Customer Service Sales

Heather Frank **** Echo Ln

Overland, MO *****

Cell: 314-***-****

***********.*****@*****.***

Education:

St Joseph College

BAFA

West Hartford, CT

*/**** - **/****

Major: English- Communications

Focus on development of critical thinking, communication skills, creative

expression, and research skills. College Level work completed in

Mathematics, Oral Communications and Public Speaking, Composition, and

Spanish Language.

Experience:

Convergys Customer Management

Benefits Manager

Village Square, Hazelwood, MO. USA

September 2012-March 2013

Duties:

-Customer Service, Call Direction, De-escalation, Problem Solving, Call

Management,

-Product education, Service Sales, Program Management Assistance, Account

management

Rosetta Stone, Ltd.

Language Consultant

St Louis Galleria, Brentwood, MO. USA

August 2011-January 2012

Duties:

-Product Counseling, Up-selling, Customer Service, Sales, Follow-up, and

Outreach

-Inventory and Stocking

-Cash handling, Payment Processing

-Technical Support for Software and Devices (iPod, iPad, POS, Language

Product)

Skills:

- Extensive history in Customer Service

- Microsoft Office

- Fundamentals of Spanish Language (oral and written)

- Basic Bookkeeping including Accounts Receivable and Accounts Payable

- Sales and Collections

- Lesson Planning, Direct Tutoring, Peer Training,

-Exceptional Time Management and Organizational Skills

HDIS, Inc.

Customer Care Representative

Olivette, MO, USA

February 2009-May 2010

Duties:

-Customer Service

-Customer Intake, Account Set-up, Customer Surveys

-Taking Orders, Product Research and Counseling

-Processing payments, financial counseling for high risk accounts

-Balance Recovery

-Sales and Follow-up

-Outbound Calls- Sales, Retention, Collections

-Cisco Multi-line Phone, Microsoft Office, Electronic Filing, General

Office Appliances

I have always focused on product knowledge and education. My goal is to

find the best fit to the customer's needs which has allowed me to maintain

a high retention rate. My biggest sales achievement was a 0% return rate, a

feat near unheard of for any sales associate employed longer than 3 weeks

at Rosetta Stone LTD

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