Sales Customer Service
Resume:
EBONI D. WATKINS
********@*****.***
OBJECTIVE To begin a career with a progressive company that offers opportunity for growth and advancement.
EXPERIENCE 10/16-01/17 Concentrix Pittsford, NY
Customer Service RepII
Inbound calls on behalf of Mondelez International
Consumer escalation calls regarding food product(s)
Issue replacement vouchers or coupons to irate consumer
Lead generation for potential businesses to meet with local sales rep
4/16-8/16
Operations Supervisor
Conducted nesting for newer sales agents as they transition to sales floor
Inbound calls on behalf of Verizon Telematics
Registered new and existing customer with trial subscription of Mercedes Benz safety and security features
Coached agents on how to upsell to paid MBrace subscription(s)
Ensured agents worked schedule to hit service level goals of 90% or higher
Quality compliance scores of 90% or higher
Coached agents to generate highest revenue on program with May Revenue Challenge promo
2/16-4/16
Inbound Sales Representative
Inbound calls on behalf of Volkswagen Car Net
Set up new and existing customers with trail of safety services
Upsold customer to paid subscription of safety and securtity services
Maintained AHT, quality, attendance, and call flow metrics
8/2010-10/2015 Dial America Marketing Rochester, NY
Operations Manager
Handle escalated supervisor calls dealing with irate customer issues on behalf of SiriusXM
Adept in using system tools and escalation process on both inbound and outbound contact floor
Application and development of policies and procedures
Coordinate with workforce for effecient schedule adherence management
Boost morale in work environment
3/2006- 8/2010
Senior Team Leader
Conducted meetings with agents to ensure organizational and operational efficiency
Ensured compliance of client standards
Held cross training sessions with agents and staff
Mentored new hires
Scheduled tram hours, promos, and sales goals
Responded to client with real time feedback
9/2005-3/2006
Employment Coordinator
Reviewed applications and conducted interviews
Posted vacancy ads through social and print media
Utilizied various recruiting tools
Informed candidated of job responsibilities, training dates, and compensation
3/2005-9/2005
Call Center Agent
Outbound calls on behalf of Bank of America
Solicit new and existing customers to apply via telephone
Credit card acquisitions
8/1998- 6/2003 Labor Ready Inc Rochester, NY
Branch Operations Manager
Dispatched day laborers to various temp jobs
24 hour on call labor services that provides paycheck at end of day
Cold call potential new customers
Built and maintained existing customer relationships
Assisted with accounts recievables
Maintained OSHA training and safety equipment
Job site visits
EDUCATION
Brighton High School NYS Diploma
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