sell new customers. As well as compiling sales reports and statistics for the vice president of outside sales. Also, setting up new commercial customers from online inquiries. In these positions, I always met and exceeded sales goals and expectations.

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