Customer Service Call Center

SHERIEL YOUNG

PROFESSIONAL EXPERIENCE

American Income Life Insurance Company 2023 - Current

Self-Employed 2020 - Current

ASHTON DRAKE GALLERIES, DOLLS DIVISION, Niles, IL 1995 – July 2020

Assistant Marketing Manager

Used new client acquisition/house file mailings, identifying expansion opportunities to promote products in media

Processed and analyzed campaign results in our data warehouse and made recommendations based on the results

Brainstormed/researched new and potential products to sell company brand

Customer Service Supervisor

Provided training and coaching to team leaders and CSRs to promote productivity and maintain a positive and collaborative work environment

Oversaw day-to-day operations of the call center, work schedules, daily goals, etc

Wrote yearly reviews for team leaders and CSRs

Created an Excel spreadsheet to track attendance, payroll, inventory, and more

Customer Service Team Leader

Oversaw and managed 10-15 CSRs within the call center

Provided training, coaching, and feedback to each CSRs

Monitored calls for the team to ensure all department goals were being met

Performed weekly, monthly, and yearly assessments for all representatives

Created upselling incentives for the team to increase year over year sales

Received and handled all escalated calls with upset and irate customers

Customer Service Representative Agent

Answered a high volume of inbound calls while providing high quality customer service

Maintained customer satisfaction by listening to their needs and resolving any issues that arise

Took and entered orders in the system and upsold other products based on the history of the client account

Responsible for handling any customer correspondence via mail or phone

Monitored customer accounts for payment history via Credit Watch

Entered additional information in system including product details, tracking codes, etc

EDUCATION

Education: Bachelor of Science: Eastern Illinois University SKILLS: Microsoft Office Suite, Additional Proprietary Systems

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