Customer Service Sales Representative
Resume:
Charles Williams, Jr.
Rochester, NY 14609
**********@*****.***
Summary of Qualifications
More than 10 years of Retail Management experience.
Excellent Customer Service and Communication skills.
Formerly possessed United States Government Secret Security clearance.
ACA International (The Association of Credit and Collection Professionals) designated Professional Collection Specialist.
Professional Experience
Quality Assurance Analyst, Concentrix, Pittsford, NY. 2015-2016
Responsible for evaluating telephone calls for accuracy and conformance to
quality standards.
Achieved departmental productivity requirements including the number of calls monitored per
month, per agent, and on schedule.
Provide effective agent coaching to improve performance.
Maintained close linkage to trainers to drive operational success.
Sales Representative, Concentrix, Pittsford, NY. 2012-2015
Responsible for selling vehicle safety and security systems to Mercedes Benz owners.
Consistently met established goals.
Received Quality Assurance Awards for providing outstanding customer service.
Debt Counselor, Continental Services Group, Fairport, NY. 2007-2012
Recovered 3rd party debt on behalf of the U.S. Department of Education.
Counseled consumers on the various programs available to resolve their debt.
Store Manager, Rent-A-Center, Rochester, NY. 2000-2007
Store management including sales, customer service, merchandising, collections and staffing.
Dramatically improved store performance within the first year of arrival, increasing revenue 261% and profit 15%, while reducing delinquent accounts by 8.5%.
Ranked 5th in customer service of 50 store region based on customer service surveys.
Store Manager, Fila USA, Reading, PA. 1997-2000
Full store management and P&L responsibility of sports apparel and footwear store, including staffing, merchandising, customer service and sales.
Responsible for the training and supervision of 35 employees.
Successfully opened and managed two new locations simultaneously.
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Education
A.O.S., Business Management, Bryant & Stratton College, Rochester, NY.
Aviation Management, Southern Illinois University, Carbondale, IL.
Military
Administrative Supervisor, United States Marine Corps. Honorable Discharge.
Supervised the administrative functions of the office to ensure the proper flow of correspondence.
Responsible for the proper maintenance of personnel records.
Military Awards
Navy Achievement Medal Good Conduct Medal Meritorious Mast Certificate of Commendation Marine of the Quarter Award.
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