Customer Service Sales

TERRANCE D. WILLIAMS

** ******* **., *********, ** 14615 585-***-**** (C)

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

Experienced Sales & Customer Service Associate knowledgeable in all areas of customer service. Expertise in

driving sales through lead generation, opportunity progression, and account fulfillment assistance. Proven performer

who moves easily from vision and strategy to implementation and follow-through. Key strengths:

Excellent Communication Skills Strong Customer relationship-building skills

Team-Player Detail Oriented

Results-Driven Deadline Conscious

PROFESSIONAL EXPERIENCE

Jackson Hewitt Tax Service Rochester, New York

Tax Professional (Seasonal) 01/2012 – 04/2014

Prepared federal and state tax returns for a local franchise tax office. Assisted clients with tax related questions and

concerns. Participated in federal and state tax update training, and trained new Tax Professionals.

Prepared federal, state, and local tax returns by collecting, analyzing and formatting financial

information for individuals and small businesses

Maintained knowledge of tax requirements by studying new tax regulations

Maintained customer confidence and protected operations by keeping tax information confidential

Complied with federal, state, and local tax requirements by filing required financial and related

information

Direct-2-Market Sales Solutions Rochester, New York

Marketing Specialist (Temp) 05/2011 – 12/2012

Provided existing and new clients with total sales and marketing outsource solutions across many industries, including

legal, logistics, life science, and telecommunications. Responsible for integrating multiple marketing communication

tools to minimize cost and maximize return.

Designed and developed strategic sales and marketing plans for new clients

Provided marketing solutions to high end clientele

Implemented specialized marketing tools through electronic media

Managed database marketing tools for Lexis Nexis and related subsidiaries

Concentrix, Inc. Pittsford, New York

Inside Sales Representative (Contract) 07/2010 – 10/ 2011

Developed and grew customer relationships with new and existing clients. Responsible for promoting products and

services to customers and prospects. Identified new opportunities, nurtured prospects to become customers; secured

orders and closed sales.

Provided customer service and support technology to high-end vehicle owners

Maintained record and customer care management system

Identified client needs and proposed appropriate solutions

Generated sales by identifying and maximizing client needs and opportunities

Achieved specific sales metrics on a continual basis

Sutherland Global Services Henrietta, New York

Customer Service & Technical Support 11/ 2007-03/ 2009

Handled and recorded incoming telephone calls for clients. Assisted clients by efficiently diagnosing and resolving

technical issues and inquiries. Provided customers with quality service by following the defined processes and

procedures.

Provided customer service support related questions about Turbo Tax Software

Processed customer orders and assisted in maintaining quality control and service

Provided technical support to customers through step-by-step direction in utilizing Turbo Tax Software

Catalyst Direct Rochester, New York

Lead Generation Consultant 12/ 2005-10/2006

Generated qualified customer leads that developed into sales opportunities. Utilized available resources to identify

potential new customers. Performed customer retention and recovery activities to increase existing sales volume.

Secured sales leads for Kodak Nexpress 2100 digital photocopiers

Scheduled appointments between prospects and assigned sales representatives to introduce services and

educate prospects on the value of our products.

Worked closely with management team to ensure individual and department sales goals were achieved

Maintained sales data base and tracking of weekly and monthly reports for Kodak customer accounts

Trained new employees on logistics of company procedures

Concentrix, Inc Pittsford, New York

Lead Generation & Customer Services Representative 08/2004-12/2005

Performed extensive cold calling to prospects using the phone aggressively, gathering sales intelligence, and passing

qualified leads to sales representatives. Provided follow-up for marketing and lead generation initiatives. Demonstrated

flexibility in satisfying customer demands in a fast-paced environment.

Secured sales leads for Anthem Blue Cross & Blue Shield

Discussed health insurance plans for small companies in the Connecticut area

Reserved rental vehicles for Ryder Logistics & Transportation Services

Provided emergency inbound roadside assistance to rental customers

Trained temporary employees on customer care management system

SKILLS

Proficient in Microsoft Word, Excel, Power Point, and Outlook

REFERENCES

REFERENCES

Available upon request

Contact this candidate