Charla Wray

**** ******** ** ****** ***, Tx ***68 405-***-**** ad08zv@r.postjobfree.com

Work Experience

****-**** *** **************- ******** City

Job Title/Role: Customer Retention/Sales Specialist

●Responds to call center customer retention calls for all Cox residential services and product lines.

●Identifies and resolves customer issues

●Exercises creative negotiation skills to motivate customers to continue using Cox service.

●Offers additional or upgraded services, while providing a quality customer experience,

●Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.

●Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.

●Educate customers on active product features, service offerings, billing charges, and product value.

●Understand and promote current marketing campaigns in order to sell or to save customers accurately and effectively.

●Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.

●Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.

●Responsible for utilizing multiple customer databases to access, change, or input account information for customers.

2016-2020 Hertz-Oklahoma City. OK

Job Title/Role: Customer Service/ Web Support Chat

●Monitored all delinquency accounts on telephone

●Analyzed loss mitigation strategies and made recommendation if required

●Documented account activity for collection

●Prepared reports for insurer delinquency for investors on monthly basis

●Developed strategies to convert delinquent customers to current

●Ensured optimal level of customer service at all times

●Handle accounts from 30-160 day late

●Data Entry

●Proficient in typing and transcription

●Computer and technical skills

●Organizational and time management abilities

●Communication (written and verbal)

●Accuracy and attention to detail

2013-Present Travel by Tati

Job Title/Role: Independent Travel Agent

●Arrange domestic and international travel for business and vacation customers

●Determine customers’ needs and preferences, such as schedules and costs

●Plan and arrange tour packages, excursions, and day trips

●Find fare and schedule information

●Calculate total travel costs

●Provides assistance with travel, such as flights, hotels, rental cars, and special events, such as tours and excursions.

●Describe trips to clients and give details on required documents, such as passports and visas

●Give advice about local weather conditions, customs, and attractions.

●Make alternative booking arrangements if changes arise before or during the trip

2010 - 2013 Sprint-Oklahoma City

Job Title/Role: Technical Support Specialist

●Responsible for customer service in the digital equipment division.

●Provide customer support, by resolving basic to complex technical related inquiries regarding Sprint’s products and services.

●Worked extensively with the customer to analyze problems with wireless equipment, software applications, and network performance, with the goal of determining root cause and providing corrective actions to resolve the problem.

●Deviate from standard screens, scripts, and procedures, as you utilize your analytical skills to determine the root cause.

●Follow up with the customer to verify corrective actions resolved the problem.

●Support other employees, specifically to orient others and train them on technical support procedures.

Education:

●Oklahoma State University, Oklahoma City- (2006-2007)

●Santa Fe High School Edmond, Ok-High School Diploma- Graduated (2005)

Key Skills:

Operational Management, Organization, leadership, Mange Complex Spreadsheets, Event Planning, Commutations, Coordinating, multi tasking, Time Management, Microsoft suite, Citrix, Mac/Apple Apps, Form Viewer/Rakis, Unifi/Mortgage Accounting, Wholesale Connect Web App, Fast Paced Environment

Volunteer Work:

Feed the Homeless, Numerous Donations from my couponing Stockpile

References: Available upon request

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