Customer Service Sales Representative

Romenia Alicia Dyer

Email: ***********@*******.***; Phone: 617-***-****

PROFESSIONAL SUMMARY

Over 28+ years’ professional banking and finance experience. Responded to customer inquiries via phone; Hardworking that develops strong working relationships within a company. Identifies and resolves issues thorough research and established network of contacts.

Over 13+ as resume writer/cv resume specialist.

Excellent organizational skills with managing and prioritizing responsibilities, general workflow and office functions and ability to communicate in Spanish and English fluently.

TECHNICAL EXPERIENCE

MS Office 2016, MS Office 2013 (except MS Excel & MS Access), MS Office 2000

(except MS Excel & MS Access), MS Outlook Express, Outlook 97, Outlook 2000, Windows XP,

Word Perfect, Internet Explorer, Intranet Wire System, CRT System, WebEx, Join Me

PROFESSIONAL EXPERIENCE

Intuit Turbo Tax, Mountain View, CA, Remote 01/17 – 04/17

Virtual Call Center Agent (Contract Assignment)

Receives customer calls and following company procedures.

Triaging, troubleshoots, and resolves issues

Addresses routine customer questions and concerns.

Assist customers with basic PC navigation includes downloads.

Relevante Inc., Boston, MA, Remote 11/16 – 01/17

Account Manager (Contractor)

Head Hunter for new business development.

Selling subscription services to human resource staffing firms.

Manages accounts in the local markets.

Dyer Associates, Boston, MA, Home-based Firm

Senior Credit Analyst 01/04 – 10/16

Analyzed client’s credit history.

Gathers credit statements from the clients.

Contacting and negotiating with the creditors.

Researches credit solutions.

Teletech/Englewood, CO, Remote 08/16 – 10/16

Technical Specialist

Assisted client’s regarding inquiries.

Reviews inbound calls from customers.

Troubleshoots regarding software accounts.

Assists customers with use of interface of software.

Provide feedback and deliver quality customer service

Training, coaching, and mentoring other service agents.

Idialu/Phoenix, AZ, Remote 06/16 – 08/16

Virtual Sale Agent

Promoted as a Virtual Call Center Trainer Manager

Acts as agent for mortgage lead generators and top automotive generators.

Assisted shoppers to lower overall costs of vehicles and home ownerships.

Paired clients with competitive auto dealers, lending institutions, and insurance companies.

Teletech/Englewood, CO, Remote 04/16 – 06/16

Business Group Sales Representative

Delivered revenue for assigned leads

Initiated weekly contact with potential clients via telephone and email.

Introduced clients to the best products and services to a leading company.

Ability to meet sales quotas, revenue targets.

Prospected and develops new accounts.

Wendover Corp/ Philadelphia, PA, Remote 01/16 – 04/16

Inside Sales Representative

Upscale selling the company products thru consultative approach.

Responsible for steady growth in their assigned territories campaigns.

Must be able to work phone leads.

Secure new client sales thru retention of customer service

Provided on-the-job training to new call center hires agents.

Remained educated on airline rules, regulations, and current affairs.

Participated in marketing events such as seminars and trade shows

Smile&Dial Dental/ Boston, MA 06/14 – 01/16

Telemarketer/B2B Appointment Setter

Contacted customers to schedule appointments for agents.

Resolves and researches inquiries via phone.

Accepts copays, process payments via electronic system

Prepares online medical records

Conducted outreach to clients for information dissemination.

ZeroChaos, Inc/Orlando, FL, Remote 01/14 – 06/14

Quality Evaluator for Google

Utilized web interface to judge the quality of web advertisements.

Visited web pages, look at ads, respond to questions about the findings by using their web-based work system.

Provides feedback thru ratings by conducted enhanced monitoring and evaluation

Teletech /Englewood, CO, Remote 10/13 – 01/14

Technical Support Advisor

Took calls and assist clients to comprehend the use of tax software.

Troubleshoots if customers are having issue with the software.

Responds to general inquiries.

Sky24, Boston, MA 07/13 – 10/13

Travel Service Advisor

Cross-selling plane tickets including: destinations, travel dates,

financial considerations, etc.,

Provides clients with travel documentation requirements

Promptly collects and remittance payments for booked plane tickets

Communicates with various companies to requests airline tickets,

receives information, about travel documentation, cancellations, and claims.

Teletech/Englewood, CO, Remote 02/13 – 06/13

Customer Service Manager

Fielded questions from clients of Fortune 500 brands.

Responded to inquiries and researched regarding client’s accounts.

Received reviews from clients after assisting with products and services.

Process annual performance evaluations on employees.

Mutual of Omaha/Boston, MA 10/11 – 01/13

B2B Appointment Setter Representative

Contacted policy holders of the new updates of the policy.

Introduced and set up appointments for the specific agent.

Responded to inquiries regarding the company policies.

Harvard Risk Management/ Framingham, MA 12/10 – 02/11

Virtual Recruiter/Virtual Assistant

Evaluated resumes and posting job leads online

Qualified and screening potential candidates

Responded to emails, research and other office-oriented tasks.

Performed administrative duties as on weekly basis

Responded emails, chat, and research other tasks

Bank of New York Mellon/ Everett, MA 08/10 – 12/10

File Clerk/Client Services

Respond to customer inquiries via phone.

Scanning files into the scanner machine.

Process and proofreading documents.

Worked assigned projects from the managers.

Solar Media Team, Deerfield, FL, Remote 08/08 – 08/10

Lead Generator

Conducting 100 – 200+ outbound calls per day to customers on predictive dialer.

Discussing the different options of saving money on utility bills by utilizing solar panels.

Educating perspective customers about solar energy by asking specific questions.

Ensuring top-notch customer service.

Massachusetts General Hospital/ Boston, MA 08/07 – 08/08

Call Center Coordinator

Paged supervisors of trauma triage and medical teams daily.

Responded to basic external inquiries.

Ensured the workflow of calls to the department.

Promoted to call Center Supervisor.

Trained new staff members in the call center.

Sovereign Bank/Boston, MA 04/97 – 08/07

Senior Personal Banker/Client Support

Provided extensive customer support by meeting to clients about their personal options.

Familiarized customers with multiple Sovereign Bank products and services.

Responsible for opening the branch daily per institutional procedures

Reviewed the Bank Secrecy Act and Community Reinvestment Act.

Shawmut Bank/Boston, MA & Framingham, MA 06/89 – 04/97

Senior Wire Transfer Coordinator/Loan Officer Supervisor

Ensured the settlement of incoming and outgoing wires.

Authorized and verified wire documentation.

Functioned as liaison between the credit officers and the clients.

Provided internal and external clientele with information within a timely fashion.

Promoted to Loan Officer Supervisor in the Business Loan Center (from 1994 – 1997).

Hire, terminated, coached, mentored employees.

Process annual performance evaluations on employees.

EDUCATION

Associates Degree - Major: Business Administration

Rochville University - Humble, TX

Diploma – Major: Information Technology

Copley Square High School – Boston, MA

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