Customer Service Sales

TOBY MOSHER

CALL CENTER REPRESENTATIVE

***********@*****.*** 702-***-****

ABOUT ME

I have 30 years experience working in call centers. My diverse call center history has included successful tenure in sales, customer service, reservations, retention, market research and appointment setting.

OBJECTIVE

As a Customer Service Representative my goal is to seek customer satisfaction while maintaining company standards and quality guidelines. I strive for high quality one-call resolution through experienced problem-solving skills and studious product knowledge.

EXPERIENCE

Alpha Connect (01/15/19 – 10/07/19) CUSTOMER SERVICE / RETENTION SPECIALIST

This job required taking 40-60 inbound consumer calls per day. Responsibilities included explaining the product and billing while maintaining customer satisfaction, retaining accounts, taking payments, and closing accounts. I met all standards & requisites, including achieving top call center QA scores.

Holland America Line (11/08/08 – 03/10/18) RESERVATIONS SALES AGENT

This job required taking between 60-80 inbound calls a day from travel agents and consumers. Additionally, I made follow up outbound calls and emails. Responsibilities included booking reservations, servicing existing reservations, taking payments, canceling reservations and upselling goods & services. My achievements included several best monthly salesperson awards and an average quality score of 96 percent, well above standard.

ACS (04/12/2005-02/02/2008) CUSTOMER SERVICE / SALES AGENT

This job required taking 70-80 inbound Sprint Cellular consumer calls. I took payments, answered billing questions, serviced phones, handled tier 1 tech issues, and sold upgraded plans, services & phones. I maintained all sales and quality goals. My achievements included Rep of the Month on three occasions, Sales Rep of the Month, and Team Rep of the Year.

SKILLS and ATTRIBUTES

Experience with MS Office * Experience using multiple CRM systems * Excellence in providing first-call resolution * Advanced skills in sales and marketing * Dependable and reliable * Meets or exceeds all performance matrixes

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