Sales Customer Service

Akisha Harvin

**** * *** ***** ** Ontario CA ****1 843-***-**** ***********@*****.***

Professional

Over Ten years’ experience delivering exceptional customer service, projecting a professional company image and exceeding company metrics for leading corporate, media and retail organizations. Highly competitive, passionate, persuasive and articulate, able to achieve results others believed to be impossible

Demonstrated success record in:

Branding, managing and positioning product lines.

Distilling value, overcoming objections and maintain service levels

Designing creative training material for new acquisitions and software.

Motivating staff to peak performance levels in previous leadership positions held.

HIGHLIGHTED CAREER ACHIEVEMENTS

A proven track record of successfully leading teams to achieve performance.

“Highest sales completed with lowest fall out rate April 2014

Won trip incentive for April 2014

Award for Elite Selling Team 2013-2015

Top 20 Sales consultant

Member of spirit committee 2012

Building improvement committee 2014

SME

Zeta Phi Beta Sorority Inc.

Excellent leadership, verbal and written communication skills.

Ability to handle escalated situations while remaining poised under pressure.

Education:

Benedict College Columbia SC

Bachelor of Science- Biology December 2008

Computer Skills:

Microsoft Office including Word, Excel, PowerPoint, Outlook etc

Windows XP & Vista Operating Systems

Work Experience:

Comcast Central Division Jacksonville FL

Sales Supervisor October2016-Present

Manage and motivate a team by providing positive leadership to a 12-20 member team.

Leads and monitors activities of Inbound Sales Representatives to ensure effective performance.

Provides motivation to Representatives through individual contact, goal setting, periodic meetings, and recommendation of incentive plans.

Ensures that established goals and quotas for the department are reached and motivates department to meet these goals.

Trained staff on products and services (through formal training and one-on-one coaching/ mentoring) by focusing on the sales process to ensure maximum lead generation and high closure rates for new business.

Assures adherence to budgets, schedules, work plans, and performance requirements.

Develops personal performance plans with Inbound Sales Representatives and provides on-going sales coaching, performance feedback, and quarterly performance plan reviews.

Conducts real-time phone monitoring and coaching to Inbound Sales Representatives in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels.

Work with Workforce Management and Workforce Analyst to confirm real-time monitoring of call volume, AHT and staffing, and adjusting schedules as necessary to maintain service objectives.

Responsible for tracking, measuring & improving team performance (quality monitoring, account metrics, attendance, team productivity)

Trained on product knowledge, tools and resources.

Strategized through creative thinking to push all agents to achieve and exceed expected goals.

Perform weekly call monitoring and provide and encourage mutual development.

Comcast of the Carolina’s Charleston SC

Escalations Customer Account Executive VIP September 2015-October2016

1 of 10 members selected to launch Comcast’s VIP Program

Handled Comcast’s most influential customers (CEO of Google, Twitter, etc.).

Handled said customer’s accounts from end to end.

Supported various programs launched by the corporate marketing team.

Compiled and submitted data from these programs.

Created ‘How To’ documents to help formulate a process.

Presented new ideas to help the VIP program evolve.

Comcast of the Carolina’s Charleston SC

Customer Account Executive September 2012-October2015

Received inbound calls from existing and potential customers

Sold products and services specializing in XFINITY Home.

Educated customers on rates, price plans, and others services offered

Placed orders for services and equipment.

Supported team mates and peers in an intense sales environment.

GEL LLC Charleston SC

Bio-Chemist July 2010-June 2012

Performed Rad 1 testing on multi organic media.

Followed SOP’s to carry out radioactive testing.

Isolated isotopes of Thorium 230 and Strontium 89/90.

Complied detail data for National Reports.

Provided feedback and ideas to support safety while testing.

Verizon Wireless Columbia SC Customer Service Representative July 2009- June 2010

Supported existing and potential customers

Sold products and services of Verizon Wireless

Offered customers deals on rates, price plans, devices, and others services.

Submitted orders for devices and accessories

Supported customers with technical support questions and concerns

Solved customers technical support issues

Reviewed billing and reworked bills

Classic Event Management Columbia, SC State Coordinator October 2001 – June 2011

Supervised and schedule a team of 12 brand ambassadors.

Trained ambassadors on selling techniques and product knowledge

Drove product sales to increase brand revenue

Schedule and arrange various entertainment events

Coordinated On/Off Premise events.

Complete recap of events and payroll inquires

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