TIMMIE FERGUSON

ad4l9v@r.postjobfree.com 949-***-**** Anaheim, CA 92804

Summary

Personable and dedicated Customer Service Representative with extensive experience in the healthcare and beauty industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Skills

Marketing tactics

Sales leadership

Territory and account oversight

Customer relations

Strategic project planning

Staff training and development

Employee development

Talent development

Team oversight

Credit card payment processing

Report creation

Report generation

Conflict mediation

Microsoft Office expertise

Promotional support

Clerical support

Courteous demeanor

Project management abilities

Business development understanding

Technologically savvy

Adaptive team player

Sales expertise

Inbound and Outbound Calling

High-energy attitude

Problem-solving abilities

Office equipment proficiency

Retail sales customer service

Experience

Owner/Operator Timmie M. Ferguson - Anaheim, CA 01/2012 - Current

Developed business and marketing plans and prepared monthly financial reports.

Enhanced operational performance by developing effective business strategies, systems and procedures.

Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.

Analyzed client business needs and assisted in determining appropriate resources and strategies.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Answered incoming telephone calls to provide store, products, and services information.

Analyzed customer activity to promote safe and secure environment.

Upsold products and services to address customer needs and maximize sales.

Answered inbound calls, chats and emails to facilitate customer service.

Set up and activated customer accounts.

Improved customer service wait times to mitigate complaints.

Answered customer questions and addressed concerns resulting in reduction in customer complaints.

Upheld privacy and security requirements for customer information.

Organized client contracts, records, reports and agendas to strengthen traceability.

Exceeded company productivity standards on consistent basis.

Independent Sales Representative Avon Products - Fountain Valley, CA 05/2003 - 02/2015

Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.

Conferred with customers to understand needs, recommend products and solve after-sale issues.

Kept accurate and detailed client records comprised of demographics, client contacts and follow-ups.

Planned and organized strategic daily work schedule to maximize time and maintain frequent connections with customers.

Processed ACH, debit and credit card transactions for clients.

Attended trade shows, job fairs and new representative training, maintaining current knowledge of available products.

Prepared and processed contracts and order forms for new and existing customers.

Participated and executed new product line launch parties to enhance consumer knowledge and promote company product solutions.

Introduced customers to new offerings and updated accounts.

Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions.

Produced and updated effective marketing literature to highlight features and engage interest of potential customers.

Demonstrated products at customer locations, answering questions and redirecting objections to close deals.

Studied and compared competing markets and economic conditions to thoroughly answer potential client's questions and overcome objections.

Nurtured relationships with customers to create lucrative business opportunities.

Executed lunch-ins with prospective clients to review product catalog and distribute samples.

Generated 50+ leads per month and worked to convert customers with 88% success rate.

Education and Training

Colorado Technical University Colorado Springs, CO Expected in 12/2022

Bachelor of Science: Business Administration & Marketing

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