Customer Service Sales
Resume:
Belma Blekic
Jacksonville, Florida 32256
Cell: 904-***-****
Email: *****.******@*****.***
Education:
DeVry University
Majoring in Marketing Management
Jacksonville, FL
Certificates:
• Google Certification
• Bing Certification
Skills:
• High Customer Service Standards
• Conflict resolution proficiency
• Strong Organizational Skills
• Active listening Skills
• Skilled in programs such as Excel & Word
• Sharp & quick problem solver
Experience:
Web.com
Jacksonville, Florida
Search Marketing Specialist: February 2013 to Current
• Create, maintain, and manage pay-per-click (PPC) search campaigns for clients
• Utilize Google Keyword Research Tools
• Worked with AMP, Optimus, Hermes, and Google Adwords
• Strategizing marketing solutions to increase traffic & leads
• Develop & maintain project budgets, status reports, and processes
• Increase relevant traffic by using ad groups & negative keywords
• Increase Quality traffic for leads & potential sales
Web.Com
Jacksonville, Florida
Retention Specialist: July 2012 to February 2013
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Made reasonable procedure exceptions to accommodate unusual customer request
• Provided accurate and appropriate information in response to customer inquiries
• Efficiently addresses customer service inquiries in a timely and accurate fashion
• Developed effective relationships with call center departments through clear communication
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
• I trained staff on how to improve customer interaction
• Properly directed inbound calls in phone queues to improve call flow in the inbound call center environment
• Being floor support for supervisors when they are shorthanded
• Exceeded Companies expectations with save rate to be above 65% monthly
• Exceeded Companies expectations with up sells above $1,000 monthly
Dillard’s
Jacksonville, Florida
Sunglass Specialist & Sales Associate: September 2010 to November 2012
• Successfully managed the activities of three team members in one location
• Improved service quality and increased sales by developing a strong knowledge of company's products and
services
• Developed rapport with the customer base by handling difficult issues with professionalism
• Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the
customer service department
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
• Organized weekly sales reports for the sales department to track product success
• Trained ten new employees quarterly
• Ranked as most effective department sales in the local region out of five stores
Core Jacksonville, Florida
February 2009 to November 2009
Key holder & Store Team Leader
• Successfully managed the activities of six team members in one location
• Manage on-site customer service representatives
• Improved service quality and increased sales by developing a strong knowledge of company's products and
services
• Resolved customer questions, issues and complaints
• Addressed negative customer feedback immediately
• Closed & locked the store at the end of each night
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