Sales Customer Service
Resume:
Danna Green
**** ******** ***** **** - *********, NC 28213
************@*****.***
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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