Data Entry Service Representative

Farrah Campbell

443-***-**** PO Box *** Glen Burnie, MD 21060 *******@*****.***

Client Service & Retention Representative

Experienced Client Service Professional with six years of providing world class client service & retention, revenue generating sales and client operations support in the hospitality, telecommunications and market research sectors. Demonstrated success in retaining customers through effective communications and ensuring ongoing revenues. Proven leader with experience in team building, coaching and counseling employees supporting all areas of the business operations.

Additional Strengths Competencies

Microsoft Office Suite -- Word, Excel, PowerPoint, Outlook, Access - PPM™ & PPM 360™

Budget Management - Database Management - Internal and External Communications

Problem solving Skills - Interpersonal Skills - Team Work - Leadership Skills

Customer Acquisition - Customer Satisfaction - Consultative Selling - Customer Retention

Career Overview

Pearson (Connections Education), Columbia, MD

Professional Services Representative 09/2015- 12/2022

Nielsen Media Research, Columbia, MD

Panel Relations Specialist 01/2013 to 02/2014

Arbitron Inc., Columbia, MD

Panel Installation Specialist 06/2008 to 12/2013

Arbitron Inc., Columbia, MD

Research Associate 01/2007 to 01/2008

Arbitron Inc. / Nielsen Media Research Career Summary

• Interviewed randomly dialed households that meet participation criteria for radio and TV ratings surveys.

• Provided coaching and training and follow up with panelist to ensure ongoing participation.

• Applied special interviewing techniques to persuade reluctant respondents while using independent judgment and extensive knowledge of company values.

• Collected and recorded data on prescribed questionnaires and computer terminals, ensuring accurate and complete answers to survey questions.

• Reviewed, completed and edited in clerical processing and/or data entry as needed.

• Directed panelists on performing remote diagnostics and equipment repairs to maintain ongoing electronic reporting.

Key Accomplishments

• Recognized by management for consistently meeting quarterly sales goals.

• Maintained high participant retention rate through effective communication techniques and resolving challenging client problems and following up after problem resolution.

• Promoted to Panel Relations department after 1 year of service.

Cingular Wireless, Paramus, NJ

Customer Service Representative 11/2004 to 10/2006

• Received inbound calls to accommodate customer requests, inquiries and complaints.

• Answered questions regarding billing, service problems and product features.

• Promoted products and service offerings by targeting customer interests.

• Achieved departmental goals and maximized the sale and retention of cell phone products to new and existing customers.

• Maintained extensive knowledge of products and services to combat competitor rates and maintain customer loyalty.

• Worked within the sales and support teams for the achievement of overall customer satisfaction and revenue generation.

Key Competencies

• Managed and diffused dissatisfied customers to achieve overall performance goal.

• Sold consultatively and made recommendations to prospective customers and clients.

• Performed rate plan analysis to ensure service plan matched customer’s needs.

Days Inn Hotel, Baltimore, MD

Restaurant Supervisor/Hostess 05/2001 to 09/2003

• Greeted guests, walked guests to their table and presented menus to customers and answered questions about meal choice and made recommendations.

• Worked closely with team members to ensure excellent service is provided to all customers.

• Trained newly hired hourly associates on the process and policies as part of new hire orientation.

• Coached and counseled hourly associates on work related concerns and issues to ensure satisfaction and productivity.

• Enforced compliance with safety, OSHA and department-specific procedures such as food standards.

Key Accomplishments

• Built strong referral business -- Maintained positive relationships with vendors to ensure repeat business and referrals.

• Ongoing Customer Satisfaction -- Received positive feedback based on overall dining experience from repeat customers.

• Reduced employee turnover and improved morale -- Implemented shift meetings and activities for employees that built teamwork and reinforced company goals.

Education & Professional Development

B.S. Information Technology

Strayer University

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