Customer Service Call Center

Highly motivated Customer Service Representative with a passion for providing exceptional customer

service and a track record of effectively resolving issues. Proficient in MS Office programs and experienced in using Salesforce to manage email communications and cases. Detail-oriented and skilled in troubleshooting, investigating, and finding solutions for customer concerns. A strong communicator with excellent oral, written, and persuasive skills, capable of collaborating with teams at all levels. Self-starter and results-driven professional dedicated to delivering outstanding support and ensuring customer satisfaction. Seeking a position at Brightree to apply my expertise in customer service and contribute to the success of the organization.

Client Engagement and Retention

Strategic Account Management

Needs Assessment and Solution

Delivery

Sales Strategy and Revenue Generation

Exceptional Communication and

Interpersonal Skills

Complex Problem Solving and Conflict

Resolution

Leadership and Cross-Functional

Collaboration

Results-Driven Focus

Adaptability and Continuous

Learning

Beltway Blinds

Outbound Team Call Center Manager

Lead a team to achieve a monthly target of 150+ issued appointments. Hire, onboard, and train call center personnel, providing coaching for customer service issues. Develop monthly, quarterly, and annual call center goals and action plans. Analyze call center data and prepare reports for upper management. Provide supervision and development opportunities for hourly associates, setting clear expectations and recognizing achievements. Prepare work schedules to ensure sufficient coverage. Accomplishments:

Acquirent, LLC

Account Manager (Remote)

Respond to inbound leads, qualifying and disqualifying based on criteria. Convert inbound leads to qualified opportunities and close as paying customers. Nurture existing client book of business and territory to ensure customer retention and increase usage of client services. Achieve monthly appointment goals on assigned client projects. Deliver unscripted responses and explanations of complex product offerings. Handle objections creatively and qualify prospects based on budget, authority, need, and time frame. Provide online demonstrations to educate customers on product features and help resources. Onboard new clients, ensuring account setup, activation, and first use, and regularly check in to ensure usage and prevent major problems.

Accomplishments:

Earned Customer Success Certification from Sales Assembly. Consistently meet monthly client onboarding goals. Consistently lead team to hit monthly issued appointment goals.. October 2021 - Present

March 2021 - October 2021

CUSTOMER SERVICE REPRESENTATIVE

240-***-**** · ************@*****.***

Rochester, NY

Tiffany Stone

PROFESSIONAL EXPERIENCE

KEY COMPETENCIES

Thompson Creek Window Company

Yelp, Inc.

Sales Support Representative

Account Executive

Qualify potential customers and schedule appointments for in-home demonstrations by Sales Representatives. Develop rapport and cross-sell additional products and services for relationship building. Enter data accurately into the customer relations software. Respond to multiple live chats about products, services, and appointment requests.

Consult, educate, and strategize with small businesses, successfully selling Yelp advertising programs. Provide a consultative approach, understanding each client's needs and aspirations. Adapt product recommendations quickly to suit client needs. Manage a pipeline of thousands of clients, making high- volume sales calls daily. Onboard new clients, ensuring account setup, activation, and first use, and regularly check in to ensure usage and prevent major problems. Accomplishments:

Consistently exceeded monthly appointment scheduling goals and maximized compensation plan. July 2020 - March 2021

February 2020 - April 2020

Suntuity Solar

Call Center Agent (Remote)

Analyze preliminary data to evaluate whether homes qualify for solar incentives. Coordinate sales appointments between potential customers and energy consultants through outbound and inbound dialing. Utilize trained sales techniques to reach company goals of appointments set and customer satisfaction in a high-volume outbound/inbound environment. Consistently hit monthly issued appointment goals. September 2017 - January 2020

Independent Consultant (Remote)

Contract Specialist

It Works Global

Department of Homeland Security

Create marketing and social media campaigns and strategies, including content ideation and implementation schedules. Provide training and guidance to sales team members on social media implementation best practices and strategies. Manage customer data and document interactions and visits, orchestrating direct communications through the CRM. Monitor and maximize customer lifetime value strategies for maximum profitability.

Develop and write contracts, modify existing contracts, issue purchase orders, and fulfill supply and service needs. Verify and validate funding sources, ensuring requirements match desired specifications. Review contracts and gather required documentation for submission. Fulfill supply and service needs for Department of Homeland Security offices through existing contracts. Accomplishments:

Promoted six times in five months.

July 2013 - August 2017

July 2012 - September 2013

Bowie State University

Bachelor of Arts in Business Administration

EDUCATION

Customer Service Manager

Marlo Furniture

Manage and support customer service initiatives, resolving customer needs, complaints, and issues. Support three store managers and approximately 40 employees to ensure customer satisfaction. Provide process improvement leadership for a high-quality customer experience. Accomplishments:

First person to fill the position.

Received thank-you letter from a customer.

July 2010 - June 2012

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