Customer Service Sales

YDNEY I RICE II

S

**** ****** ***** ***** ** PHONE 678-***-****

SMYRNA, GA 30082 EMAIL: ************@*****.***

OBJECTIVE

Seeking employment where my education and experience in Customer Service, Training, Problem Solving,

and Management will help me assimilate into knowledgeable and productive agent.

CAREER PROFILE

• Detail oriented “multi tasker.” Able to balance competing priorities and tight

deadlines. Known for quality and timely completion of projects. Ability to navigate

multiple windows at once and assist other reps and TLs while taking calls on a daily

basis.

• Effective communicator. Articulate, excellent interpersonal and writing skills.

Conscientious and thorough with attention to detail.

• Self Motivated. Establish priorities to achieve immediate and long term goals. Comfortable working

independently and as an integral member of a team. Known for my “can do” and positive attitude and

ability to motivate my peers to perform at a higher level.

• Customer Focused. Committed to delivering exemplary service on every call as well as de

escalate and fix customer’s repeat issues.

Key Technological and Customer Relations Abilities

• Skills • •

Customer Relations Organizational

• Outlook, Outlook • •

Excellent Communicator Strategic Planning

Express, Mac Mail • • Resource Planning

Creative Trouble Shooter

and Windows Live

• •

Ability to Balance Customer Team

• Sales Training Satisfaction with Organizational Building/Motivation

• ACSR Work Order Goals • Staff Development

Entry • Proactive implementation of • Project Management

• EROne Ticket concepts and sales tactics

• Customer Service

Creation & • Create and implement strategies Management

Escalation to drive fiscal goals for various

• Motivator

• Sales & Margin companies and projects

• Communicator

Improvement • Able to de escalate and resolve

high risk customer’s issues.

Employment History

Convergys Mar. 2012 Dec. 2013

WAH (Comcast)

PROGRAM Ready Trainer

• Trained newly hired agents on company protocols and expectations.

• Facilitated the transfer of knowledge in an online virtual classroom to new hire classes.

• Daily reporting of classes attendance and progress

• Run sales order entry classes which resulted in an increase in sales for that team in the new fiscal month.

• Facilitate training classes on Erone, X1 platform, etc. for agents who either needed more experience with

these new programs or missed a previous training session.

• Performed daily responsibilities while also assisting peers and TLs in both WAH conference chat

and in escalation chat so TLs can run coaching and other duties.

• Handle supervisor and VOC callbacks on a daily basis where I de escalate and resolve the

customers’ issues in a timely and efficient manner.

• Run a dedicated sales chat for our team to help struggling agents with sales which resulted in an

increased sales rate as a result of that support.

•

Research and conduct pitches for my team which has resulted in a sales boost for the fiscal month.

• Assist with the development of new team agents out of transition which resulted in one of them taking on

Floor Support duties two months out of transition.

• Build rapport with team, supervisors and other Floor Support to create a fun and goal oriented work

atmosphere for agents to thrive in and receive the support they need.

• Acted as chat moderator during TLs absence so team members can receive the support they need

during shifts which has decreased the amount of questions they ask other supervisors.

• Helped reps enter sales on daily basis while taking calls and helping customers as well as provide

troubleshooting support to other reps.

ACD Direct Dec. 2010 – Feb. 2012

Smyrna, GA

Customer Service Representative

• Answered inbound calls taking pledges for various PBS Stations and Non Profit

organizations.

• Provided technical support to other employees.

• Referred people to membership services for issues out of scope for my department.

West at Home Nov. 2010 – Feb. 2013

Omaha, NE

Customer Service Specialist

• Answered inbound sales and customer service calls for clients.

• Offered additional sale items on every order.

• Handled customer refunds, exchanges, and other issues.

• Signed new customers up for mailing list.

• Track status of orders for customers.

• Managed and update customer account information.

• Routed escalated callers to proper department for further support.

• Provided customer support for billing disputes.

VIP Desk Jan. 2010 –

June 2010

Golden, CO

Customer Service Representative

• Answered inbound telephone calls for Servicemagic.com client.

• Found local contractors for a multitude of services for customers of Service Magic.

• Discussed project goals and cross sell additional opportunities for repairs, installations, additions,

remodeling, or renovations.

• Trained agents in knowing what and how to offer additional services that coordinate with the customers

planned project.

CLOUD 10 Mar. 2009 – Feb. 2010

Denver, CO

Subject Matter Expert

Answered inbound technical support and billing calls for Comcast client.

Diagnosed customer issue and resolve those issues with customer.

Routed calls to the appropriate department if no resolution can be reached on my end.

Assisted in training new employees.

Provided chat support for multiple lines of business.

Led ongoing education classes for agents to be able to provide the best possible support for the most up to date

technologies.

WENDY’S June 2008 – Mar. 2009

Lavonia, GA

Shift Leader

Responsible for coordination of all business operations for this very fast paced fast food establishment.

Supervised up to five employees.

Took accurate food orders and completed cash register transactions.

Resolved customer complaints and maximized customer satisfaction.

Certified in Serve Safe & Sparkle.

General maintenance (plumbing, tile laying and electrical repairs).

Trained new employees in proper food preparation and safety practices.

SIR ENTERPRISIES LICENSED Dec. 2005 – June 2008

Canon, GA

Owner/ Operator

Secured and maintained a steady work flow by competitively bidding on jobs.

Managed all aspects of human resources including book keeping, payroll and taxes.

Hired and supervised labor force.

Trained new employees in current code enforcement and safety procedures.

Adhered and followed all building inspections to ensure all work was up to code.

Education

West Georgia Tech Certificate

Concentration: Contracting & Business Studies; Minor: Business

Management

2004 2005

Awards

Contact this candidate