Customer Service Sales

Summary of Qualifications

I am a self-motivated, empathetic and results driven Customer Service Professional with over ten years of experience in healthcare, retail, telecommunications and call center environments. I am seeking full time opportunities with a company where I can draw on my prior experiences to provide exceptional customer service.

Core Competencies

Employs empathetic listening strategies for rapid conflict resolution and de-escalation

Identifies customer specified requests and recommends additional products of potential interest

Continually exceeds established productivity, schedule adherence and quality standards

Proficient in Microsoft Office Suite ( Word, Excel, Outlook, PowerPoint)

Professional Experience

Comcast Corp., Woodridge IL 1/2013 – 2/2015

Customer Experience Rep. (Repair) and Account Executive (Video)

Responsible for inbound calls from residential customers regarding technical questions and aided callers with technical assistance and solutions for cable, software and billing concerns.

Exceeded performance expectations for first call resolution, time on a call sales and troubleshooting process to reduce dispatch of Comcast Technicians 85% and maintained a Voice of the Customer (VOC) average of 100%

Sears Holding Corp., Naperville IL 3/2008 – 3/2009

Delivery Specialist

Point of contact for inbound customer calls, sales associates, inventory and dispatch of service repair.

Prevented dissatisfaction and product return 90% of the time with resolution time of 2.57 minutes.

Quest Diagnostics Laboratory, Wood Dale IL 1/1990 – 6/2004

Billing Patient Service Rep. I-II, Industrial Client Service Rep. I, Lab Aide, Clerk-Typist

Received numerous promotions for demonstration of competency and critical thinking skills

Mentored a team of 12 to rectify uncommon patient/physician/hospital inquiries

Group answered calls within 0.15 seconds to effective company goal sharing by 100.00%

Favorable outcome development of representatives relieved of paperwork by group leaders; rapid response time of calls and 70% of overtime eliminated; company gained $33,690.45 each month

Reconciled non-posted payments in accounts receivable department tracing approximately 50%

Worked with sales department to address issues in order to save the account

Created a “shortcut” guide for teams to improve familiarity with upgraded billing system

Regularly exceeded company call quotas with an average of over 125 calls 8 hour shift

Developed and successfully implemented in laboratory company-wide cost savings measures

Additional Experience

Marian Park Inc., Wheaton IL After-School Program Director 9/2006-11/2007

Volunteer Experience

R. E. A. C. H. Inc., Lisle IL Committee Member 12/2006- present

Aid needy local families, establish more programs, manage upcoming grant deadlines and provide emergency and support and supplementary food

Private Home Caregiver, Aurora IL 3/2007-3/2008

Helped clients with personal needs, daily meals, cleaning home, driving client to appointments

Education

College of DuPage, Glen Ellyn IL

Associates in Business Administration (expected graduate 2017)

Christian Fenger H.S., Chicago IL

High School Diploma

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