Customer Service, Sales and Management Professional

Raquel Sigafoos

With over 20 years experience in Customer service, sales and management, I’m always striving to provide the very ultimate customer service and/or sales experience, and making every customer feel like they are a valued friend

Objective: To obtain and maintain a management position with a company that allows me to use my previous knowledge and experience, while providing new knowledge and skills to help me learn how to optimize my sales, marketing, customer relations, and leadership skills. Also to continuously learn to lead and teach both customers and staff how to always serve them properly and to my full ability. And to set and achieve personal and company career goals, while teaching and helping my staff to do the same.

Contact Information:

Email: ad3pri@r.postjobfree.com

Phone: 484-***-****

LinkedIn: http://linkedin.com/in/raquel-sigafoos-978aa6150

WORK EXPERIENCE :

Metro by T-Mobile 6/2023 - 9/2023 Sales Rep: Greeting every customer, obtaining the reason that brought them in the store and providing them with the best resolution, explaining all possibilities and options available to them, providing customers with factual knowledge on products and finding the best product to fit their needs and financial budgets, starting new accounts, verifying customers and accounts, starting services, adding services and removing services for customers, applying for finance and government discounts for customers, opening store and closing store, counting safe and draws, meeting and surpassing weekly, bi-weekly and monthly sales goals, returns, providing resolution to unhappy, unsatisfied or disgruntled customers

Caruso’s Trattoria- 3/2022 - 4/2023 Server/Customer service: Preparing the restaurant to be open, setting all tables, answering and taking orders over the phone, as well as payments, scheduling reservations, seating customers, taking their orders, serving food, cleaning up plates and tables in between courses, providing a memorable dining experience to every customer. Taking cash and CC payments, cleaning restaurants after shift, refilling all condiments and making certain desserts.

Dunkin Donuts-10/10/2021 - 2/2022 Assistant Manager: Opening and closing store, preparing and making all items needed for shift, delegating daily positions and duties for staff members on my shift, counting the safe before and after shift, and drawers, making bank

deposit, daily deposit, serving customers, taking orders, taking payments, processing credit card payments, performing any refunds, training new employees, managing employees, providing feed to employees as well as owners, taking disciplinary actions when needed with other employees, maintaining and ensuring all rules and guidelines are followed by employees

Harbortouch/Shift4payments-2/15/21 - 10/1/2021 Merchant Relations Specialist Manger: Working remotely. Answering calls, verifying ownership of accounts, assisting merchants calling to cancel services, Ask Merchant probing questions in regards to their concerns, Reading account notes to verify information with previous calls, Creating a retention offer for the merchant addressing all problems or concerns, providing merchant with three solutions,verify merchant’s current processing rate and fees being inquired, offering merchant new discounted rate following company guidelines, as well as reducing or removing any equipment fees within company guidelines. Try to retain the merchant as a client. Carefully explaining cancellation policy, terms of agreement, advice of any and all fees they are responsible for, as well as providing them with the date they are able to cancel and how to properly cancel account per contract guidelines they signed and agreed to. Notate account with all any changes, offers or actions taken in efforts to maintain the merchants account. As well as stating if the account was retained or canceled. Attach retention offers made to merchants in the account notes as well as the amount of the total discount being given to the merchant, exactly what fees are being removed or discounted and any if any time frames. Submitting all forms needed to remove, or discount fees, and processing rate. Advising merchants of standard increase in rates once a year and when, advising merchants of our rate locks providing rate lock if requested. If a merchant has a technical, report, or menu issue which is causing cancellati creating work order tickets to be completed by other departments, send email to the manager of the dept to assign the work order ticket to a Rep and when it must be completed. Follow up with merchants, work with sales reps, and offices to resolve any and all issues merchant encounters, training employees on call flow, scripts, guidelines, and cancellation exceptions. Implement and hold merchants to the signed agreement

Harbortouch-6/15/17 – 2/14/21 POS Tech Support Rep: Answering/making calls, verifying accounts, troubleshooting, networking, training new Reps and customers, placing orders,placing orders for swaps, handling escalation/supervisor calls. Notating the customers account, using standard template and providing as much detail as possible as to why the customer is calling for, all the steps taken to try and resolve any concerns and if the issue was resolved

EPS Financial-11/28/15 – 5/24/17 CSR/Sales: Answering and making calls, verifying accounts, providing details and assisting ERO’s on software packages available, uploading documents, notating accounts, providing funding information to customers on their tax returns, training and managing new reps

Oxford Diabetic Supply-1/5/13 – 3/23/14 CSR/Outbound Sales Manager: Answering calls, asking client questions to gain, notate and provide to clients Dr as much information in regards to why the client is calling, what durable medical equipment they are requesting to purchase, If the reason is due to a permanent ongoing health condition, finding out when it started and why, and what treatments they have already tried.Asking and notating all clients Dr information, Verifying client has active Medicare, and the correct part needed to cover braces. creating a work order request and sending it to our verification team via email, if the client has medicare but not the right part needed to cover medical brace, advise the client on the steps needed to add that part to their plan. Started and managed outbound sales teams, using companies old leads from clients who did not posse the correct part of Medicare when they called in, created script for outbound calls, created bonus structure for sales, trained all outbound sales employees, created and held weekly stats reports and goals for each employee,listened to employees recorded calls for quality, taking and making call backs for any escalated calls. Submitting prescriptions to clients Dr.s, following up with Dr. to verify they have signed and submitted the prescription, emailing client and Dr on all updates, Fulfilling work order.

Skills/Certifications

●Able to handle\control escalated calls

●Typing

●Medical Field background and experience

●Sales Exp

●Credit Card processing Knowledge

●Call Center Exp

●Management/Supervisor Exp

●Retail Exp

●Remote work Exp

●Contact Center Team Lead Certified

●Tech and Networking experience

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