Customer Service Inside Sales
Resume:
Janie Sands
️ ***********@*****.***
Bilingual (English/Spanish) customer service and inside sales professional with over 20 years of experience seeking to leverage strong communication, problem-solving, and relationship-building skills in a dynamic customer-focused role. Committed to delivering exceptional service, exceeding performance goals, and contributing to company growth through a positive and results-driven approach.
Professional Experience
Law Office of Attorney Stewart J. Guss – Houston, TX
Intake Specialist / Sales
February 2018 – September 2025
Conduct intake and process inquiries from potential clients while providing top-tier service.
Answer and direct calls professionally, ensuring accurate information and timely follow-ups.
Build rapport and express empathy with every caller to create a supportive first impression.
Assess case fit by listening attentively and addressing concerns with clarity and care.
Maintain follow-up communication with prospective clients to secure signed agreements.
Accurately input case data into internal systems and manage client records.
Respond promptly to phone and internet leads within 2 minutes.
Schedule qualified appointments to support attorneys and streamline caseload management.
Coordinate medical treatment setup through Letters of Protection (LOPs).
Reliant Energy / NRG – Houston, TX
Inside Sales / Customer Service Representative
April 2002 – April 2017
Managed high volumes of inbound calls from bilingual residential and business clients.
Guided customers through enrollment, service transfers, and product selections.
Promoted add-on services and upsold programs to meet customer needs and business goals.
Resolved billing issues, managed disconnects/reconnects, and arranged payment plans.
Followed up with leads to increase conversions and retain hesitant clients.
Consistently met or exceeded performance metrics and sales targets.
Earned recognition in team contests and incentive programs for top performance.
Key Skills & Competencies
Customer Service & Sales
Customer Service Expertise
Inside Sales & Cross-Selling
Active Listening & Rapport Building
Bilingual Communication (English/Spanish)
Conflict Resolution & Problem Solving
Client Intake & Relationship Building
Energetic, Courteous, and Personable Demeanor
Administrative & Technical Skills
Microsoft Office Suite (Word, Excel, Access, PowerPoint)
Legal Software: Needles Case Management
SAP, Payroll Administration, Bank Reconciliations
Document Control, Scanning, Binding, Filing, Faxing
Typing Speed: 50 WPM 10-Key: 8,000 KPH
Printer/Copier Operation Internet Research & Data Entry
Productivity & Reliability
Time Management & Organizational Skills
CRM & Call Center Software Proficiency
High Volume Call Handling
Attention to Detail & Accuracy
Strong Work Ethic with Excellent Attendance Record
References upon request
Contact this candidate