Customer Service Sales Team
Resume:
Elissa Ponder
Customer Service/Sales Team Manager Remote
Midwest City, OK
************@*****.***
Team lead and problem-solver with emphasis on training and team building. Authorized to work in the US for any employer
Work Experience
Customer Service/Sales Team Manager
GameDay Ready Labs - Alpharetta, GA
August 2019 to February 2024
Bolstered customer relationships with detailed knowledge and problem-solving abilities. Increased repeat sales through customized subscription program. Reduced wait time through prioritization and first call resolution. Improved first call success rate through recapping and providing next steps of action. Assembled a successful sales team through in-depth interviews and screening. Reduced attrition with regular coaching and incentives. Created and regularly updated education of newly hired associates. Submitted weekly sales and productivity reports.
Saved sales by adjusting and updating orders.
Customized product recommendations based on individual needs. Designed a complete product knowledge base for agent and customer assistance.
Merchandising Team Lead
TNG Merchandising - Cumming, GA
October 2017 to July 2019
Supervised and mentored team of merchandisers.
Improved travel time and team efficiency by adjusting daily routes. Settled customer complaints by meeting with Store Managers and improving service performance.
Women's Apparel Department Lead
Stein Mart - Johns Creek, GA
June 2018 to September 2018
Coached and mentored sales team members.
Improved employee performance through evaluations and feedback. Cross trained associates across store departments for thorough job knowledge. Reduced theft through close attention to personal service.
Fashion Stylist/Customer Service and Sales
Dressbarn - Cumming, GA
January 2017 to December 2017
Specialized in fashion accessories to coordinate wardrobe ensemble. Increased sales through fashion expertise and clothing recommendations.
ATT U Verse Sales and Customer Service Specialist
Alorica Call Center - Palatka, FL
May 2014 to July 2016
Answered customer concerns using company policies. Helped with learning and onboarding.
Recommended ATT product packages for U-Verse account.
High Speed Internet Technician Verizon Business Technical Support Alorica, LLC/Verizon Business Technical Support - Palatka, FL March 2006 to May 2014
Verizon Business Technical Support
Provided high speed internet technical support for businesses. Successfully concluded customer grievances.
Trained new team members with technical support troubleshooting.
Rendered support to management, making outbound calls to resolve issues.
Store Manager
Prin-Dor Foods - Flagler Beach, FL
March 1996 to January 2006
Completed point of sale opening and closing procedures. Maximized sales and minimized shrinkage through emphasis on service. Maintained proper product levels and inventory controls. Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Customer Service Manager
Pic N' Save Drugs - Longwood, FL
March 1981 to April 1995
Keyholder Management Position
Designed training manual and held cashier training classes. Held top cashier performance in the company of 42 stores. Solved client issues with empathy and follow through. Educated and regularly mentored associates on customer service skills. Encouraged improvement through employee performance reviews.
Education
Certificate in Customer Care Skills and Telephone Etiquette www.alison.com - Remote
May 2024 to Present
Certificate in Managing Customers Using Technology www.alison.com - Remote
May 2024 to Present
Diploma in Operations Management
ww.alison.com - Remote
May 2024 to Present
Diploma in Human Resources Management
www.alison.com - Remote
May 2024 to Present
Certificate in Guide to Call Center Management
ww.alison.com - Remote
May 2024 to Present
Diploma in Business Administration
www.alison.com - Remote
Present
Diploma in Customer Service
https://alison.com - Remote
May 2024 to May 2024
Certificate in How to Deal With a Rude or Angry Customer www.alison.com - Remote
May 2024 to May 2024
Diploma in Remote Team Management
www.alison.com - Remote
May 2024 to May 2024
Skills
• Live Chat
• Upselling
• Team management
• Leadership
• Store management
• Quality assurance
• Negotiation
• Slack (3 years)
• Zoom (5 years)
• ShipStation (5 years)
• NMI (5 years)
• Stickyio (5 years)
• Google Sheets (10+ years)
• Google Docs (10+ years)
• Microsoft Outlook (10+ years)
• Skype (10+ years)
• Google Slides (10+ years)
• Clickfunnels Customer Profile Management (5 years)
• CRM software (8 years)
• Phone Etiquette
• Troubleshooting
• Technical Support
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