Customer Service Sales

404-***-****•***********.*****@*****.***

Tawanda Bell

**** ****** **, ****** **** Ga 30297•404-***-****•***********.*****@*****.***

Tawanda Bell

O bjective

Customer service role in fast paced environment, where managing, leading and assuming

responsibilities of all customer care activities and services, will ensure that the satisfied

clientele.

E xperience

02/2014- Present

Remx Atlanta, GA

C ustomer Service Medical Assistant

Serving as an advocate for patients by contacting medical locations and Doctors

on behalf of the health provider.

Extracting data for Outcomes health conducting audits used to improve the

quality of the patients health.

Efficiently using data extracted to reduce risk management under HEDIS

certification

06/2010-10/2013

Alorica Inc Kennesaw, GA

C ustomer Service Training Manager – Verizon wireless

Analyze and evaluate center training needs to develop, modify or improve

existing training programs, materials and curriculum

Communicate results in a clear and concise manner to customers by providing

accurate and complete information for the resolution of inquiries while

maintaining brand-integrity

Participate in variety of special projects and perform administrative duties as

assigned

Trained and supervised customer service professionals to ensure optimum

satisfaction of clients

Managed a team of Client Services Associates that focused on meeting Customer

Service efficiency and quality standards

Led the process of hiring customer service representatives

Test trainees to measure progress and to evaluate effectiveness of training

05/2009-06/2013

Conway Fayetteville, GA

S enior Sales Associate

Acting as a liaison between a company and its customers and expanding the clients

Responsible for training all new associates and placing supply order

Consistently perform above my employers' expectations in both sales and customer

service

Ensure that each customer receives outstanding service by providing a friendly

environment, which includes greeting and acknowledging every customer,

404-***-****•***********.*****@*****.***

Tawanda Bell

maintaining solid product knowledge and all other aspects of customer service

05/2006-12/2007

Convergys Valdosta, GA

C ustomer Service Escalation Manager - DIRECTV

Provide floor presence, coaching, counseling, direction, and resolution for

customer concerns

Deliver constructive feedback and best practices to team members to meet and

exceed departmental objectives

Provide agents with daily communication regarding performance and action plan

to improve

Ensure consistent monitoring and coaching via side-by-sides and remotely to

ensure agent quality /metrics goals are met

Accurately assess and respond to customer’s requests for account information,

by following established calling handling policies and procedures

Identify customer needs, follow through on all calls, and provide prompt

resolution to inquiries

Manage telephone calls professionally, efficiently and with good communication

Education

2001-2004

Morrow High school – College Prep Morrow, GA

Diploma

2004-2008 Valdosta State University – Major Business Administration –

Sales & Marketing Valdosta, GA

S kills

Certified GIFTED Trainer and Escalation Specialist

Instrumental among teammates in process innovation, focuses on retaining

customers, sales and service achievement

Proficient in analyzing data and charts through use of PC skills Word 2013,

PowerPoint2013, Excel 2013, Office 2013, Drive, Witness, IEX, Oracle and

PeopleSoft

Exceeding set objectives, customer takeovers, call resolution, appraisal coverage,

employee development, action plans, meeting deliverables and providing the

""best"" customer service experience

Efficient adhering to and implementing the Business Code of Conduct

Advanced in motivating managing, coaching consultant’s development and

provide feedback on retention, sales, customer service

Contact this candidate