Customer Service Sales
Resume:
LARICA J. HENDERSON
*** ******* ****** *****, **** MILL, SC 29715 PHONE:
******.*********@*****.***
EXPERIENCE: Henderson Janitorial Services, Fort Mill, South Carolina
July 06-Current Owner /Proprietor
. Manage Sub-Contracting work for Queen City Building
Maintenance
. Assure nightly, weekly and monthly cleaning duties are
completed for daily operations
. Order Cleaning supplies
. Submit monthly invoices for compensation
Time Warner Cable, Charlotte, North Carolina
Dec.12-Current Customer Care Professional
. Service inbound calls by assisting existing and potential customers
. Assist with Billing and Technical issues promptly
. Effectively multi-tasking different operational systems to assist
customers
. Customize packages to tailor customer's preferences
. Offer products by presenting value base for customer's needs
. Executing problem resolution quickly and efficiently
. Providing an overall excellent customer experience by wowing our clients
RedVentures, Fort Mill, South Carolina
Jan. 11-Jan.12 Senior Sales Agent
. Serviced in and outbound calls by utilizing persuasive
sales techniques
. Consistently managed a variety of tasks, including
exceeding sales goals
. Educated customer on benefits and features of products
. Exceeded quality assurance metrics consistently
Coca-Cola Bottling Consolidated Company, Charlotte,
North Carolina
April 04-June 06 Inside Sales Representative
. Serviced inbound calls by managing existing business
relationship by servicing client's account
. Recognized optimal sales opportunities with the
introduction of new and
existing products
. Executed and maintained monthly incentives goals
. Ensured proper inventory levels
. Provided excellent customer service to all clients by
accessing their business needs to promote a winning solution
Citicorp Trust Bank, fsb, Charlotte, North Carolina
Aug. 02-March 04 Client Relations Specialist
. Serviced telephone inquires from Primerica Representatives
. Conducted underwriting responsibilities to assist with
mortgage loan request
. Handled email request on status of client's account
. Assisted in loan process by ordering and reviewing
appraisals and title searches
. Input of daily annotations to inform of the loan process
. Prepared amortization schedules
. Reviewed loan files for compliance regulations
Washington Mutual, Lithia Springs, Georgia
Sept. 01-May 02 Senior Personal Financial Representative
. Managed small business portfolio
. Developed small business relationships
. Assisted business and consumer customers with investment
plans and goals
. Promoted and sold retail products to existing customers
and prospects
. Developed and implemented strategic plans to meet monthly
deposit and loan goals
Little Treasure, Cleveland, Ohio
May 00-March 01 Certified Type B Family Day Car Provider/Owner
. Provided daily care for working families
. Structured daily curriculum
. Coordinated nutritious well balanced meals according to
federal regulations
. Conducted monthly quality reviews for parental involvement
Charter One Bank, Cleveland, Ohio
May 99-May 00 Senior Customer Service Specialist
. Supported customer telephone inquiries on account disputes
and assisted with account analysis and problem resolution
. Call Center liaison between customers and branch
operations on customer's accounts to assist with solving
problems
. Conducted quality reviews by monitoring calls of customer
interaction to assure quality management
. Coordinated employee incentive programs to manage employee
productivity for team and individual goals while rewarding
quality assurance performance
Key Corporation, Brooklyn, Ohio
Nov. 97-May 99 Call Center Representative
. Serviced inbound telephone inquiries from customers for
demand deposit accounts, installment loans, lines of credit,
credit cards and cash reserve credit products
. Sold innovative products to new customers and enhanced
existing customers' relationships with the bank through
additional services such as IRA's, credit cards, lines of
credit, trust accounts and other financial services
. Managed customer complaints and disputes for problem
resolution and escalation above team and individual
production measurements
. Exceed customer surveys and monthly monitoring goals
EDUCATION: Collinwood High School, Cleveland, Ohio
Advanced Studies Diploma, June 1986
HONORS:
. Star Performers Award for Customer Satisfaction-April
2014
. Top Performers Award for Customer Satisfaction-March
2013
. Senior Agent Achievement Award -October 2011
. Series 6 License - February 2002
. Highest Fee Income Recovery - January 1999
. Excel Award for Outstanding Performance - 1998
. 2nd place in TeleSale Referrals - December 1998
. 2nd place in TeleSale Referrals - November 1998
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