Customer Service Call Center

Stephen D. Henley

**** ******** ***** ******* ****, IL 60409 Cell: 312-***-**** *******.********@*****.***

CUSTOMER SERVICE/ SALES MANAGEMENT

Seasoned sales/customer service professional with excellent leadership and communication skills. Ability to efficiently identify opportunities for company growth and implement lucrative processes. Well versed in business development and sales practices. A concise, articulate communicator with exceptional presentation skills; effectively interface with diverse individuals at all corporate levels. Establish lasting rapport & cultivate productive relationships with clients and colleagues.

Skills

●Call Center Management/ Operations

●Complaint Handling/ Resolution

●Customer Retention

●Sales & Margin Improvement

●Team Building & Morale Elevation

●Training & Development

●Property Management

●Quality Assurance & Control

●Front & Back End Office Supervision

Experience

Endurance Warranty, Chicago, IL September 2017- Present

Inbound Sales Representative

●Outbound/ Inbound calls from buying/learning about Vehicle Service Contracts.

●Initiate warm lead follow up calls to close sales.

●Manage customer and lead accounts with accurate information by asking valuable qualifying questions and documenting conversions.

●Field warm lead transfers while closing sales. Execute sales best practices during every conversation.

●Develop consultative sales pitch through product knowledge and ongoing sales trainings.

●Abide by rules and regulations of the medical industry.

Comcast Cable/ Time Warner, Oak Brook, IL September 2014- August 2017

Customer Account Executive/ Inbound Sales

●Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues.

●Recognizes, conveys, promotes, and sells products and service value. Remains up-to-date on products and services to ensure customer satisfaction and to maximize sales opportunities (e.g. marketing matrix, new product information).

●Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience (CQE). Acts as an Ambassador for Comcast by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.

●Promotes and recommends Comcast products and services based on a logical relationship to the customer's needs and interests. Enters and confirms sales when appropriate. Demonstrates increased proficiency with customer interactions.-Supports other lines of business as call volume dictates.

●Establishes customer needs through enhanced probing techniques, then promotes and recommends Comcast products and services based on customer's needs and interests. Demonstrates closing techniques consistently, repeatedly, and in a timely manner.

●Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience. Continues to improve sales ability through ongoing training, role playing, and coaching.

First Service Residential, Chicago, IL September 2012- August 2014

Corporate Office Manager

●Field questions from clients via phone/email (i.e. providing account balances, community website access, general building information, etc.). Interact with and assist all Board members, unit owners, vendors, etc. at the request of the property supervisor, either by phone, email, fax, or in person, whichever is appropriate.

●Send out blanket communication to residents via phone and email (e-blasts/phone-blasts).

●Maintain up-to-date emergency information sheets, Board of Directors listings, unit owner name and/or address changes, and other various types of correspondence as needed.

●Complete request for credit of late, legal, fines and/or maintenance fees charged to unit owners as approved by the supervisor. Change order forms must be completed for all approved fee reversals and submitted to the accounting department.

●Proof notices/memos/letters at the request of the supervisor. Draft notices, send out and make arrangements with proper person for pick-up/posting as directed.

●Manage work order system in Connect. Work with supervisors to appropriately resolve maintenance requests.

Pangea Real Estate INC., Chicago, IL October 2011- September 2012

Property Manager

●Show, walk through, and sell units to prospective residents Manage paperwork flow between prospective residents and corporate headquarters

●Follow-up on maintenance / repair requests and ensure properties stays in excellent condition

●Address resident complaint phone calls and follow-up, ensuring continuing resident satisfaction

●Collect monthly rents and administer collection procedures when needed

●Successfully pass annual CHA Section 8 unit screening to ensure continued revenue

●Perform routine drive/walk by of properties at various times throughout the day/night

●Lease creation and renewals, preparing 5-day notices, unit inspections, monitoring CHAC voucher program recipients, move in/move out inspections

●Attend weekly and monthly meetings with corporate headquarters

InParallel Inc, Chicago, IL October 2010- September 2011

Call Center Manager

●Developing new lead targeting schemes, and scripting for the optimization of existing programs.

●Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.

●Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.

●Introduced areas of opportunities by recommending and supporting the implementation of various programs for the improvement of call center processes.

●Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.

●Provide training and coaching to CSA’s to ensure quality and efficiency.

●Sphere-headed relationship with leading educational vendors (Quinn and EMD) to increase lead allocation from 3k monthly to 10k.

●Provide conflict resolution as needed.

Kaplan University, Chicago, IL March 2007- October 2009

Admissions Advisor

●Contacted prospective students via telephone and email to consult on educational needs.

●Responsible for generating program and enrollment applications through online lead development.

●Performing thorough screenings to match viable candidates with an appropriate program.

●Assist students through the “Tuition Wizard” to complete all required Financial Aid documentation (FAFSA, electronic MPN, entrance loan guide, etc)

●Maintain daily call volume goals at 100 dials and above.

●Maintaining monthly sales goals at a 95% show rate.

American Intercontinental University, Chicago, IL October 2005- February 2007

Admissions Advisor

●Contacting prospective students to consult on educational needs.

●Interviewing, qualifying and enrolling prospective students in a degree program.

●Keeping current with enrolled student’s status with coordinating departments (i.e. Financial Aid, Academics and Student Accounts).

●Maintain daily call volume goals at 150 dials and above.

●Met or exceed daily call and enrollment goals.

●Maintain monthly show rate goals of 93% and above.

AOL Time Warner/ Time Life Libraries INC, Chicago, IL February 1995- October 2005

Sales Team Manager

Achieve monthly budget of $125,000.00 by managing and training 30 plus sales reps with emphasis on sales, collections, new hire development, training and contribution to overhead.

●Implemented module trainings for: Sets, Product Knowledge, and Collections, reversing the downward trend, increasing Infomercial sales by 30%.

●Streamlined the CEO of Self business model for sales reps, increasing the number of reps making commission by 57%, addressing productivity concerns.

●Coordinated trainings on the aspects of making commission for all new hires, utilized floor-monitoring techniques and conducted E-Ware sessions to allow sales reps to hear how they sound on the phone.

●Lectured to all levels of management on the art of collections catapulting the collection percentage to an all-time high, this increased company profits as well as increased employee retention by 50%.

Education

Kendal College, Chicago, IL BA in Business, 8/02 to 06/06

References Furnished Upon Request

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