Senior Customer Service & Telemarketing Professional
Resume:
Christen Mascik
Ashtabula, OH *****
***************@******.***
Professional Summary
Results-driven customer service and sales professional with over 10 years of experience in wireless consulting, telemarketing, and team leadership. Proven ability to exceed sales targets, retain customers, and mentor high-performing teams. Adept at technical troubleshooting, CRM systems, and delivering exceptional customer experiences. Seeking to leverage strong communication and leadership skills in a senior customer service or telemarketing role.
Willing to relocate: Anywhere
Work Experience
Wireless Consultant
Dish Network (Boost Infinite)-Ashtabula, OH
February 2023 to March 2024
* Achieved promotion to Activation Specialist within three months by activating over 500 accounts on AT&T and T-Mobile networks
* Played a key role in migrating over 2,800 accounts during the transition from Republic Wireless to Boost Infinite, consistently exceeding monthly metric goals
* Retained disgruntled customers and saved numerous accounts from leaving during the migration process
* Assisted customers with setting up new wireless devices, troubleshooting technical issues, and resolving service-related concerns
* Achieved 100% of monthly sales targets by upselling additional products and services
* Provided technical support for mobile applications, troubleshooting app performance issues and assisting with setup and configuration
* Utilized CRM software to manage customer interactions, track sales progress, and generate reports
* Provided technical support for mobile hotspot devices, ensuring seamless connectivity and troubleshooting issues
* Managed customer complaints by listening attentively, empathizing, and proposing appropriate solutions
* Developed training materials and manuals for new hires to expedite onboarding
* Achieved recognition as a top-performing wireless consultant by consistently exceeding sales targets Telemarketing/Appointment Setter
Millbrook Resort-Jefferson, OH
August 2014 to December 2023
* Developed and implemented a comprehensive itinerary of resort activities, ensuring a diverse and engaging guest experience
* Led a successful call center team, consistently exceeding the weekly pay scale by at least 12%
* Facilitated booking for sweepstakes winners, maintaining a show rate of over 93% and coordinating prize arrangements
* Created scripts and call guides to ensure consistent messaging across the team
* Mentored new hires, providing guidance on sales techniques and product knowledge
* Conducted regular performance evaluations and trained agents on objection handling techniques
* Developed and implemented call monitoring procedures to ensure compliance with company policies
* Held weekly team meetings to provide updates on goals, targets, and best practices
* Monitored agent performance through coaching sessions and provided feedback to improve sales techniques
* Analyzed call data to identify trends and implemented targeted training programs for improvement Wireless Retail Consultant
Education
High school diploma or GED
Lakeside High School-Ashtabula, OH
August 1999 to May 2002
Skills
• Technical Support (Less than 1 year)
• Customer Retention and De-escalation (Less than 1 year)
• Training & development
• CRM software
• SQL
• Sales and Upselling (Less than 1 year)
• Customer retention
• Performance Metrics Analysis (Less than 1 year)
• Zendesk
• Retention/descaltion Skills
• Spark
• Call Center Operations (Less than 1 year)
• Telecommunication
• Live chat
• Active Listening Skill
• Slack (1 year)
• Appointment scheduling
• Wireless Device Troubleshooting (Less than 1 year)
• Help desk
• Wireless sales
• Team Leadership and Training (Less than 1 year)
• Script and Training Material Development (Less than 1 year)
• Mobile devices
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