Customer Service Sales

QUINCYLENA FERRELL

**** ****** ***** **, ****** Ohio 44705• 234-***-****•***********@*****.***

SUMMARY OF QUALIFICATIONS

A highly confident, motivated self-starter with over eight years of various, progressive sales, customer service, and accounts collection experience. Organized, disciplined, and goal-oriented with excellent communication skills demonstrated by the ability to work with people of diverse backgrounds. Quickly establish rapport with clients, displaying sensitivity, discretion, and tact. Resourceful, versatile, and committed. Welcomes the challenge of solving problems. An exceptional person who can explore new territories and push existing limits by following up new leads or referrals fully.

AREAS OF EXPERTISE

•Customer Service Principles & Practices •Sales and Marketing Methods

•Data Entry/Records Management •Trained in HIPAA and Customer Sensitivity

•Financial Collections •Proficient with Windows, MS Office & other software

•Problem Identification & Resolution •Knowledge of All Modern Office Methods & Equipment

PROFESSIONAL EXPERIENCE

Business Class Associate 1/16-8/16

Soft Path Systems /Time Warner Cable (Akron OH)

Work with sales support agents to process order for business customers

Insure accuracy of orders, and contact customer with any changes or clarifications

Oversee order process until complete and has gone to install.

Requires time management skills and close attention to detail.

CUSTOMER DIRECTOR 12/2014-11/2015

Kelly Services Inc. (Troy, MI)

Answered incomings calls for client

Directed clients to appropriate departments based on call type.

Answered any question concerning company policy and warranty pricing, policy procedures

Processed credit cards, updated accounts information

DISPATCHER LEVEL II 08/2014-12/2014

Diebold, Inc. (Canton, OH)

Schedule and dispatch workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, or emergency repairs rendered outside the place of business.

Duties required using radio, telephone, or computer to transmit assignments and compiling statistics and reports on work progress

SALES REPRESENTATIVE 09/2011-05/2012

VXI Global Solutions, Inc. (Canton, OH)

Received incoming telephone calls and gave professional assistance to customers

Maintained strict adherence to company and client policies and procedures

Researched required information using available resources

Acquired and maintained high levels of product knowledge and promoted products to customers

Identified, initiated, and facilitated resolution of customer issues

Met weekly sales and performance goals on a consistent basis

Documented each call accurately and completely on system(s) of record

Offered excellent customer service and professionalism to every caller

CUSTOMER SERVICE SUPERVISOR 10/2009-04/2011

Ameridial, Inc. (North Canton, OH)

Supervised a team of Customer Care Agents in a call center setting

Ensured that customer service calls were answered and resolved in a timely manner

Handled escalated calls and interceded on complex issues to resolve them as quickly as possible

Conducted quality assessments on Agents’ calls

Monitored and coached Agents on my team as necessary

Supervised Agents’ conduct and work habits, administering progressive disciplinary action as needed

Worked as a team with other supervisors and managers to improve customer care and procedures

PATIENT CARE ADVOCATE 10/2006-04/2008

Express Scripts, Inc. (Saint Marys, GA)

Handled customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits

Used computerized systems to research and resolve problems in a timely manner

Assisted members in understanding and maximizing the use of their pharmacy distribution program

Maintained accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns

Identified and escalated repetitive questions and/or problems so that corrective action could be pursued and expedited

Worked collaboratively with other customer service representatives and supervisor to ensure that best-practices were shared

Created a professional atmosphere in department that promoted customer service excellence

FINANCIAL COLLECTOR 02/2006-06/2006

The Florida Times-Union (Jacksonville, FL)

Managed over 500 business-to-business collections accounts

Contacted clients to discuss placing advertisements or to arrange and collect payment on accounts

Effectively communicated with clients in a professional manner while finding ways to increase business

Generated monthly reports on assigned accounts

FINANCIAL ACCOUNTS COLLECTOR 07/2004-09/2005

Risk Management Alternatives (Jacksonville, FL)

Handled 150-200 inbound and outbound calls each day

Communicated with customers regarding past due accounts

Handled discrepancies on customers’ credit card accounts while guiding them through the proper resolution and/or negotiation procedures

Negotiated payment arrangements on past due accounts

Recorded information regarding financial status of customer and status of collection efforts

Traced delinquent customers by utilizing different investigation methods and information, such as research in collaboration with telephone companies, credit bureaus, and other financial institutions

EDUCATION

ASSOCIATE OF SCIENCE DEGREE in BUSINESS ADMINISTRATION

Colorado Technical University [Online], Colorado Springs, CO

Expected Completion: June 2013

HIGH SCHOOL DIPLOMA

Camden County High School, Kingsland, GA

June 2000

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