Customer Service & Sales
Resume:
Denise Smith
Located in Placencia, Belize returning to Columbia, MO 65203 011+501-***-**** ******@*****.***
E x p e r i e n c e d P r o f e s s i o n a l S e e k i n g O p p o r t u n i t y A s
Exceptional Organization Excellent Customer Service Self Motivated
Strong Time Management Routinely Exceed Expectations
Superior Attention to Details
Excel Verbally & Written
Strong Problem Solving Skills
Calm & Patient Demeanor
YP Marketing Solutions, St. Louis, MO
Win-Back Team (Retention) 10/2012 – 04/18/2016 Salary: $14.37/hr plus commissions
Responsibilities:
I call/email small businesses with disputes and uncover the issue, resolve problem, earn back their business by providing them with support and guidance.
Provide written or verbal instruction systematically guiding them on Adsolutions portal, connect program and website editing.
During my employment I have met or exceeded monthly objectives, which allowed me to move up into more challenging departments.
Provide excellent customer service to existing and new clients
Resolve conflicts on products and client order through Salesforce cases.
Coordinate with multiple departments to ensure deadlines are met
Provide concise details for the Design, Credit, Finance and Support Teams through Salesforce cases.
Communicate with client on progress of order via email or phone.
Collaborate with multiple departments to resolve complaints, claims or performance issues via Salesforce cases and tasks.
Utilize dual screen allowing me access to all programs needed during the discovery and proposal phase with potential clients.
Achievements:
During my tenure I have received numerous awards for exceeding objectives.
My most prized award is from clients who have written letters regarding their experience and satisfaction.
Working in the Win Back department was without a doubt the most challenging position, but extremely rewarding. I dealt with current and former clients who were upset with products or lack of customer support. I was able to find solutions by listening and regain their business in most cases. I started in the Business Acquisitions Outbound Sales calling prospective businesses and working with them to find the best solution for their business. After 6 months I was promoted to the Incoming Business Acquisition Team, same as outbound except they called wanting information. After a year I decided it was time for me to step up and take on a challenge and was promoted to Win Back as a Retention Specialist.
RANSTAD STAFFING, St. Louis, MO
Maritz QRT Travel Center 05/2012 10/2012 (temporary position)
Customer Service Representative – Call Center Salary: $11.00/hr. plus bonuses
Responsibilities:
Utilize “Agent” Call Center Phone System
Adhere to Strict Federal Aviation Guidelines
Communicate Program Information with Clients
Maintain Calm Demeanor in Tough Situations
Assess Customer Feedback and Provide Agreeable Resolutions
Book Travel with Sabre system according to Federal Regulations
Achieved #1 for Sales both Weekly and Monthly
Maintain Low Call Time
Booking and Documentation with 100% Accuracy
Document Daily Log for All Calls
Document Client File to Purpose of Call
I needed to gain the call center experience in order to obtain an Inside Sales position. The most satisfying and gratifying experience was clients appreciation of receiving personal attention they were not used to receiving. Several of the clients had called in expressing their satisfaction of how I treated them during their booking.
I took a month off to care for my ailing step-father who has since passed.
DA COM, St. Louis, MO
314-***-**** Jack Tipton
Sales Representative 10/2011 – 4/2012 Salary $30,000 plus Commissions
Responsibilities:
Cold call B2B selling copier, printer and CAD solutions to Attorneys, Accountants, Engineers, Architects
Researched Contract Discrepancies, Documented Files, Communicated Orally and Written Resolutions According to Company Guidelines
Negotiate Contract Terms
Research, Document and Direct Resolutions for Customer Complaints
Document Loan Contracts
Update Customer Database Daily in Salesforce
Negotiate Payment Terms with Client
Create Proposal
Customer Service via Telephone, in Person and Email (Outlook)
Conducted Training Classes for New Equipment at Clients Office
Retained Current Customers by continuing communication and checking on equipment needs
Exceed Customer Expectations by Delivering On Promises
Achievements:
Exceeded Objectives within the First Month. Received accolades as this had never been achieved.
Exceeded Objectives throughout my tenure in new revenue and retaining existing.
I had never worked in this field, but my prior sales experience helped me to adapt quickly.
THE MEN’S WEARHOUSE: St. Louis, MO
800-***-**** x7271099
Contact Employer Yes
Assistant Store Manager 5/2006 – 10/2011 Salary: $22,000 plus commission
Responsibilities:
Assess Customer Feedback and Implement Training Where Needed
Negotiate Fees with Clients
Direct Daily Work Needs
Direct Interview Process and Hiring
Research Ways to Increase Store Volume, Recommend New Product Lines
Identify Disciplinary Needs and Effectively Implement Action
Research, Identify and Establish Training Modules
Design Floor Displays
Research Inventory Reports to Determine Product Needs
Train Support Staff on Registers and Oracle
Conducted Weekly Meetings to Help Sales Staff Reach Goals
Achieved Personal Sales Expectations
Maintained Positive Work Environment
Create Schedules
Submit Supply Orders for Store Operations
Sold with Integrity while Educating Customers
Assisted Store Manager in Achieving Annual Sales Goals through Teamwork
Achievements:
Suggested Internal Ordering System for Stores, Reducing 35% of Customer Complaints and Millions in Lost Revenue New System Increased Revenue by $7.8 Million the First Year and Reduced Staff from Not Selling on Average 2 Hours Per Day
Increased Fee Recovery from 40% to 94%
Personally Ranked Top 5 Each Year for Highest Average Ticket, Out of 297 Sales Staff In Region
Rank #1 Overall in Store of 6 Sales Staff
Awarded Rookie of the Year in 2006 for the Southwest Region
Increased Revenue at Two Stores to Achieve $1.8 Million “Excellent Year End Sales Goals” for the First Time
Numerous Letters of Customer Satisfaction and Appreciation Sent to Corporate Office Regarding Their Experience
GORDON’S JEWELERS: St. Louis, MO Contact Employer – Out of Business
Sales Associate August 2005 to May 2006 Salary: $12.00/hr. plus commissions
Responsibilities:
Meet and Exceed Sales Goals
Open and Close Store
Bank Deposits
Daily Inventory Counts
Complete Daily Reports
Transfer Product In/Out
Order Product from Vendors
Custom Design Settings
Achievements:
No. 1 in area for sales
Helped store achieve year end goals for first time.
Achieved success in Sales with no prior experience
Established Written Guidelines for Customer Rates
Established a Fixed Deadline – Reducing Loss of Profits
Received awards for exceeding monthly goals
Numerous Client Letters Regarding Experience Working With Me to Resolve Their Issues
Education:
COURT REPORTING INSTITUTE OF HOUSTON
Online course study of Court Reporting/Stenography (full time student) 1/2010 – 1/2012 (GPA 3.30) Completed courses in Medical Terminology, Anatomy & Physiology, Biology, Psychiatry, Chemistry, English 1 & 2, Legal Terminology – 3.82 GPA in core classes. Unable to achieve required speed on steno machine to achieve degree.
Systems:
Windows 10, MS Office 2010 (Word, Excel, Outlook) Adobe Acrobat Salesforce Solo Case Catalyst Internet Research; Oracle; POS System;, Lanier and Toshiba MFP print, fax, scanner systems; Soaring Database; Data Entry; Sabre 2.5; QuickBooks; Quicken; Apple; MAC; IBM; “Agent” Phone System; Windows 7; Firefox; IE 9; Chrome; Cisco Phone Systems; A-Frontier; AdSell; I-PrepII; CCAP; CRM; SFA, CP3, Clear Slide
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