Customer Service Rep
Resume:
ad1gf9@r.postjobfree.com
PROFESSIONAL PROFILE
An accomplished, creative, and ROI-driven professional with 15 years of experience in customer service roles in fast paced, dynamic environments. Committed to achieving customer satisfaction, process improvement, and identifying areas of opportunity to improve customer service operations while aligning with corporate strategies and exceeding company and customer expectations. Dedicated to working with cross- functional teams capable of solving complex and high-profile customer challenges with creative vision, purposeful collaboration, and precise execution. CORE COMPETENCIES
Client Retention
Customer Relationship Management
Customer Success
Product Knowledge
Phone Ettiquete
Relationship Building & Networking
Training & Development
Cold-Calling
Continuous Process Improvement
Key Performance Indicators
WORK EXPERIENCE
Customer Service Rep Mar. 2013 - May. 2020
STATE FARM INSURANCE
Acquired new business through relationship building, customer development, cross- selling, and up-selling.
Utilized the consultative sales strategy to effectively overcome client objections and maximize sales activity.
Collections Specialist 1 Jan. 2011 - Jun. 2013
ATS TELECOMMUNICATIONS CENTER
Promptly and methodically responded to large amounts of inbound and outbound calls while serving as the customer’s 1st point of contact.
Significantly minimized loss by communicating with company's customers to collect overdue funds.
Cited for excellence in processing payments while utilizing a company-based software program.
Recognized for outstanding performance; processed 25 payments within a day. Customer Service Rep Dec. 2009 - Jan. 2011
SECURUS INMATE CONTACT CENTER
Maintained inbound phone calls regarding phone call communication between family members of individuals that were incarcerated
Resolved issues for unsatisfied customers by helping them lower their phone bills or processing payments for their accounts.
Demonstrated excellent time management skills by handling upwards of 100 calls per day accurately and efficiently while meeting deadlines. Customer Service Rep May. 2007 - Dec. 2009
AEGIS COMMUNICATIONS CALL CENTER
Proficiently and professionally made outbound phone calls for TXU Energy.
Communicated with current and prospective customers to notify them of new sales and economic friendly packages.
Achieved 100% customer service quality score due to promptness in resolving customers issues related to power outage.
Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
Customer Service Rep Jun. 2005 - May. 2007
ADT
Optimized revenue through door-to-door sales of security systems to both residential and commercial properties.
Emerged as one of the top selling rep, always surpassing sales targets and exceeding specified revenue goals.
Leveraged exceptional product knowledge and a personable demeanor to deliver engaging presentations, articulate value propositions, and close sales. NICOLE S. GILMORE
C r eative P roblem Solver S k i l l ed Communicator A Devoted Team P layer 2863 Westover Dr. Grand
Prairie Tx, 75052
EDUCATION HISTORY
Bachelor’s in Business Management
CAPELLA UNIVERSITY, May. 2017
PERSONAL SKILLS
Self-Motivated
Effective listening
Excellent inter personal skills
Flexibility
Problem Solving
TECHNICAL SKILLS
Microsoft Office Suite
Google Suites
IOS and Windows Operations Systems
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