Customer Service Sales

Antonya D. Young

**** ******** **.

Blackstock, SC 29014

Home: 803-***-**** or 803-***-****

***************@*****.***

CUSTOMER SERVICE REP /SALES 11 YEARS' EXPERIENCE IN CALL CENTER SETTINGS

Polished, professional customer service rep offering:

11 years of experience providing customer support in busy call center environments for Banking, Insurance industry and Mobile sales 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

02/2016-Present, Bank of America, Columbia, SC

Handle customer inquiries, complaints, billing questions and payment requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Verify customer’s demographic information before answering any questions. Make sure that all demographic information matches the IRS database. Advising customers of new products and options for better banking transactions

Key Accomplishments:

Managing 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, accuracy, volume).

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both 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 to learn ways to enhance customer satisfaction and improve productivity.

Customer Service Agent

06/2012-12/2015, JP Morgan Chase, Charlotte, NC

Took incoming calls for processing of IRS payments, made sure that all payments input was accurate, and the demographic information matched with what had been placed in system. Obtain authorization from supervisor for large deposits. Assisted in mail room as need.

Key Accomplishments:

Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2014. Ranking was based on accuracy, customer service, duration of calls and availability.

Co-developed on-the-job training program that reduced training time from eight weeks to five.

Customer Service Agent

03/2009-12/2011, Lash Group, Charlotte, NC

Handled incoming calls from open enrollments and new enrollments, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for insurance. Pre-Auth different types of medicines needed for terminally ill patients.

Key Accomplishments:

Recognized as "#1 Customer Service Rep was based on accuracy, customer service, duration of calls and availability.

Customer Service Agent

01/2006- 06/2008 Verizon, Savannah, GA

Made inbound and outbound calls to consumers advising them of promotions and sales. Assisted with billing questions and payment requests. Used consultative selling techniques to provide leads for telesales personnel.

Key Accomplishments:

Completed on-the-job training program

Contributed to an 8% sales increase in 2006 by improving lead-generation and sales-tracking techniques.

EDUCATION

02/20016-03/2016, Action Studies Customer Service Skills Training, Columbia, SC

Completed five 4-hour modules of customer service training. Topics included how to:

Greet transfer and hold calls

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

Work in teams and in a self-directed environment

8/1996-5/1999 Fairfield High School, Winnsboro, SC

SKILLS:

Skill Name

Skill Level

Last Used/Experience

Customer Service

Expert

Currently used/11 years

Call Center Service Operations

Expert

Currently used/11 years

Complaint Handling/Dispute Resolution

Expert

Currently used/11 years

Sales Lead Generation

Expert

Currently used/11 years

Data Entry/Records Management

Expert

Currently used/11 years

Multiline Phone Use

Expert

Currently used/11years

MS Word, Excel and Access

Intermediate

Currently used/8 years

ADDITIONAL INFORMATION

Willing to relocate

Willing to travel up to 25% of the time

Contact this candidate