Customer Service United States

Jade Corona

+1-385-***-**** • **************@*******.*** • Salt Lake City, Utah, United States •

Open to Remote • LinkedIn

Support Lead

SUMMARY Experienced, Self Motivated Remote Customer Service Sales Manager with 15 years of remote work experience, including 7 years in a managerial role overseeing teams of 15 to 40 agents.

Skilled in sales, upselling, training, coaching and CRM Salesforce, Salesforce dashboard to measure KPI's such as, CSAT customer satisfaction and sales target %to target. I am passionate about my career and absolutely love helping people, I am a people person, I enjoy bringing the best out in people, it is a rewarding experience for me. I am also Proficient in Windows, Google suite, Microsoft applications, basic CRM Salesforce dashboard for managing sales pipelines.

Zoom, Slack Teams as well as other remote office apps, and iOS systems, also I have experience with being a Travel Advisor (for cruises as well) proficient with Passkey and Seaware software.

Passionate about public speaking and leading by example to achieve company standards and personal goals.

I am a highly disciplined and self driven, I am a enthusiastic learner and believe I am always evolving, I seek to learn something new everyday.

EXPERIENCE

Apple - Remote • sa, United States (Remote) • 02/2017 — Present Remote Customer Service Manager

Utilizing Salesforce to track and mange customers, ensuring customer needs are met and follow up for maximizing sales opportunities. I, proactively lead a team of agents taking incoming calls for customer service and up selling additional and or promotional products/services offered. Making sure agents adhere to KPI expectations, following company policy/procedure and values. Striving one call resolution and Customer satisfaction. Conducting weekly and monthly coaching sessions for each agent, performance evaluations. I lead by example, I encourage my agents to listen to me while I take a call. I believe that the key to being successful in a customer service/sales role is this: 1

Always be respectful and professional and let them see you smile through the phone. 2 Let them speak! ( do not interrupt, actively listen for key words, never take it personal. 3 Be engaging, build rapport,trust and have empathy. 4 Solve the problem/One call resolution. 5

Overcome objections. I have always been in the top 5 percent in performance and sales, Our KPI's measured : CSAT customer satisfaction, Sales by Product/Service, Sales Target (% to target). Our team is structured and we are all positive team players, we know it takes each and everyone of us to reach our goals as a team, not just for adherence and expectations but to bonus. I encourage my team to share insights, new ideas or strategies and bring them to the table in our weekly team huddles. Being remote can be challenging at times to obtain the kind of camaraderie you get or the culture you establish in office, I like engaging with my team, coming up with progressive new ideas or just an ice breaker, getting to know each other, team building is essential. Achieved a 95% resolution rate on first contact Drove a 20% increase in customer retention Implemented innovative CRM strategies

Ocurrance Remote • Salt Lake City, United States • 11/2009 — 02/2017 Remote Team Leader/Coach

Training an coaching for incoming calls as well as outgoing follow up calls, turning leads into customers.

Incoming calls for progressive skin and beauty products and Pilates fitness. Created and implemented a customer service sales training consisting of a syllabus that covered, taking our incoming calls for our 30 day risk free trial and converting into continuity auto-ship.

These were fantastic products that, if used as directed had amazing results. Our products spoke for themselves, however we all used the products and knew it inside and out believed what we told our customers.

Confidence and knowledge of our products.

We were converting almost every single one of our prospects. I trained and coached agents and on boarding new hires. Implemented innovative coaching strategies, enhancing team skills Led remote teams to exceed project goals by 25% consistently

Marriott, Remote • Salt Lake City, United States • 02/2005 — 11/2009 Remote Reservations Trainer

Trainer for agents for incoming calls booking and upselling hotel accommodations. Boosted team's booking efficiency by 30% through innovative training Pioneered remote training modules, leading to 100% staff certification Elevated customer satisfaction scores by 20% via service training Enhanced upselling skills, growing revenue by 10% EDUCATION

Bachelor of Arts in Dance Education

University of Utah • Salt Lake City, United States • 01/2001 — 12/2005 CERTIFICATIONS AND LICENCE

Certified Pole Fitness/Dance Instructor

SKILLS

Team Management Manage teams of 15 to 40 agents

Customer Support Inbound customer calls and chat, Exceptional customer service Technical Proficiency Windows and iOS systems, CRM salesforce Performance Metrics Metric KPI's

REFEREES

Reference available upon request

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