Sales Customer Service

SKILLS

Technical Troubleshooting

Hardware Configurations

Offshore Team Collaboration

Software Installs

Service Now

Microsoft Office

Problem Diagnosis

Salesforce

Oracle

Workforce Management

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Sales

Management

Procurement

ServiceNow

PROFESSIONAL PROFILE

Solutions focused Customer Service Professional with 19 years of experience in account management, training, claims, and sales processing, as well as call-center operations. Proven success working in high-volume, technical call centers, and supplying lasting solutions to clients. Demonstrated strengths in rapidly diagnosing problems, troubleshooting and resolving client issues as well as providing software, hardware, client/server, and networking technical support. Experienced in communicating complex information in an easily understood format to a diverse customer base and proficient in several operating systems and applications.

WORK EXPERIENCE

SALES SUPPORT ANALYST 2017-2021 LIQUIDITY SERVICES

Supports account execution, prepares correspondences, maintains client appointment logs and records, and provides ongoing support to build rapports and disseminate information, ensuring LSI achieves 95%+ levels of return on different product lines.

Collaborates with 1M+ bidders, 12K+ sellers, and approximately 30 sales rep/account executives to ensure that the bidding process is accurate, and the system is working with complete validations and recommends new searches to identify fraudulent bidders and defaulting bidders thus reducing the default rate from 6.75% to below 4 %.

Forecast sales by compiling and analyzing historical data over time using Excel Pivot tables and other formula manipulations to predict trends and provide recommendations

Outlines, executes, and effectively communicates clear sales plans to the sales team, thus improving understanding, retention, and following of sales communications reducing the amount time taken to create and consume sales communications by 22%.

Analyzed category and account needs and developed recommendations to best support sales goals, which resulted in 85% of sales representatives attaining their quota and 51% of new hires achieving their numbers for the first time.

Provides onsite, telephone, email, internet training and support to assigned territory clients to ensure the transformation of surplus from a burden into a liquid opportunity hence fueling achievement of strategic goals with a 100% success rate.

Conducts regular follow up to encourage additional utilization by the client, which has increased customer base by 15% and simultaneously resulted in a 75% increase in customer value.

Works collaboratively with the Territory Sales Representatives to secure new clients and to protect existing clients from competitors, thus resulting in a 25% sales increase.

Attends large, high profile conferences as required and monitors assigned clients’ auction listings to ensure a high level of quality and sound auction practices.

CHIVAS DUBOSE

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EDUCATION

Gwinnett College 2003-2005

Delight customers; apply good judgment on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction.

Respond to client queries.

Manage customer complaints, provide appropriate solutions and alternatives within the time limits, and ensure resolution.

Identify client needs, and respond in a professional, efficient, and courteous manner.

Provide accurate, valid, and complete information working between the customer and the operating support systems; address billing and collection questions.

Acknowledge and address all customer inquiries on time.

Attract potential customers by answering product and service questions. Suggest information about products and services.

Achieve consistent customer satisfaction scores and respond appropriately to customer feedback on areas for improvement.

Suggest potential products and services to management by collecting customer information and analyzing customer needs.

Add value to the business by providing fantastic customer service, engage customers, and build relationships with buyers by accounts.

Address any issues that may arise and escalate to management for their engagement and support.

Handle other duties as needed.

Qualifications

High school diploma

You understand the importance of treating clients fairly and have a track record of making an extra effort to make sure the customer feels valued

Outstanding and proactive communication skills (listening, inquiring relevant information leading to efficient problem solving)

Showcase a professional and friendly manner when interacting with customers.

Ability to calmly respond to customers whatever the circumstances

Ability to build rapport and develop a relationship with our customers.

Team skills (supporting other team members and providing answers to questions

ADDITIONAL WORK EXPERIENCE

SENIOR ORDER COORDINATOR/SALES SUPPORT 2013-2017 RICOH

Verified accuracy of product information, and pricing according to the published price structure and customer contract agreement and established internal account management systems to reduce losses and resolve issues increasing on-time delivery by 12%.

Drive cross-functional projects with Supply Chain, Product Strategy and E-Commerce to ensure a seamless, comprehensive customer experience through all channels

Assisted with post sales procedures for commercial printers and other machines and services and submitted financing to large banks as well as worked with 50 clients and eight warehouses to arrange shipping schedules for both state and local government customers.

Followed up on any modifications to the original order to ensure billing accuracy as well as implemented and designed the repair program generating $30K in recurring monthly profits.

Inputs leasing information into leasing program (Oracle) and ensured that the output met company standards managing $400K monthly sales figures while operating at an average of 32% profit margin.

Run and reconciled various Order Management reports from Oracle and reviewed as well as verified order information and shipping points to ensure 100% accuracy.

Identify root causes for order delays or issues and implement corrective actions to improve accuracy, productivity, and quality

CUSTOMER SERVICE/SALES SUPERVISOR 2012-2013 GLOBAL POWERTRAIN SYSTEMS

Managed and coordinated the activities of staff including, interviewing, training, employee development, performance evaluation, hiring decisions, and the establishing of goals and performance objectives for the assigned department.

Identified and eliminated barriers to ensure accuracy, productivity, quality, and maintaining metrics (KPI’s), including monitoring calls and decreased call transfer rate from 45-15% by implementing training and other initiatives.

Managed 20+ agents and assisted in creating the curriculum for new hires, led interviewing process, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Developed strategies to achieve organizational goals (Salesforce) and salvaged 80% of the product that would be destroyed at a loss by implementing a commission-based compensation program that enabled specialists to earn $700-$1,050 in commission.

Supervised and assisted in training approximately 20 team members thus promoting excellent level of customer service and managed processes within the center as well as made changes to maximize the efficiency and effectiveness of the agent’s efforts.

DATA SUPPORT ANALYST/TIER II/SOFTWARE TRAINER 2008-2011 EDGENET/BIG HAMMER

Assisted customers in processing data through the application, answering application questions, resolving issues, and escalating requests through the proper channels, thus maintaining a 95%+ customer satisfaction rate.

Conducted Webex and traveled to train four clients namely Black and Decker, Kohler, American Standard, etc. on uploading products onto the website using Excel, for importation onto the customer's website Home Depot, Auto Zone, Lowes.

Forged productive relationships with remote clientele by supplying swift telephone and online support to 30+ calls, messages, and emails to both existing and new clients.

Provided 500+ customer base with high-level networking assistance and generated written responses to customer inquiries promptly.

Delivered information and answers to inquiries from internal and external customers regarding a specific program area or site and generated repeat and referral business through superb customer service, increasing monthly sales by 23% within six months.

Compiled information and statistics as needed, using Salesforce Software, and assisted customers, applicants, visitors, personnel, and officials, ensuring 100% compliance with regulations, policies, and procedures.

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CHIVAS DUBOSE

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