Customer Service Operations Specialist

Gentry Weaver

801-***-**** adu0ec@r.postjobfree.com

Professional Summary

Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Creative Operations Specialist skillful in executing e ective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of a team. Proven ability to establish rapport with clients and exceed sales quotas. Expertise in resolving escalated customer service issues. Skills & Abilities

● Customer and personal service

● Team management

● Great communication

● Service orientated

● Inventory management

● Focused and detail oriented

● Problem solving

● Exceptional time management

Experience

MATR Behavioral Health April 2021 - November 2021

Case Manager

● Team leader with peer support.

● Taught group meetings for 10-15 people.

● Kept records of facility and group meetings.

● Insurance billing and record keeping of any all payments made to the facility.

● Taught and trained new clients on how to stay in recovery and have a fulfilling life. Children's Literacy Foundation May 2016-April 2021 Team Leader

● Maintaining assigned sales quota and following established guidelines.

● Identifying creative lead generating techniques.

● Present sales presentation and proposal to prospects, identifying positive features and advantages of our products and services over those of the competition.

● Adhere to current ADT policies, procedures, products, programs and services.

● Process work orders and complete all paperwork in accordance with approved procedures.

● Post-installation follow-up by contacting customers ensuring commitments were met and generating referrals.

● Marketed myself and my product selling educational books to customers. Deseret Industries Thrift Store July 2013-July 2015 Cashier

● Greet customers and provide excellent and friendly customer service.

● Promptly and ethically handle guest concerns and complaints, demonstrate integrity and honesty while interacting with guests, team members, and managers.

● Maintain high standards of customer service during high-volume fast paced operations.

● Handle currency and credit transactions quickly and accurately.

● Report to each shift on time and ready to work, complete check out at the end of the day. AT&T/Teleperformance March 2009-August 2012

Customer service/account manager

● Determine charges for services requested, collect deposits/payments, or arranged for billing.

● Answered product and service questions and o ered information on related products and services. Boosted new customer NPS scores by 10%.

● Compute credit terms, discounts, shipping charges, or billing methods and procedures to prevent future problems.

● Recommend improvements in products, packaging, shipping services, or billing methods and procedures to prevent future problems.

● Maintained a customer account information database (incl. canceling and updating customer accounts).

● Trained in conflict resolution and communication to build customer loyalty by leveraging interpersonal skills and o ering top customer service.

Discover Card September 2006-August 2009

Account manager

● Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support.

● Fosters an environment which promotes Discover card goals and philosophy, encourages continuous improvement and builds customer relationships.

● Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas.

● Responsible for improving customer retention through programs and exemplary service provided to the customer.

● Make recommendations according to the customer's needs on features, accessories, upgrades and options.

● Manages the correspondence between the sales team and their clients (providing written correspondence for review and processing once approval is obtained).

● Monitors customer accounts as directed by management.

● Provides data and reports from the system to assist the sales team in meeting sales goals and ensuring excellent customer service.

● As directed by management, tracks sales targets. VIP Therapy April 2003-August 2006

O ce Assistant

● Perform Payroll duties, such as maintaining timekeeping information and processing along with submitting payroll.

● Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

● Collect and deposit money into accounts, disburse funds from cash accounts to pay bill or invoices, keep records of collections and disbursements, ensure all accounts are balanced.

● Operate o ce equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.

● Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.

Education

● Mountain High School Graduate

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