Customer Service Call Center

Tamara Solano

• 267-***-**** • ************@******.***

Skills

• Salesforce

• Microsoft Office Suite (Word, Excel, PowerPoint)

• Call control skills

• Empathy

• Adaptability

• Cold Calling

• Veeva

• Account Management

• Client Engagement

• Team training and development

• Quality Assurance

• Call Center Operations

Professional Summary

Hardworking JD Power Certified Customer Service Sales Representative with a proven track record in fast-paced call center environments. Demonstrating a cheerful and upbeat demeanor, consistently surpassing sales expectations. Proficient in comprehending, documenting, and resolving customer concerns promptly to ensure satisfaction and meet demanding business objectives. Extensive knowledge of pharmaceutical standards and best practices. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Customer Service Lead, 01/2024 to Current

Amplity Health – Remote

• Evaluate individual performance by completing monthly Salesforce audits and side by side coaching.

• Reduced average handling time with the development of comprehensive agent scripts, coaching and guidance.

• Conduct performance reviews for team members to reduce resolution times and improve customer satisfaction.

• Trained and onboarded new agents on pharmaceutical standards and best practices.

• Generate monthly analytical reporting based on call stats using pivot tables.

• Organize and led client meetings to present monthly analytical reporting.

Account Manager, 03/2023 to 08/2023

SmartBiz Loans – Remote

• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.

• Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.

• Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.

• Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue.

• Documented sales call data in company software.

• Set and achieved company defined sales goals.

Partnership Manager, 01/2022 to 02/2023

GreyDoor Publishing – Orlando, FL

• Promoted increased sales through outgoing calls demonstrating excellent product knowledge.

• Created and presented media and advertising packages to prospective clients.

• Sent clients estimates of costs for advertising opportunities and followed up by phone call or email.

• Sold advertising in hotel and real estate publications, digital platforms and direct mail formats.

• Consistently hit and exceeded sales goals by 6%.

• Conducted regular business reviews with partners to assess progress against goals, adjusting strategies as needed to drive success.

Sales Representative, 06/2018 to 11/2021

Amplity Health – Langhorne, PA

• Exceed key performance indicators (KPIs) for sales, market shares, doctor partnerships, and program planning.

• Developed a plan to successfully optimized call coverage and frequency to key healthcare providers.

• Successfully trained a team of 6 people on Sunovion's newly launched medication including all medical uses and side effects.

• Developed the team structure and templates for the team to use when contacting providers.

• Participated in JD Power Audit 2018 and 2019. JD power certified inn 2018 and 2019.

• Rewarded Employee of the month July and October 2019.

Awards

• Amplity Award of Excellence – Successfully showcased great empathy skills when working with consumers and healthcare providers.

• Amplity Team Award – Successfully brought together cross functional teams from sales and customer service.

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