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Sales Customer Service

Location:
Charlotte, North Carolina, United States
Posted:
January 30, 2018

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Resume:

Danna Green

**** ******** ***** **** - *********, NC 28213

ac39kl@r.postjobfree.com

Home - 704-***-**** Cell 704-***-****

Objective:

To continue my career in a fast paced, challenging, and productive environment within your company by obtaining a position that will allow for increased responsibilities.

Key Strengths:

Team player - Passion for learning/sharing knowledge and troubleshooting.

Ability to communicate and make appropriate decisions in a concise manner.

Ability to work in fast paced environment and adapt to change.

Strong time management, organizational, and administrative skills.

Proficient at multi-tasking. Able to answer phones, take notes and treat customers with attentive respect under stress.

Fluent in English with strong written, listening, and verbal communication skills.

Competent with Windows, and Mac. Knowledgeable of Microsoft Office, Excel and QuickBooks.

Knowledge of systems as follow: Icoms, Salesforce, CSG Application, People soft, Oracle, ServMan, Avaya Telephone system.

Type 60 WPM

WORK EXPERIENCE:

Morris Jenkins- Charlotte NC – December- Present

Consult with and research customer concerns; explain billing charges and credits

Retain voluntary disconnects

Offer current marketing offers

Pull daily reports

Contact customers for renewal of service plan

Collections

Respond to customer queries and address service complaints in a timely manner

Provide excellent customer services and ensure customer satisfaction

Build positive working relationships with customers for repeat businesses.

Explain customers about products and benefits.

Provides feedback to call center Manager and Director

Charter/ Time Warner Cable - Charlotte, NC - July 2015- December 2017

Consult with and research customer concerns; explain billing charges and credits

Retain voluntary disconnects

Offer current marketing offers.

Up sell existing customers

Developed system structure to raise the level of team productivity

Fulfilled informal supervisory duties when assigned

Coach team members to meet defined sales goals, and quality objectives

Provide knowledge of business practices and procedures in coaching sessions

Respond to customer queries and address service complaints in a timely manner

Provide excellent customer services and ensure customer satisfaction

Build positive working relationships with customers for repeat businesses.

Explain customers about new products and benefits.

Provides feedback to call center team leaders and supervisors

Entered orders in salesforce for entire department

Outbound Sales

Enter sales orders in billing ICOM and CSG billing systems

Effectively sell Charter products and services to existing customers.

Inform customers of our product pricing model and Charter’s competitive advantage compared to other service providers

Act as a product consultant when promoting, recommending and selling the value of Spectrum Business products and services

Responsible for consistently achieving a monthly sales quota by adding new lines of service.

Meet activity targets and key performance indicators which include outbound calls per day, follow up calls, quotes sent, sales, and connects, etc.

Wells Fargo - Charlotte, NC - June 2014 to July 2015

Online customer service

Assist clients with navigating online banking services

Address customer inquiries and provide effective solutions

Support Sales representatives with customer product management

Meet defined sales goals/quotas including cross-sell and product referrals

Navigate multiple windows and applications and utilize search tools to find information

Knowledge of CCM, CIV, Hogan, CSA, CAP, and MBB

Provide inbound telephone support for Online Banking clients

Coach team members to meet defined sales goals, and quality objectives

Interim floor support for team members upon request

Provide knowledge of business practices and procedures in coaching sessions

Provides feedback to call center team leaders and managers

File and submit claims on deposit accounts and debit cards along with bill pay claims

Identify risk and prevent loss from fraud reports, referrals from fraud email box and return items

Create Fraud Claims on checking accounts and debit cards. Review reports conduct research using third Review reports conduct research using third party data sources to validate monetary and non-monetary transactions.

Recommend banking products that enable Wells Fargo to deepen its relationship with customer while maintaining Q&A/KDM standards as established by the business unit. Document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations

Customer care rep - Sprint PCS

Sprint PCS - Charlotte, NC - May 2008 to June 2014

Logging and tracking calls in a computer database, and maintaining

History records and related problem documentation.

Researching, documenting, and proposing new methods or modifications to existing methods of customer support processes

Managing workload effectively and providing accurate accounting of work and time allocation.

Reporting on variances as necessary.

Coached new hire

Worked as interim supervisor (POC)

Fulfilled informal supervisory duties when assigned

Assisting customers with technical issues with devices

Assisting customers with billing inquiries

Coach and develop reps for meeting monthly metrics

Uses quality monitoring data management system to compile and track performance at team and individual level

Coordinates and facilitates call calibration sessions for call center staff

Cablevision - Jericho, NY – February 2000 to March 2008

Sales Support Coordinator II/QA

Enter orders from outside telemarketing firm, in-house sales rep, and retail stores

Communicate with outside contractors

Reschedule installation appointments

Set up new customers accounts

Up sell existing customers

Developed system structure to raise the level of team productivity

Fulfilled informal supervisory duties when assigned

Ensured accuracy of all inbound and outbound sales teams orders

Collect delinquent funds to reestablish accounts

Worked along with construction department to ensure serviceability of area

Prepares and analyzes internal and external quality reports for management staff review

Provides feedback to call center team leaders and managers

Premier National Events, Deer Park NY August 1998 – December 1998

Office Administrator/ Event Planner

Accounts Payable Processes & Management

Invoices/Expense Reports/Payment Transactions

Bookkeeping

Inventory

EDUCATION

Medical Billing and Coding

Penn Foster Scranton, PA



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