Customer Support Specialist
Resume:
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KISHA
WALLS
**********@*****.***
Melbourne, Florida 32901
SUMMARY Results-focused sales and client support professional with over 10- years of dynamic and diverse experience working directly with clients. Expert at communication and applying targeted salesmanship techniques to exceed sales goals. Visionary leader dedicated to aligning organizational business goals with quality work to consistently exceed goals and retain clients.
SKILLS
● Consultative B2B and B2C
● Inbound lead nurturing and cold calls
● Market research and analysis
● Profit and revenue-generating strategies
● Ability to think strategically and tactically
● Pipeline management
● Staff development/training
● Customer Communication and Empathy
● Contract negotiation and closing tactics
● Strategic account development and
management
● Out of the Box Thinker-Lead Generation
● Courteous with strong service mindset
● Multitasking and Prioritization
● Customer retention strategies
● Microsoft Windows and Office
EXPERIENCE SENIOR LOGISTICS ACCOUNT EXECUTIVE 03/2017 to 06/2022 CellMark Inc. - Norwalk, CT
● Oversaw multiple accounts and worked diligently to meet and exceed performance KPIs.
● Saved costs by negotiating freight rates based on current market trends.
● Cold called new customers/carriers to increase profits 23%
● Generated average of 18% in Gross Profit Margin while securing expected goal attainment performance ratio monthly.
● Designed timelines for services and alerted customers of changes or updates frequently.
● Improved productivity by overseeing and supporting the account management team.
● Assessed proposed changes for potential impacts to region and evaluated driver capacity and overflow.
● Relayed information between drivers and recipients.
● Demonstrated leadership by making improvements to work processes and training a team of 20+ in person and remotely.
● Established and maintained professional relationships with carriers, warehouses, customers and sales force to increase loyalty and satisfaction. INSIDE SALES REPRESENTATIVE 06/2014 to 03/2017
Cablevision Altice - Shelton, CT
● Researched and secured new accounts within assigned territory to increase sales and profitability by cold calling. Exceeded KPIs, 22% or higher conversion rate
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● Developed strong and long-term client relationships by attentive relationship cultivation.
● Formulated plans to expand business operations and grow overall territory and client base which resulted in 37% increase almost immediately after implementation.
● Cold called potential customers and maintained above average conversion rate on leads.
● Managed and mentored team of account executives
● Collaborated with marketing and development departments for effective sales. Developmental Services Worker 1 08/2013 – 02/2021 State of Connecticut - Norwalk, CT
• Assist persons with developmental and intellectual disabilities
• Provide guidance to consumers of desirable personal habits
• Provide assistance with personal hygiene and social conduct
• Maintain a clean and healthy living environment
• Reinforce positive behavior threw modification techniques
• Participate in Serving and feeding of meals
• Guidance and instructions to individual program plans CUSTOMER SUPPORT SPECIALIST 02/2012 to 06/2014
Cablevision - Shelton, CT
● Upheld high standards of business client services by responding to inquiries, needs and problems by using a consultative approach
● Documented client correspondence in internal CRM to track requests, problems and solutions.
● Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,
● Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.
● Consistently generated more than $47k Monthly in revenue by promoting digital up-sell opportunities.
● Retained top talent by conducting 30, 90, 120 day performance evaluations to formulate corrective action and training.
● Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes. EDUCATION AND
TRAINING
SUNY College At Old Westbury - Old Westbury, NY
Bachelor of Science
Criminal Justice, 06/2016
● Minor in Business Administration
● Minor in Social Work
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