Sales Representative Customer Service

LK

LAURA KAMP

*******@*******.*** 309-***-**** Washington, IL 61548

Dependable Team Leader With Track Record of Success in Field, Attention to Detail and Proactive Mindset. Seeks Opportunities to Improve Processes and Workflows for Team Benefit. Conscientious, Hardworking and Excels at Multitasking in Fast-Paced Environments.

Teamwork and Collaboration

Service Level Agreements

Verbal and Written Communication

Issue Resolution

Giving Constructive Feedback

Flexible Schedule

Shift Scheduling

Goal Setting

Attention to Detail

Coaching and Mentoring

Staff Training

Problem-Solving

Overseeing Daily Activities

Team Supervision

People Management

Performance Evaluations

Quality Improvement

Hinduja Global Solutions Peoria, IL

Team Leader

11/1998 - 01/2023

Responsible for managing up to 70 customer service agents over the course of 24 years

Responsible for payroll and numerous administrative duties including weekly, monthly, and quarterly business reviews

Administered corrective action

Coached and developed agents

Created incentive programs

Met with clients to create business continuity plans Weekly agent monitoring

Client reports

Conferred with other supervisors to coordinate operations and activities within or between departments.

Created plans to propose solutions to problems related to efficiency, costs or profits.

Worked closely with human resources to support employee management and organizational planning.

Created and distributed monthly, quarterly and annual reports to management regarding performance.

Monitored operations and reviewed records and metrics to understand company performance.

Maintained positive working relationship with fellow staff and management.

Displayed strong telephone etiquette, effectively handling difficult calls. Organized client meetings to provide project updates. Summary

Skills

Experience

Offered training and support to keep team members motivated and working toward objectives.

Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.

Fostered positive employee relationships through communication, training and development coaching.

Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.

Delegated daily tasks to team members to optimize group productivity. Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries. Set specific goals for projects to measure progress and evaluate end results. Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Interviewed and selected potential new team members from list of candidates recommended by recruitment team.

Completed daily quality assurance duties to provide feedback for improvements.

BAT Office Products Morton, IL

Inside Sales Representative

02/1996 - 10/1998

Responsible for calling clients and accepting incoming calls from clients to sell office supplies

Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Worked in conjunction with outside sales representative to maintain and grow product sales.

Northern Illinois University Dekalb, IL

Bachelor of Arts in Sociology

12/1989

Education and Training

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