Customer Service Sales Representative

professional summary

skills

work history

NAFEESA PEOPLES

**** ****** **. ****** ***,TX 75068 (C) 510-***-**** ****************@*****.***

Customer Relationship Management Software (CRM)

Adherence to high customer service standards

Exceptional interpersonal communication

Skilled trainer

Customer-focused

Excellent time management skills

Effective problem solver

Negotiation expert

Process improvement specialist

Effective workflow management

SAP and ERP system knowledge

Jan 2013 - Current

7910 S. Cottage Grove

Customer Service Manager

Davis Global Investments

Met all customer call guidelines including service levels, handle time and productivity. Management of more than 300 daily calls.

Update & reassign of 100 page call center operations manual. Ability to multi-task & follow up with customer inquiries. Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Resolved associate, tool and service delivery issues revealed by statistical reports. Fostered an environment which encouraged continual process improvements. Apr 2009 - Dec 2016

7667 w. 95th St

Sales Representative/Billing Specialist

Nafeesa's Day Spa

Prepared sales contracts.

Visited clients on-site to give benefit-oriented sales presentations. Completed customer searches to generate new leads. Responded to telephone and in-person requests for information. Managed route planning and travel schedule.

Contacted satisfied customers to offer additional services. education

Set up calendar with customer birthdays and other special events for personal touch. Accounted for all inventory and ordered new stock. Presented latest merchandise to prospective buyers. Collected and processed payments.

Trained and mentored 25 new sales representatives. 1995

11836 S. Western Ave.

High School Diploma:

Living Free Center

General Studies

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