Marcia A. Daugherty

** ****** *****

East Amherst, New York 14051

Phone: 716-***-****

e-mail: daugherty.marcia gmail.com

Professional Customer Service Agent

Experienced at uncovering and delivering sales by relentless prospecting, thorough research, detailed needs/motivation analysis and timely delivery of solutions. Over 20 years’ experience calling on small and medium business in and outside of WNY. Seeking both personal growth and the opportunity to be a key player in the growth and success of the company. Looking for a work from home opportunity.

Areas of Expertise

• High capacity to absorb new product knowledge and quickly produce sales

• Goal motivated / results oriented

• Strategic & tactical planner

• Energetic self-starter

• Focused on both personal and company goals

• Comfort with both team player and leadership roles

• Forward, positive thinker

• Excellent relationship builder

• Outstanding communication skills

• Strong verbal and written presentation skills

• Competent with all Windows applications

Independent Health September 2021- November 2023

Member Services Agent Commercial

Answered and managed incoming phone calls from members that had questions about their individual plans

Helped them find in network physicians

Explained their benefits to them

Marcia A. Daugherty con’t.

Assisted them with payment of premiums

Researched medical claims

Looked up remaining balances on their wellness cards

Sent them new ID cards when theirs were lost or stolen

Kept detailed notes of every interaction

HSBC Bank April 2019-May 2021

• Online Account Opening Team

• Receive and manage phone calls from consumers NEW to the bank who have applied online for Gold or Cash Back Credit Card

• Have taken over 80 incoming phone calls in a shift

• Process online applications

• Answer questions and inform, problem solve

• Make customer feel that I care about them and want to help them, and then help them

• Make the customer feel secure and happy that they have chosen HSBC

• Premier Customer Service

• Servicing existing customers with deposit accounts

• Going over account balances and items posted

• Assisting with sending wires

The Better Business Bureau May 2017- 2018

• 100% new business sales of BBB memberships

• Prospecting 80-100 phone calls per day

Marcia A. Daugherty con’t.

• Inviting small & medium businesses to apply for accreditation with the BBB

• Explaining the mission of the BBB

Time Warner Business Class

Account Executive (June 2010-2017

Outside field sales of telecommunication products and services, including but not limited to phone and internet service, dedicated fiber internet, Ethernet, SIP, PRI, point to point circuits.

• Conduct thorough needs based analysis to determine customized solution

• Call on small and medium sized businesses

• Concentrate on new business sales in addition to upgrading current customers

• Consistent sales leader for team

• Lasting relationships with customers

• Worked with vendor partners to increase sales

• Proficient with Salesforce

• Largest sale was $270,000

Computer Related Skills:

Proficient with all Windows Applications including Word, Excel, Power Point, Publisher and ACT, also proficient with Salesforce.

Education:

University of Pittsburgh, Major: English

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