Call Center Customer Service

JEROME GIPSON

**************@*****.*** McDonough, GA 404-***-****

Effective verbal and written communication skills including excellent phone etiquette and the ability to work in a fast- paced environment. Documented ability to protect Personally Identifiable Information (PII) and maintain the confidentiality of sensitive information. Experienced in a call center environment. Strong problem-solving, decision- making, and task prioritizing skills. Ability to achieve high-performance goals and meet strict deadlines. Excellent attention to detail with proficiency in data entry and typing speed. PROFESSIONAL EXPERIENCE

Fire Door Solutions Nov 2021 – Present

Account Executive

• Contact hospitals and nursing homes to check the status of fire door inspections to determine sales opportunities for fire doors and damper systems

• Provide prospective customers with all relevant product highlights based on customer needs and value

• Provide status of prospective customers after contact to follow up with unqualified prospects after current inspections expire

Protocol Communications

Inside Sales Representative Jun 2018 – Dec 2018

• Sold Energy Price Protection in a call center environment

• Fully utilized all training, coaching, and feedback to improve sales technique

• Smoothly adjusted to changes in work objectives and priorities

• Worked in collaboration with other team members to design and implement improvements to administrative procedures

Coca-Cola Consolidated Mar 2007 – Jun 2008

Account Manager

• Managed over 60 client accounts

• Built client relationships based on integrity and service. Maintained established accounts and optimized account sales growth through product and market share expansion

• Assessed individual clients’ account needs to define and present the best product options to meet their needs

• Updated and maintained client contact information in the company's database

• Tracked sales data and created Excel reports

Allconnect Jan 2003 – Mar 2006

Relocation Specialist

• Assisted callers in transferring utility services throughout the country

• Received and processed over 50 calls and requests per day

• Addressed customer queries and concerns

• Thoroughly researched all options available to callers to ensure them the best service choices possible

• Used active listening to determine customer’s needs and implied questions

• Handled complex problems while working with customers to ensure all discrepancies were resolved quickly and completely

• Accurately entered data and account information into Salesforce

• Maintained a 100% quality score for 6 consecutive months Gipson Stellar Communications Jan 2000 – Jun 2002

Owner

• Awarded contracts with VoiceStream and AT&T to promote their products

• Closed sales and met all quotas

• Educated and engaged customers through product demonstrations and sales presentations

• Provided on the job training for new sales associates

• Tracked daily/weekly goals using Excel

Internal Revenue Service Office of the Chief Counsel Jun 1995 – Jul 2000 Mail Clerk

• Daily retrieval of inner-office mail from the post office

• Opened, processed, and delivered mail within my unit

• Processed user fee checks by entering information into the main database for refund calculations

• Attached checks to private letter ruling (PLR) cases for paralegals to review

• Completed daily, weekly, and monthly reports

EDUCATION

Forestville High School (Forestville, MD)

High School Diploma

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