Breyonna Thompson

ac13xb@r.postjobfree.com

954-***-****

Customer Service Rep / Sales Rep

** *****’ Experience in Call Center Settings

Polished, professional customer service rep offering:

Eight years of experience providing customer support in busy call center environments for public utility and insurance industry employers.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Experience

Customer Service Representative Sales Inbound-Outbound

10/2015 – Present, Cross Country Home Services, Sunrise, FL

Achieves staffing objectives by recruiting and evaluating service providers in our network, managing relocations and intern program, Sourcing and attracting service providers by using databases, social media etc, and ensuring our company attracts, and retains the best service providers, while growing a strong talent pipeline.

KEY ACCOMPLISHMENTS:

Develop and update job descriptions and job specifications

Screen service providers job application

Conduct interviews using various reliable recruiting and selection tools/methods to filter service providers within schedule

Maintain relationships with business contacts to gain industry knowledge and obtain referrals

Became employee of the month a few times as well as top recruiter of my department.

Managed a high-volume workload within a deadline-driven environment.

5/2013 - 10/2015, Caribbean Cruise Line, Fort Lauderdale, FL

Handle customer inquiries, sales, up sales, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in sales developing field services, new business, operations and consumer affairs.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, sales quotas, accuracy, and volume).

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including. communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training.

2/2010-3/2012, Vacation Village, Fort Lauderdale, FL

Handled incoming calls, made outbound calls to upscale packages, responded to inquiries, resolving problems and correcting travel plans. Provided quotes and executed online reservations changes for travel. Used consultative selling techniques to provide leads for telesales personnel.

Key Accomplishments:

Recognized as “#1 Customer Service Sales Rep” (out of 20 reps in division) in fall 2011. Ranking was based on accuracy, customer service, sales, duration of calls and availability.

Education

2009 Graduated with honors from Piper High School

2010 Broward College – Broadcasting

Skills

Skill Name

Skill Level

Customer Service

Expert

Call Center

Service Operations

Expert

Dispute Resolution

Expert

Sales Lead Generation

Expert

Data Entry

Expert

Multiline Phone Use

Expert

MS Word, Excel and Access

Intermediate

Additional Information

Willing to relocate

Willing to travel up to 25% of the time

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