Call Center Customer Manager/ Driver

SATINA PEARCE

**** ***** **, *********, ** *****

Email: ************@*****.***

Phone: 443-***-****

SUMMARY

Quality focused self-motivated and committed team player with demonstrated ability in hiring and training sales staff, ensuring meeting of sales goals and targets, resolving customer issues regarding sales and service, compiling data received from the sales department, delivering anticipated revenue, and making strategic planning. Detail-oriented professional with a highly professional attitude, problem solving, strong leadership, relationship-building skills and ability to perform well in a team. Looking for an opportunity in a dynamic organization where my skills will be fully utilized.

Customer Service

Problem Solving

Relationship Skills

Interpersonal Skills

Sales Management

Training Skills

Time Management

Team Leadership

Business analysis

Multi-Tasking

Communication Skills

Critical Thinking

CORE COMPETENCES

Contagious charisma paired with the ability to work well with varying personality types.

Ability to work well with others in both leadership and or support staff roles.

Self-starter, ability to effectively manage a diverse workload/profile while maintaining continuity consistent with- longer term commitments.

Strong communication and presentation skills to convey targeted solutions based on defined prospect needs.

High level of attention to detail, ability to multi-task and strong leadership skills.

Strong analytical, and problem-solving skills with the ability to quickly adapt to changing and competing priorities.

Solid troubleshooting skills with the ability to quickly identify and resolve issues of clients. PROFESSIONAL EXPERIENCE

Entrepreneur/Real Estate Investor Feb 2018 – Present Masswealth Real Estate

Responsibilities included providing guidance and assisting sellers and buyers in marketing and purchasing property for the right price under the best terms.

Responsible for the preparation of disclosures and legal documents required by law for each transaction.

Experience in negotiating the terms of the purchase contract as well as writing and implementing legal sales contracts to provide market research analysis on properties with consideration for market pricing, condition, and location.

Developing and maintaining a list of properties suited to different needs and budgets.

Managing contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.

Negotiating terms/prices/legal requirements and related matters to their benefit, also ensure fair and honest dealings.

Guiding clients from beginning to end of the home buying process in choosing the right property. Learning and Development Instructor Oct 2010 – 2018 Time Warner Cable/Spectrum Flushing, N.Y

Provided training and coaching to the call center representatives and supervisors on best practice strategies to drive performance and increase employee engagement.

Determined and formulated policies, procedures, and business strategies to meet the growth objectives of the company.

Ensured all representatives received the proper training to meet the needs of the call center model for customer satisfaction.

Ensured agents understand and comply with all call center objectives, performance standards, and policies. Lead Product Specialist Level 2 May 2005 – Oct 2010 Time Warner Cable Flushing, N.Y

Managed quality communication, customer support, and product representation for each client.

Greeted and pleasantly interacted with customers and provided excellent customer service.

Maintained high standards of customer service during high-volume, fast-paced operations

Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

Directed and coordinated marketing activities and policies to promote products and services.

Used a runner to backup supervisors, assisted other representatives to solve any issues regarding the lunch with ACP, and customer acct information.

Internet Manager May 2003 – April 2007

Admiral Nissan 6021 Black horse pike Pleasantville, NJ 08232

Directly trained and managed a team of employees continuously calling customers for car sales appointments.

Assisted in direct sales management including customer interaction to close deals on the sales floor.

Hired and Trained staff to encourage clients to fill out customer satisfaction surveys properly, using the necessary talk track.

Established and implemented departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary. EDUCATION

Bachelor of Arts in Business Administration September 2011 American InterContinental University Hoffman Estates, IL

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