Customer Service Care

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SEAN WATSON

Senior Customer Care Specialist

PROFESSIONAL SUMMARY

Senior Customer Care Specialist with 20 years of extensive expertise in customer service, training development, and CRM management. Demonstrates strong problem-solving and multitasking abilities, with a proven track record of improving operational efficiencies and achieving successful outcomes. Committed to fostering positive customer relationships and enhancing team performance through effective communication and collaborative efforts. EMPLOYMENT HISTORY

SENIOR CUSTOMER CARE SPECIALIST Jul 2019 - Present Rp Field Services Greenville, SC

• In the top 90% of employees for successful outcomes.

• Routed incoming calls to the most qualified personnel and departments within the company.

• Assisted hundreds of customers by approaching conversations with a positive attitude and solutions every 10 minutes.

• Did cross-training and backed up customer service managers.

• Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs.

• Resolved issues with associates, tools, and service delivery that statistical reports revealed.

• Handled over tens of calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

• Ensure that customers and internal departments are properly communicated with.

• Recorded actions taken, issues resolved, and relayed information to effectively manage customer accounts.

• Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions.

• Contributed to $1 Million+ in annual sales per year. PROJECT COORDINATOR Apr 2011 - May 2019

The Citi Globe Atlanta, Georgia

• Implemented quality control standards for a consistent approach and results.

• Gathered requirements for ongoing projects and organized the information for management.

• Developed strong relationships with internal and external stakeholders and devised product and service promotion strategies, initiatives, and events.

• Planned and organized meetings with outside organizations and individuals so that all parties could meet and discuss project progress.

• Managed multiple projects from start to finish, prioritizing needs and delegating responsibilities.

• Was in charge of streamlining productivity for ongoing and special projects.

• Was in charge of onboarding and mentoring, as well as planning and executing meetings and developing project documentation.

ACCOUNT EXECUTIVE Oct 2007 - Mar 2011

Atlanta Journal-Constitution Sandy Springs, GA

• Maintaining above-average, open, and active business relationships with current clients.

• In-store tastings, staff training, sales or business reviews with accounts were all things I did.

• Found new business opportunities by cold calling, networking, marketing, and contacting potential database leads.

• Made daily cold calls, both in person and over the phone, and followed up with small business prospects monthly to ensure that the pipeline was adequate.

• Was in charge of introducing and promoting the company's products.

• Used a targeted and disciplined approach to promote the company's offerings to a variety of customers.

• Provide quotes and proposals.

• Executing plans for in-market activities in accordance with the channel plan.

• Wrote sales proposals and responded to RFPs and RFIs in writing.

• Promoted and sold solutions and services to a variety of stakeholders at various levels of the organization.

• Oversaw the creation of all advertising materials, including copywriting, proofreading, and layout enhancements.

• Communicated with customers on a regular basis about account questions and issues.

• Assist the Account Team with other tasks.

• By utilizing a variety of marketing channels and sales strategies, I was able to increase profitability and grow my pipeline.

• Used Microsoft Excel to develop inventory tracking spreadsheets.

• Increased sales by 35% over the Fiscal calendar. EDUCATION

BUSINESS ADMINISTRATION - SOME COLLEGE (NO DEGREE) Sep 1987 - Jan 1988 Worcester State University Worcester, MA

BUSINESS ADMINISTRATION - ASSOCIATE OF SCIENCE 1987 Becker College Worcester, MA

HIGH SCHOOL 1985

South High Worcester, MA

SKILLS

Problem-solving (Skillful), Project management (Skillful), Time management (Skillful), Customer service (Experienced), Sales (Experienced), Lead generation, Multitasking (Experienced), Policy development, Staff management, Credit card processing, Data entry (Skillful), Account management (Experienced), Training development (Experienced), Report preparation (Skillful), Complaint resolution (Expert), CRM (Skillful). LANGUAGES

English (Native).

ADDITIONAL INFORMATION

AFFILIATIONS

• American Marketing Association

• Professional Sales Certification Association

ACCOMPLISHMENTS

• In the top 90% of employees for successful outcomes

• Contributed to $1 Million+ in annual sales per year

• Increased sales by 35% over the Fiscal calendar

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