Sales Representative Assistant

Matina Ellis

*** * *** ****** *********, PA ***** 407-***-**** ***********@*****.***

LinkedIn-https://www.linkedin.com/in/matina-ellis-76ba351b3

PROFESSIONAL SUMMARY:

Diligent strategic, energetic, customer-oriented professional with expertise in providing leadership and customer support in fast paced environments. I also have the ability to identify skillsets in others, manage others to their potential as well as capitalizing on their skills.

EDUCATION:

Muhlenberg College, Allentown, PA

Bachelors of Business Administration May-2020

PROFESSIONAL EXPERIENCE:

PPL Electric Utilities, Allentown, PA February 2019-present

Customer Service Assistant

Provide clients assistance via phone with matters related to their accounts including resources for financial hardships, payments, registering new accounts online transferring, starting and stopping electrical service increasing client base by 50% per quarter.

A key stake holder in the strategy and implementation processes and procedures for the following groups, Einstein, Quality Assurance (QA) and the training department.

Locate electric assistance and low income and income-based programs for clients through email, internet search and the PPL database on a daily basis as well as PPL sponsored programs saving customers over $100,000 to date.

Increased customer satisfaction from 20% to 97% by working with an advisory board to choose a new grading scale, successfully removing scripting from start of service calls granting reps more autonomy when speaking with customers

Wells Fargo Bank, Bethlehem, PA January 2017-February 2018

Personal Banker/Inbound Retail Sales Representative

Provided personalized support via phone for any issues regarding the opening and closing of banking accounts, credit, and loan accounts from application to approval.

Navigated multiple computer systems, applications, and utilized search tools to find information regarding customers banking, loan and line of credit needs.

Repeatedly exceeded required customer experience metric (CEM) score of 75% customer satisfaction out of 100% every quarter.

Coworx Staffing, Bethlehem, PA May 2013-January 2016

Supervisor, Assistant Sr. Supervisor Premier Resolutions Department

Managed a team of customer service representatives while responding to a high volume of escalated supervisor calls related to customer complaints and placing orders.

Reduced tardiness and absenteeism from 85% every quarter to 50% by creating activities and programs that boosted morale with employees as well as decreased number of customer call backs from 75% every quarter to 25% by implementing 1 – call resolution.

Conducted performance reviews for 15+customer service representatives in order to reduce resolution time as well as coached on calls by 1 on 1 meetings and side by sides. Also provided constructive feedback and mentoring in order to develop each team member professionally.

Prepared reports and communication for senior management and clients as well as collaborated with multiple departments in regards to customer satisfaction, complaints, escalations, issues, and experience.

TECHNICAL SKILLS:

Citrix, Microsoft Outlook, Curanet, Grid, Share point, Kronos, Avaya Software, People soft, Kronos, ADP, Cisco.

CERTIFICATIONS:

- Change Management Specialist (CMS), Corporate Crisis Management Certified (CCMC), Six Sigma Black Belt Professional (SSBBP),- Six Sigma Lean Professional (SSLP),- Lean Six Sigma White Belt Certified (LSSWB),- Project Management Essentials Certified (PMEC), Contact Tracer

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