Customer Service Data Entry

Fiona Borelli

Customer Service Management & Sales

*****.********@*****.*** 980-***-**** 2055 Charming Circle Apt 3404 Charlotte, NC 28269 www.linkedin.com/in/fiona-borelli-09b139278

Summary

Accomplished sales account and management professional with a history and proven experience in performance-based organizations. Looking to secure a role that challenges my skills and expands my knowledge in sales and data entry. In my next role, I would like to contribute to a growing company and have an impact in key departments. Worked with various businesses, helping with everything from data entry to customer support. Excellent attention to detail and organizational skills. Proficient in Microsoft Word, Excel, and Google Workspace. I also have intermediate skills that can be used for communications. Professional Experience

Insurance Broker, Charlotte, NC

The Baldwin Group, June 2024 - Present

● Consults with clients to assess personal insurance needs, including home, auto, and liability coverage.

● Researches and recommends tailored insurance solutions from multiple carriers to best fit client risk profiles and budgets.

● Quotes, sells, and binds new personal lines policies while meeting compliance and underwriting standards.

● Delivers high-quality customer service by responding to inquiries, resolving issues, and providing ongoing policy support.

● Met or exceeded individual sales targets and agency performance metrics through strategic prospecting and cross-selling.

● Maintained up-to-date knowledge of insurance products, industry regulations, and licensing requirements.

● Ensured compliance with all regulatory guidelines, documentation standards, and internal brokerage procedures.

Hospitality Team Lead Specialist, Huntersville, NC Chick-fil-A, April 2023 - June 2024

● Led front-of-house team members to deliver exceptional customer service aligned with Chick-fil-A’s brand standards.

● Trained, coached, and mentored team members on hospitality best practices, guest interaction, and operational procedures.

● Ensured smooth execution of shift operations, including dining room management, guest flow, and cleanliness standards.

● Proactively resolved guest concerns, demonstrating empathy and professionalism to ensure positive dining experiences.

● Collaborated with leadership to implement guest satisfaction strategies and drive continuous improvement.

● Monitored the efficiency of the dining area and worked cross-functionally with the kitchen and drive-thru to maintain service speed.

Retentions Sales Representative, Charlotte, NC

Spectrum Cable, Charter Communications, Sept 2019 - November 2022

● Worked closely with the Sales, Service, and Installation Team Managers to develop a resolution plan.

● Received a high volume of incoming calls and responded to inquiries in a manner that meets high-quality, productivity, and other performance standards.

● Consistently met departmental standards set for KPIs such as Service Quality, Schedule Adherence, Conformance, Attendance, and Phone Productivity.

● Attained and maintained above exceptional levels of sales revenue performance based on existing tenure-based goals.

● Provided the best solution to the client to prevent them from canceling. Sales Lead Manager, Columbia, SC

White House Black Market, April 2018 - July 2019

● Held keys to store in order to open and close doors as scheduled.

● Performed opening and closing duties.

● Assisted and led in merchandising and resetting visual displays of store.

● Coached and held associates to company standards and guidelines.

● Validated and challenged documentation of control deficiencies, including issue description, root cause, unmitigated impact, and corrective action.

Account Service Coordinator, PS2, Columbia, SC

Aflac Group, January 2014 - February 2017

Account contact for business accounts under 1,000 employees to client/field force representative. Supported enrollments in conjunction with the Broker Relations Executive, Account Executive, Implementation Coordinator, and supporting business units to ensure new business, processing, and deductions are started in a timely manner.

Updated and maintained account profiles, to include servicing and other pertinent data for effective and efficient account management.

Analyzed and completed reports related to payroll account activity to identify trends and document process improvements, maintained a record of service efforts and results, and implemented the appropriate activities to resolve service and administration concerns. Traveled to accounts as determined by accounts service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than %). Sales Lead Manager, Lexington, SC

Lane Bryant, October 2011 - January 2014

Received and processed merchandise for store.

Assisted and led in merchandise resets and visual displays in an appealing and fashionable manner. Motivated staff in providing exceptional customer service and care. Trained staff in how to manage cash and credit transitions, returns, refunds, and how to deal with customer complaints.

Organized and managed advertising campaigns, deals, and company promotions. Sales Representative, Columbia, SC

AT&T, January 2009 - July 2011

Assisted customers in the selection and purchase of wireless telecommunication products and services. Answered customer questions and resolved customer service issues related to phone bills, equipment, products, and services.

Reviewed customer billing, set up payment arrangements, took payments, made account changes, and credited accounts when needed.

Maintained daily and monthly objectives.

Assistant Customer Service Manager, Columbia, SC

Publix Food & Pharmacy, April 2002 - January 2009

Responsible for interviewing potential new hires, conducting orientation, and assigning schedules. Prepared evaluations and counseling notices on associates’ performance. Generated responses to inquiries from customers.

Led shifts in their day-to-day tasks.

Directed all perishable and nonperishable departments in the absence of management. Trained staff in how to manage cash and credit transitions, returns, refunds, and how to deal with customer complaints.

Skills & Abilities

High performer in performance-based sales organizations Management skills with the ability to multitask

Analytical and strategic problem-solving abilities Intermediate Copywriting skills

Administrative Assistant skills that can support multiple departments Basic knowledge and understanding of Microsoft Office software and Internet usage Excellent verbal and written communication skills

Professional telephone etiquette and empathetic listening skills Ability to work independently and take initiative to complete tasks Task-oriented with an efficient work ethic

Education

Lugoff-Elgin High School, Elgin, SC HS Diploma Graduated 2001

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