Customer Service & Retention Specialist Leader
Resume:
Kelli Pickering-Lopez
Mesa, AZ *****
************@*****.***
Professional Summary
Dynamic professional with 8+ years of customer service and call center experience, skilled in handling inquiries and driving sales support. Proven ability to resolve issues, manage CRM data, and deliver exceptional service in fast-paced environments, ensuring positive customer experiences and effective upselling.
Work Experience
Customer Retention Specialist & Team Lead Sales Verifier Alorica-Mesa, AZ
May 2020 to December 2024
• Delivered exceptional customer service as the first point of contact in a high-volume call center environment
• Resolved customer inquiries, complaints, and issues efficiently, ensuring a positive customer experience
• Utilized CRM software to accurately track customer interactions and update account information
• Managed a large volume of incoming calls and emails, providing timely and accurate information to customers
• Identified opportunities to upsell or cross-sell products and services, maximizing revenue opportunities
• Maintained comprehensive product knowledge to assist customers with reservations and service requests
• Conducted follow-up calls and email campaigns to ensure complete resolution and customer satisfaction
• Mentored new team members on policies, procedures, and best practices for quality customer interactions
• Achieved high customer satisfaction ratings through proactive communication and personalized assistance
• Demonstrated empathy and patience when de-escalating challenging situations and finding satisfactory resolutions
• Investigated and resolved billing discrepancies, collaborating with other departments as needed
• Recognized for consistently meeting or exceeding performance metrics and quality standards
• Assisted customers with troubleshooting technical issues, providing step-by-step instructions or coordinating with support teams
• Maintained accurate records of all customer interactions and transactions using CRM software
• Participated in team meetings to share knowledge, discuss best practices, and collaborate on solutions
• Implemented a proactive approach to anticipate and address potential customer issues before escalation
Appointment Scheduler and Sales support
American Laser Skincare-Tempe, AZ
July 2016 to September 2019
• Maintained accurate records of all interactions with prospects, ensuring timely follow-ups and personalized communication
• Scheduled appointments efficiently based on prospect and sales representative availability, maximizing productivity
• Managed a high volume of outbound calls daily, maintaining quality standards and accurate information
• Collaborated with sales representatives to ensure smooth handoff of qualified leads and provide necessary background information
• Demonstrated strong problem-solving skills by addressing objections and ensuring successful appointment bookings
• Identified cross-selling opportunities during conversations, resulting in additional appointments
• Developed a comprehensive understanding of products and services to effectively communicate value propositions
• Participated in ongoing training to enhance phone etiquette, objection handling, and closing skills
• Implemented strategies to re-engage prospects, increasing conversion rates for appointment scheduling
• Maintained confidentiality when handling sensitive client information during appointment setting
• Collaborated with the sales operations team to ensure accurate tracking and reporting of appointment metrics
• Demonstrated strong negotiation and communication skills when scheduling appointments with busy prospects
• Participated in team meetings to discuss challenges, share success stories, and brainstorm process improvements
Education
Dental Hygiene (Associate's degree)
Mesa Community College-Mesa, AZ
August 2011 to June 2012
Skills
• Customer service
• Sales support
• Account management
• CRM software
• Data entry
• Microsoft Office
• Time management
• Communication skills
• Negotiation
• Relationship management
• Problem-solving
• Organizational skills
• Sales
• Computer skills
• Appointment scheduling
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