Customer Service Call Center
Resume:
Laureen Roberts
Lakewood, OH
***************@*****.***
Accomplished in growing gross sales, increasing customer numbers and maximizing profits with a hands-on and proactive style. Excellent verbal and written communication, planning and relationship- building skills. Proficient in gathering market and competitor information and forecasting trends to optimize plans. Self-motivated Inside Sales Representative with excellent verbal and written communication skills and strong computer experience. Seasoned sales professional with over 10 years of a strategic approach to increasing profits. Able to set up contracts, forecast trends and work with suppliers to maximize product quality. Good communication, multitasking and conflict resolution skills. Energetic Sales Representative with
5 years of B2B sales experience over the phone. Money-motivated with strong closing skills. Authorized to work in the US for any employer
Work Experience
Appointment Specialist
LIFELINE SERVICES
March 2020 to March 2020
I set medical appointments for the elderly
INSIDE SALES SUPERVISOR
QUEST - Cleveland, OH
October 2018 to April 2019
Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions.
• Trained team of between 8-15 energy professionals & increasing profits.
• Retained customers & energy professionals through changing atmospheres by quickly and professionally resolving issues.
• Organized company files and created support system to decrease workload and increase productivity of account managers.
• Motivated team members to meet and exceed sales targets.
• Helped developed and assigned weekly sales quotas to over 8-15 sales professionals.
• Handled 500-700 outbound calls per shift to provide callers with product and service information and generate quotes.
• Monetized dormant leads to increase profits.
• Trained and coached team of 8-15 sales professionals focused on servicing energy rates.
• Developed comprehensive training program for new hires and provided informative on-board materials to help each get started.
INSIDE SALES REPRESENTATIVE
The Revenue Group - Cleveland, OH
March 2013 to November 2018
• Set weekly goals for 10-15 inside sales.
• Transitioned average of 30 funnel leads into paying customers within a 2 month period.
• Determined needs, delivered solutions and overcame objections through consultative selling skills.
• Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts.
• Prioritized daily work flows, including all inbound calls, quotes and sales-related inquiries.
• Maintained friendly and professional customer interactions at all times.
• Answered customers' questions regarding products, prices and availability.
• Wrote sales contracts for orders obtained and submitted orders for processing.
• Maintained up-to-date knowledge of all available products. Education
High School Diploma
Cleveland Heights High School - Cleveland, OH
1983
Skills
• Cold calling skills
• Interpersonal skills
• Sales expertise
• Customer rapport
• Customer service
• Oral and written communication
• Developing contracts
• Brand management
• Converting leads
• Self-motivated
• Goals and performance
• Lead prospecting
• Scripting expertise
• Deal closing
• Outbound telephone marketing
• Sales Experience
• B2B Sales
• Inside Sales
• CRM Software
• Salesforce
• Outside Sales
Assessments
Customer Focus & Orientation — Proficient
January 2020
Responding to customer situations with sensitivity. Full results: Proficient
Sales Skills — Proficient
January 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Proficient
Call Center Customer Service — Familiar
September 2020
Applying customer service skills in a call center setting. Full results: Familiar
Customer Service — Completed
September 2020
Identifying and resolving common customer issues.
Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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