Call Center Data Entry

NATACHA SAMA

**** ******** *****, *******, ******* 32810 H: 407-***-**** **********@*****.***

SUMMARY

To obtain a position which will let me learn and advance with the company.

SKILLS

●Call Center

●Excel

●Verifications

●Quality Assurance

●Data Entry

●Consultative Sales

EXPERIENCE

Currently at-

●Hilton Grand Vacations-Reservations

●Greeting, customer service, assisting with planning vacations

Current

CSR3/SME

24/7 Intouch NYT Account Altamonte, Florida

• Maintaining a barrier between the leadership and the advocates.

•Everyday we greeted all members of the team with positive work ethics, and thank them for their participation.

• Helping our leadership by relaying any information imperative to the departments involved for business.

• Encouraging questions and providing or finding relevant solutions when management may be busy. Mediating between advocates and customers.

• Performing weekly follow ups to manage and improve the progress of the agents and the department as a whole.

• Keeping documentation of any training, coaching, and or interaction between the client and advocates. Bringing anything of importance to both TL/OM. Most importantly always ready to lend in a helping hand wherever necessary.

12/2017 to 12/2018

NYT Retention Team

24/7 Intouch Call Center Altamonte Springs, Florida

●Greeting and branding all subscribers at New York Times Retention Team 24/7 Intouch Call Center.

●Actively promoting services to subscribers which wish to cancel.

●Bring value back to the services.

●Encouraging a positive environment by building rapport.

●Identifying issues and providing accurate solutions.

●Familiar with all services beneficial to subscribers.

●Technical support

11/2016 to 12/2017

Non-Licensed Health Insurance Agent

Keiser Permanente Orlando, FL

●Familiarize plans and products of health insurance agency

●Delivered consistent follow up with customers after each merchandise sale by phone or email to answer any last minute questions.

●Trained new team members on various navigational duties, including Medicare sales and Consultative sales and provided support and mentoring.

●Member services

●Quality Assurance

04/2013 to 10/2015

Fedex Account Executive

Connextions Inc Orlando

●Assisted customers by checking system to find merchandise at other locations, arranging for shipments and delivery.

●Becoming familiar with the business I represented services and which customer it was beneficial to.

●Providing professional and beneficial shipping methods to FedEx Business customers.

01/2013 to 04/2013

Quality Assurance Agent

Blue Cross and Blue Shield Orlando, FL

●Met or exceeded revenue objectives by promoting Medicare plans to customers during service, account and sales follow-up calls.

●Managed upset customers, conflicts and challenging situations .

●Communicated information to customers about product quality, value and style.

●Collected customer feedback and recommended procedural or product changes to promote satisfaction.

11/2009 to 10/2010

Collections Specialist

National Financial Systems, Citibank Orlando, FL

●Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans.

●Received payment and ensured proper posting to appropriate customers accounts.

●Reviewed accounts to determine payment plan compliance.

●Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.

●Monitored the status of legal invoices for litigation by foreclosure attorneys.

●Mentored new members on scripts, strategies and company information to maximize performance.

EDUCATION AND TRAINING

B.S: Business and Marketing

ACTIVITIES AND HONORS

●Member of Women's Empowerment Group- Reign"

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