Customer Service Representative
Resume:
WILLIAM
BEMIS
ad5v2s@r.postjobfree.com
Atlanta, GA 30344
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
PROFESSIONAL SUMMARY
Tigris Fulfillment Partners - Customer Service Manager / Human Resources
Atlanta, GA • 10/2021 - Current
WORK HISTORY
Customer Support: Serving as a point of contact for customer inquiries/issues and providing email and chat support indicates a customer-centric focus
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This requires strong interpersonal skills, problem-solving abilities, and a commitment to ensuring customer satisfaction
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Sales Force Support: Supporting the sales force suggests involvement in the sales process
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Understanding the sales team's needs and providing them with the necessary support can contribute to improved overall performance
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Inventory Management: Overseeing item ordering and tracking inventory involves coordination with multiple departments
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Efficient inventory management is crucial to ensure that there are no disruptions in the supply chain and that customer orders are fulfilled promptly
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Monitoring KPIs: Monitoring Key Performance Indicators (KPIs) is critical for assessing the performance of your team and identifying areas for improvement
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Regularly analyzing and acting upon these metrics can help in optimizing processes and achieving organizational goals
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Data Analytics and Trend Analysis: Your involvement in data analytics and trend analysis indicates a focus on data-driven decision-making
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This is valuable for identifying patterns, predicting future trends, and making informed strategic decisions
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Service Level Agreements (SLAs): Adhering to SLAs is crucial in the call center environment
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• Ensuring that your team meets or exceeds
Responded to customer requests for products, services, and company information.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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SKILLS
• Service Delivery Optimization
• One Call Resolution
• Account Management
• Regulatory Compliance
• Handling Escalations
• Quality Assurance
• Project Management
• Technical Support
• Training and mentoring
• Sales Promotion
• Complaint resolution
• Call Center Operations
• Schedule Coordination
• Customer Retention
• Conflict Management
• Time Management
• Customer Relations
• Budgeting and finance
• MS Office expert
Customer Relationship
Management (CRM)
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• Sales proficiency
• Schedule Management
• Deadline-oriented
Customer Relationship
Management Software (CRM)
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• Account Updates
• MS Office
• Excellent time management skills
Microsoft Outlook, Word, and
Excel
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• Administrative Support
• Negotiation expert
• Budgeting and reporting
• CRM Software
• Product Knowledge
• Decision-Making
• New Hire Training
• Customer Service
• Sales expertise
• Relationship Building
• Process improvement specialist
Florida Institute of Technology
Melbourne, FL • 04/2015
Bachelors in Business
Administration, Marketing And
Accounting: Accounting And
Business Management
Belleview High School
05/1998
High School Diploma
EDUCATION
• Honor Roll 2014-2015
Professional Development:
Engineering
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Extracurricular Activities:
Feeding The Homeless.
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Community Service Activities on
Weekends included Fundraiser's
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Mosquitonix - Call Center Sales Representative
Atlanta, GA • 03/2015 - 10/2021
Unbounded IT Solutions - Business Development Representative / Recruiter
Jacksonville Beach, FL • 09/2004 - 06/2015
Tracked customer service cases and updated service software with customer information.
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• Managed Call Center Environment for a Pest Control Company Provided information about available products and services, membership details, and purchase advantages.
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Developed extensive knowledge of products and services to better assist customers.
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Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
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Documented customer interactions and transactions, maintaining accurate records of all dealings.
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Explained product prices and packages as well as answered questions and addressed concerns of customers.
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Negotiation and Resolution: Negotiating and resolving customer issues via phone/email demonstrates your ability to handle challenging situations and find mutually beneficial solutions
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• Strong interpersonal skills are essential in these interactions
• Provided Sales and Customer Support
Customer Satisfaction (CSAT): Monitoring and improving Customer Satisfaction (CSAT) scores is vital for maintaining a positive reputation and retaining customers
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• Analyzing feedback can provide insights into areas for improvement
• Quality Assurance of services
• SLAs
• Project Management and Route Coordination of technicians Trend Analysis: Conducting trend analysis helps in anticipating market changes, customer preferences, and potential challenges
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• It supports informed decision-making and strategic planning
• MS Office
• Customer Retention
• Data Entry and Verification
Implemented upselling techniques to increase revenue and move product.
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• Overcame objections using friendly, persuasive strategies. Opened new accounts and documented personal, demographic, and payment information in system.
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Observed and learned changing customer requirements and adapted sales strategies as needed.
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Collaborated with marketing teams to develop and execute promotional strategies.
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Managed Professionals from various backgrounds in a Call Center Environment which trained IT professionals for IOS and Android in a Student Recruitment Environment
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Coordinated Transportation for students and set up living arrangements and food for Students upon request to assist the Field Team during After Hours or Weekends as needed
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• Responsible for Student Recruitment
• Data Analytics
Double Tree by Hilton - Customer Service Sales Representative Jacksonville Beach, FL • 06/1996 - 08/2004
• AHT
• Financial Management and Budget Analysis responsibilities Utilized MS Office Suite for communication and organization functions
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• Record Keeping.
Brought in new accounts through successful networking strategies and promotional approaches.
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Expanded business through effective network development, identifying new, and prospective clients.
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• Used SalesForce to handle current portfolio and prospective leads. Studied job descriptions and qualifications to determine applicant requirements.
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Assisted with onboarding and orientation of new hires to expedite acclimatization process.
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Coordinated schedules to arrange management interviews with applicants.
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Advertised job opportunities on social media platforms and job boards.
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Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
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Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
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Computed total costs and profit requirements for customer sales to provide accurate pricing.
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Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
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Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
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Fostered top-quality service delivery by answering questions and solving problems related to product information, pricing and order fulfillment.
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Kept detailed records of daily activities through online customer database.
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Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
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Trained new employees on customer service, money handling and organizing strategies.
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• Set and achieved company defined sales goals.
Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
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• Contributed to event marketing, sales and brand promotion.
• Negotiated prices, terms of sales and service agreements.
• Attended monthly sales meetings and quarterly sales trainings. Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
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Increased revenue with strategic upselling of products and services to existing customers.
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Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
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Promoted new products and services to existing customers, driving revenue growth and satisfaction.
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• Maintained current knowledge of evolving changes in marketplace. I am Vegan. And in my personal time I enjoy working out and staying active. I am also a natural herbalist. I have 25 years of health and fitness experience.
EXERCISE AND NUTRITION EXPERTISE
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