Customer Service Sales

Juanita Tatum

Is a customer service advocate offering 20 years of experience providing customer support in busy call center environments for public utility and retail industry employers. She possesses an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. She listens attentively, solve problems creatively and use tact and diplomacy to find common ground and achieve win-win outcomes. Available immediately

Software/Databases: MS Word, Excel, Access, Adobe Photoshop CS5 Suite, Accounting

Operating Systems: Windows

Methodologies: Records Management

Others: Call Center, Customer Service, Strategic-relationship/partnership-building skills, Service Operations, Sales, Data Entry, Selling

AEROTECK (MAXIMUS), IRVING,TX Jan 2016-Feb2017

Call Center Agent (CSR)

● Assist Veterans by obtaining client information; assisting in medical appointments; assisting in determining eligibility; maintaining database if required.

● Obtains clients information by answering telephone calls; interacting with veterans using scripts;vertifying information.

Determines eligibility/appoints by comparing client information to requirements.

● Establishes medical/facility validation by entering client information to requirements.

● Informs clients by explaing procedures; answering questions; providing information.

● Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

● Updates job knowledge by studying new product descriptions; participating in educational opportunities.

Bank of America ( LandSafe), Plano, TX Jun 2009 – Apr 2015

Customer Service Representative

•Handle customer inquiries, complaints, billing questions and payment extension/service requests.

•Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.

•Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

•Participates and provides expertise as a member of the customer service’s departmental team.

Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.

Key Accomplishments:

•Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

•Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

•Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

•Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Technologies: Accounting

Comcast Cable, Irving, TX Dec 2005 – Mar 2008

Customer Service Agent

•Handled incoming calls from new and existing customer, responding to inquiries, resolving problems and correcting order errors.

Provided quotes and executed online policy changes for product differences, high speed internet and phone services. Used consultative selling techniques to provide leads for telesales personnel.

Key Accomplishments:

•Recognized as “#1 Customer Service Rep” (out of 20 reps in division) in Fall 2007. Ranking was based on accuracy, customer service, duration of calls and availability.

•Co-developed on-the-job training program that reduced training time from eight weeks to five.

•Contributed to an 8% sales increase in 2007 by improving lead-generation and sales-tracking technique.

Internal Revenue, Dallas, TX Sep 2000 – Jun 2005

Contract Agent

•Involved in invoice management and persuasive qualities to reduce and speed up collection.

•Monitored A/R cycle ready to at all time to speed up collection amounts to granting credit to customers, usually without interest.

•Never allowed A/R/ to remain uncollected for extended period of time.

•Responsible for making credit decisions, then prudence must be exercised to ensure that credit is granted to only solvent customers.

Key Accomplishment:

Reduced bad debt consistently each month by 90% exceeding company expectations. Showcased ideas to sales staff that were more focused on sales figures than the company’s overall health. Allowing them to meet goals and objectives.

Recognized by comptroller in company Monthly News Week. For strong discretion to recognize customer periodically files to ensure credit is granted.

•Still based on reasonable history with company, while able to quickly react when a customer starts showing signs of potential insolvency

Action Studies Customer Service Skills Training

Plano, TX, Completed five 4-hour modules of customer service training

Bryan Adams, High School, Dallas, TX,

Diploma

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