M

Yvonne Montoya

385-***-****

adjf04@r.postjobfree.com

Ogden, UT 84403

SUMMARY

Cheerful and upbeat Sales Representative with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.

SKILLS

Data entry skills

Payment processing expertise

Sales quota understanding

Quality control procedures

Closing abilities

Senior leadership support

Direct sales

High-energy attitude

Employee coaching

Credit card payment processing

Active listening

Microsoft Office expertise

Fluent in Spanish

Inbound and outbound calling

Project management abilities

EXPERIENCE

Inbound Sales Representative( Spectrum)

Ogden, UT

Focus Services Inc./ Oct 2019 to Aug 2020

Stayed up to date on company offerings, product inventories and industry trends to increase revenue and maintain customer satisfaction.

Exceeded productivity goals by updating scripts and staying up to date with product and service changes.

Provided top quality control and eliminated downtime to maximize revenue.

Applied good listening skills to determine customer preferences and financial limits.

Achieved high sales percentage with consultative, value-focused customer service approach.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.

Worked under strict deadlines and responded to service requests and emergency call-outs.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Shared detailed information regarding options to help customers make decisions.

Assisted in training new employees in one occasion with procedures and policies in order to maximize team performance.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Mentored junior team members and managed employee relationships.

Exceeded team goals and collaborated with staff to implement customer service initiatives.

Inbound Sales Agent

Ogden, UT

Focus Services ( HughesNet)/ Oct 2018 to Oct 2019

Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.

Forwarded calls to management if outstanding issue required immediate resolution.

Stayed up to date on company offerings, product inventories and industry trends to increase revenue and maintain customer satisfaction.

Applied good listening skills to determine customer preferences and financial limits.

Set up new accounts and listed personal, demographic and payment information in systems

Mentored junior team members

Met schedule and deadlines by ensuring that work was completed efficiently.

Assisted with various aspects of the project which included over seeing to other agents, hourly intervals reports to client, de-escalating customers as an Sales Supervisor

Customer Service Representative

Ogden, UT

Focus Services Inc. ( Qwest)/ Oct 2008 to Mar 2009

Documented conversations with customers to track requests, problems and solutions.

Reviewed account and service histories to identify trends and issues.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Escalated customer concerns, store issues and inventory requirements to supervisors.

EDUCATION AND TRAINING

High School Diploma

George Washington High May 2004

Ogden, UT

Some College (No Degree): Office Profe

OWATC

Ogden, UT

Some College (No Degree): General Office Services

Ogden-Weber Applied Technology College

Ogden, UT

Contact this candidate