Customer Service Call Center
Resume:
SANDRAYIA CHILES
CUSTOMER SERVICE PROFESSIONAL
SKILLS:
Customer Service
Time Management
QuickBooks
Inventory Control
Training
Microsoft Office
Excel
PowerPoint
Word
Customer Care
Call Center
CSR
Customer Support
Customer Relationship Management
Quality Management
E-Commerce
Relationship Management
Outbound Sales
Order Entry
Business Development
Sales Support
CRM Software
Quality Assurance
Logistics (2 years)
Databases
Facilities Management
Training and Development
Strong Analytical, Mathematical and Communication Skills
Time Management
Customer Relation
Complaint Handling and Resolution
PROFESSIONAL EXPEREINCE:
Aventus LLC Charleston, SC November 2019 – Present
Call Center Supervisor/Trainer
Oversee call center staff and responsible for assigning tasks, motivating and disciplining employees and assessing performance. (Coaching) Daily duties such as assuring quality, maintaining equipment, offering assistance to customers and training call center representatives.
Insured implementation of call center policies, operations and performance standards were understood and followed by agents.
Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work (Maintaining QA Scorecards).
Developed process efficiencies to improve quality, improving team performance.
Monitored calls and provided feedback during coaching sessions.
Implemented effective customer service strategies.
Formulated and implemented successful sales strategies.
Set sales goals for the team and provided coaching to ensure achievement.
Managed employee payroll and scheduling.
MVP Group International Charleston, SC June 2019 – March 2020
Customer Service Representative
Supported all sales efforts to meet expected budgets. Direct support for sales managers, sales reps and consumers by entering orders, tracking orders, investigating, resolving problems, reporting/organizing sales data/materials and communicating to the consumers, sales reps, finance, sales managers and upper management.
Maintains customer and sales rep databases by inputting customer profile and specific data
Updates managers by consolidating, analyzing, and forwarding daily action summaries, in excel, of various requested information.
Resolved order errors and addresses inventory concerns by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.
Resolves promotional allowance, rebate, and pricing discrepancies by researching promotion details and regular and special prices; forwarding resolution to managers.
Prepares import and domestic documents in accordance with established basic standard operational procedures along with Customer Vendor guide for all required customers necessities of compliance.
Provides product, promotion, and pricing information by clarifying customer request; selecting appropriate information; forwarding information; answering questions.
Sample request entry and assembly; arranging shipment; notifying sales manager, customer, and sales rep upon completion.
Assists finance in outbound collection efforts by notifying the assigned sales rep or customer.
Provides customer service to inbound callers in the wholesale and e-commerce channels.
Organizes and maintains paper and electronic files.
Initiates and follows through with credit memo, call tag, and RMA processing
Maintains the flow of sales orders for assigned rep agency territory, and notifying accountable parties of any issues that may occur.
Assists in sales rep one-on-one/group trainings for all seasonal launches and new hires.
Inputs orders received by phone, email, mail, fax, Shopify sites, and Brand wise.
Organizes materials needed for trade shows. Trade show participation, planning, and hosts training as assigned
Parking Facilities Charleston, SC July 2018 – May 2019
Facility Supervisor
Develop, implement, direct and support "best practices" and standards in quality management, job, site safety programs, and personnel administration.
Promote positive customer relationships and interactions.
Implement employee training and skill enhancement programs and provide structured employee disciplinary procedures.
Responsible for maintaining positive customer relations from facility management level up to senior executive level.
Represent ABM in a positive professional manner at all times.
Interact with various organizational support elements including administrative, human resources, financial, quality control and safety departments and attends and participates in meetings.
Readily available on a "on call" basis to respond effectively to emergency calls.
Saks off Fifth Avenue North Charleston, SC November 2016 – January 2018
Customer Service Representative/Sales Floor Manager
Promoting and increasing sales instore and online
Building loyal relationships with customers
Assisted with scheduling hourly associates, Processing payroll, Merchandising, Overseeing hourly associates
Taking inventory
Processed payments for issued credit cards to accounts when needed.
Received incoming calls daily
Assisted customers with online orders and returns
DoubleTree by Hilton North Charleston, SC September 2016 – January 2018
Front Desk Supervisor/Receptionist
Responded to telephone inquiries Ensuring positive customer service
Assisting with reservations
Solving and resolving problems and escalated issues
Assisting the assistant manager with payroll by deadlines
Data entry
EDUCATION:
Associates in Business Administration Program
Trident Technical College North Charleston, SC
2014 - 2016
Contact this candidate