Phone Representative Customer Service

CLAUDIA DELARA

832-***-**** *********@*******.***

PROFESSIONAL SUMMARY

Personable and highly motivated professional with over 15 years experience in account management and customer relations. Knowledgeable in all aspects of project coordination, recruitment, and training of new staff. Detailed oriented and comfortable in fast changing environments. SKILLS

● Fluent in English and Spanish

● Reading Blueprints

● Managed High Volume Cold Calling

● Salesforce Software

● Proficient in Quickbooks

● Client/Vendor & Customer Relations

● Manage High-Volume Requisitions

● Host National Job Fairs

● Quality Assurance

● Staff Training and Development

● Call Center Operations

● Hiring Exempt/Non-exempt Sales Personnel

PROFESSIONAL EXPERIENCE

SRG VENTURES

Project Coordinator/Estimator 2020-Present

• Single support staff managing the Window Coverings division for the East Texas region

• Executed over hundreds of installations, service, and maintenance projects

• Process addendum and update information on purchase orders as received from the builder

• Prepare over 50 take-offs/estimates per week for assigned projects

• Scheduling subcontractors and managing calendars for 13 Residential Builders throughout the state of Texas

• Review blueprints to determine project cost

• Keep stakeholders informed of project timelines and associated deadlines

• Document scheduling processes and keep thorough records

• Responsible of schedules, costs, and resources to make sure the project remains on track and under budget

• Oversees project risks to help mitigate potential problems within projects TWINHILL CORPORATE APPAREL - DIVISION OF TAILORED BRANDS Account Manager 2016-2020

● Liaison between the Client and TwinHill cross-functional teams to effectively execute ongoing relations with Clients and within the TwinHill business structure

● Efficiently coordinated the recruitment of temporary staff for various client corporate apparel fairs

● Developed and implemented recruiting plans and strategies

● Scheduled, prepared agendas, and led conference calls as needed on a biweekly, weekly, or daily basis

● Ensure compliance with all applicable agencies, company policies, and procedures

● Created, updated, and implemented the annual strategic account plan after review with Client and internal stakeholders

● Performed as the business consultant by understanding Clients’ business needs providing viable solutions to problems and challenges

● Participated and led internal testing on all new web-based system functionality related to Clients’ programs, providing business approval to each stage of development

● Represented TwinHill at review meetings on Client property including traveling when needed

● Involvement with strategic or tactical Task Forces, internally and in cooperation with Clients as requested

● Recorded, reported, and maintained Clients’ customer or performance metrics as required

● Responsible for maintaining and managing upwards of 20 million dollar contracts

● Managed Client accounts in the U.S. and International

● Ensured that organizational goods or services consistently met Client needs and was responsible for sustaining and renewing Client contracts by exceeding customer expectations

● Made informed business decisions based on data, statistics, and research Account Specialist 2013-2016

● Maintained a strong sense of urgency and impeccable organizational skills

● Ensured any commercial change, pricing, and/or discount change has been approved in advance by senior management of both Twinhill and Clients

● Managed discontinued product communication and action plans with Clients and internal business partners

● Directly involved in placing time sensitive orders with proven efficiency

● Consistently and successfully executed special task and projects delegated by upper management

● Inside Liaison for Regional and National sales representatives Customer Service Representative 2012-2013

● Maintained and managed the highest standards of customer service with internal and external customers within TwinHill and Clients

● Communicated, maintained, and managed compliance with TwinHill standards AT&T

Diverse Marketing Group - Team Lead

2006-2011

● Handled all business transactions in connection with customer accounts, including telephone work orders, collections, and correspondence

● Monitored and recorded live phone calls on each phone representative for coaching and training to provide excellent customer service

● Developed and maintained favorable relationships with new and existing Clients

● Increased sales revenue for a variety of AT&T companies and affiliates

● Learned numerous computer systems in order to accomplish meeting required sales goals

● Achieved 100% quota of company issued goals on key products through customer initiated calls and cold calling

● Instrumental in researching and resolving complaints to ensure customer retention and 100% customer satisfaction

● Managed call volumes and maintained Service Level Agreements by making sure all reps were available and ready to take calls

● Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals Customer Service Representative 2000-2006

● Established and sustained effective relationships with associates, customers and supporting departments

● Effectively managed a high volume of inbound and outbound customer calls

● Anticipated customer needs to resolve complaints in a timely and efficient manner

● Maintained a consistent customer centric focus by ensuring continual front line support at all times

● Recorded all customer transactions in the company database EDUCATION

San Jacinto College - Central Campus (General Studies) 1997-1999

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