Sales Representative Customer Service

Summary of Qualifications

I have over ** years of customer service experience in face-to-face encounters, writing, and verbally by phone. The past 8 years have been working as a Supervisor in the call center environment. My organizational skills have enabled me to excel in various problem solving and multi-tasking situations. I have proven that I have the determination to complete tasks given in a timely and responsible manner. I’m self-motivated, with energy and enthusiasm for great results. I love working with a team and achieving goals. Being professional, listening actively and being part of the solution are vital when I work in a team, and I believe this is a real strength of mine — the ability to get along with different personalities.

Clearance

Department of Education 5C - July 2005

Experience

GDIT General Dynamics Information Technology.

Call Center Supervisor July 2005 - Present

Respond to telephone inquiries within the set departmental staffing and time parameters

Provide support to a team of CSR's who provides knowledgeable responses to telephone inquiries in a courteous and professional manner.

I have worked as a Supervisor with a team of 15 to 20 people on both the Medicare/Marketplace and FSAIC federal student aid contracts.

I have extensive knowledge of the FSA processes having worked on the federal student aid contract for the majority of the 9 years I have been at GDIT.

I have extensive knowledge of the Marketplace and Medicare processes.

Maintain a current understanding of the processing procedures to respond to numerous phone inquiries.

Adhere to the Privacy Act as it relates to the confidentiality of information released. Continually look for and suggest process improvements, which will benefit Vangent, Inc. and our customers (internal and external.

Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid.

Assist with the delivery of internal employee training for new and temporary employees as requested.

Report problems that occur and assist with the resolution.

Utilize databases and written material to look up and provide information to telephone inquiries.

Required to work scheduled holidays. Also Overtime

Perform other related duties as assigned.

Provide my team with the rescores they need to succeed at Vangent.

Put together the MIS report that goes to the customer (Federal Student Aid). This report consists of 5 different reports that cover the monthly statistics of calls and errors. Two of the five reports are

Maintain and update team information such as attendance, individual performance reports and CSR stats

Deerfield Assoc. Aug 1999 Dec 2004

TSR- Telephone Sales Representative

Provided customer service at the same time offering discounts to existing customers.

Helped new hires get orientated by doing side by sides and giving sales assistance.

Education

High school equivalency diploma .

Technology

Software

Microsoft Office Word 2003

Microsoft Office PowerPoint 2003

Microsoft Office Excel 2003

Microsoft Office Access 2003

Avaya CMS

CC Pulse

Empower

RTA

Microsoft CRM

Operating Systems

Languages

Mac

Windows XP

Windows 7

Windows 8

Citizenship

U.S. Citizen

Language / fluency

English

Tele Sales Jan1997 - Aug 1999

TSR- Telephone Sales Representative

Provided customer service at the same time offering specials on receiving the local newspaper

The company contracted with newspapers across the U.S.

Helped new hires get orientated by doing side by sides and giving sales assistance.

Qualification Highlights

20 years in customer service field

5 years of compiling the MIS report for the Department of Education.

5C security clearance.

13 years+ supervisory experience.

2 years as a trainer/SR Rep for FSAIC.

7 years as a Supervisor on the CCO contract.

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