Nicole M. Washington

**** ****** **.

Austell, Georgia 30106

678-***-****

adocqz@r.postjobfree.com

Summary

Over 20 years of customer service, direct sales, retail, telemarketing, and wholesale experience and education.

Track record of over 30% average sales per week in telesales. My tenure as a call center representative has been over 9 years of varied positions to include my previous position as an enter mode operator.

Invaluable, tenured candidate with a persuasive and intuitive nature. Looking to add my experience and reputation for diligence to a company that values both.

Highlight

VMware/Desk, ADE Gateway, Citrix, CCMS, D2C, Quick Connect, Siebel Software, Five 9

Telegence, Clarify, Avaya-Softphone, Microsoft Word 03,07,10,

Microsoft Excel 2003 Certificate, Microsoft Publisher 2003 Certificate,

Typing 38 wpm, Sales-Direct Response, Leads

Experience

ACD Direct

Independent Contractor

Virtual call center

11/2015-Current

Donor Representative

Process inbound/outbound calls (via callback autodial system)

Provide non-profit organization information/assistance

Take donor pledges on a secure payment system

Complete donor request forms

Increase/decrease donor pledges according to organization guidelines

11/2007-9/2015

Alorica/West at Home, LLC

Agent

*Customer Service Representative

Virtual call center

Omaha, NE

Process inbound calls

Activate customers’ tablet(s)

Troubleshoot callers’ tablet(s)

Activate customers' new cell phone service

Review customer accounts for monthly renewal

Assist with product selection(s)

Schedule product deliveries

Complete payments

General troubleshooting using various software applications

*Problem Resolution I

Update passwords

Assist with product inventory/store locator

Process order cancellations

Apply retro-credits

Initiate quality incidents

Perform reference/ticket escalations

Processing incoming calls for a satellite radio company

Complete activations

Offer promotional items

Complete credit card transactions/payments

*Enter mode Operator

Handle calls for Conferencing Solutions

Place callers into appropriate conference calls, after collecting basic information

Transcribing duties

3/2015-4/2015

Think Direct Marketing Group-NME

Subscription Sales Home Agent

Virtual call center

Largo, FL

Process Inbound Calls

Enter callers into Sweepstakes

Data entry

Offer magazines subscriptions

Transfer sales leads to closers

4/2014-11/2014

Working Solutions

Independent Contractor

Virtual call center

Plano, TX

Problem Resolution Representative

Process inbound/make outbound calls

Verify callers

Locate account information

Assess issues and assist customers

Evaluate and discuss billing issues

Toggle between varying screens

Utilize clients' knowledge base for customer

assistance

Provide basic technical troubleshooting

Upgrade products/equipment and service(s)

Process account payments

Customer Service/Sales Representative

Process inbound/make outbound calls

Assist customers with travel plans

Locate properties per customer specifics

Provide policy information to customers

Process payments

Locate previous reservation/make cancellation

Make outbound calls to properties

Process refund tickets

Resolve customer issues and/or questions

Create tickets for escalations

11/2010-9/2011

Convergys

*Customer Service Problem Resolution

Business Mobility/ End User Care

Cincinnati, OH

Virtual call center

Process inbound/outbound calls

Review customer contracts/ account(s)

Schedule and process payments

Interpret billing statements

Perform upgrades

*Customer Service Problem Resolution Rep.I (seasonal)

Direct Response Sales

Process inbound calls

Place outbound calls

Process sales orders

Up sells

Customer resolutions

Schedule deliveries

Education

High school Diploma

Eleanor Roosevelt High School 8/1986-6/1990

Greenbelt, Maryland

Credits: Business Management

Northern Virginia Community College 8/1996-12/1996

Alexandria, Virginia

Credits: Sociology, Anthropology 1/2004-5/2004

Community College of Philadelphia

Pennsylvania, Philadelphia

Credits: Business, Marketing,

Internet World Wide Web 10/2004-04/2005

Baker College

Flint, Michigan

Online

San Joaquin Valley College 5/2016-11/2017

Associate Degree -Information Technology

Majors: Web Development, Database Administration

Visalia, CA

Online

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