Customer Service Sales
Resume:
Altoria DeDais
*******.******@*****.***
10+ years of experience in managing the lifecycle of a business across banking, commercial/ business lending and telecommunication industries. Organized and detailed self starter, able to assess, strategize and prioritize effectively to accomplish multiple task as well as reconcile clients/steakholder needs. Professional Experience
Delmarva Power a Exelon Company
Business Associate -04/2012- Current
• Prospecting for new business as well as for establishing and maintaining profitable relationships with current clients.
• Consults with Retailers to ensure fundamental business and retail techniques are executed. Examples include gross margin, cash flow, expense management, customer service, brand management, advertising, merchandise mix, plan-o-grams, labor optimization, inventory management, etc.
• Monitor and generate reports, which include (Vendor Purchase Order information, leased facilities showing specifics for all, monthly utility spending, & tracked payments for all special building construction projects.
• Provide back-up Receptionist coverage on an as-needed basis. 21 Century Insurance –
Business Consultant/ Service Associate -02/11 - 04/12
• Communicated with internal/external clients about basic underwriting guidelines, policies, marketing initiatives to reconcile customer accounts, resolve basic policy and account related questions.
• Assist in implementing a Customer Service Platform, held workshops to get team up to speed, created training materials, established run-books and STI’s when hitting benchmarks.
• Identified customer’s needs, assessed employee’s skills, then designed and executed a training plan to indorse better customer service
• Consults with management on job specifications and requirements, evaluating new and revised position descriptions to determine appropriate classifications.
• Managerial capability with experience developing processes and procedures to ensure accurate and timely processing of compensation communications and transactions.
• Strong team lead skills and proven ability to implement key compensation initiatives
• Analytical skills including the ability to develop compensation metrics and reports that are aligned with key business and Human Resources objectives.
Sprint
Channel Manager/ Retention SME -09/09 to 02/11
• Managed relationships across all levels of the local consumer sales channels, including retail sales makers, assistant store managers, store managers and area store managers, IAEs and ISMs and dealer principles/ sales makers.
• Identifies business sales opportunities and internal support needs.
• Worked with local consumer sales leadership and sales executives as a professional consultant, identifying knowledge and training needs and making recommendations of improving business sales acumen.
• Worked with select retail and local 3rd party consumer dealers to develop plans for improving small business/CL walk-in conversions, base up-sell/cross-sell and outside prospecting if applicable
• Addressed external consumers unresolved issues in order to retain accounts, company profitability, reduce churn and raise overall customer satisfaction.
• Demonstrate the value of Constant Contact products by properly aligning their features, benefits, and price with the needs of our customers
• Team lead in the Mentor Program Advanced Training of new hires and seasoned agents, addressed the constant change within the Wireless Industry, promoted a consistent message of improving the overall satisfaction of the customer’s experience and trained new hires on core principles and diciplines. Altoria DeDais
*******.******@*****.***
Discover Financial Services
Frad Analyst -09/08 - 07/06
• Monitors numerous real-time queues and analyzes high-risk transactions from specified points-of-sale within the business portfolio.
• Independently determines if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled.
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses.
• Contacts and effectively communicates with customers, banks, and suppliers via multiple channels
(phone, email, fax)
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements.
• Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• Maintains or exceeds required performance standards
• Performs special projects in a timely manner, as requested Education and Training
Education:
Monroe College
Business and Administration
Computer Literacery Skills:
Microsoft Office, Word, Excel, Outlook, Sharepoint, CRM Software, C3, Lexiznexis, Peoplesoft, IEX, Tsys
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