Sales & Customer Service Specialist
Resume:
Shirley Favors
**** ***** **** ** ** ***** Orlando, FL 32808 +1-321-***-**** *********@*****.*** Professional Summary
Dynamic sales and customer service specialist with over 10+ years of experience in consultative selling and technical support. Proven expertise in building client relationships, utilizing CRM systems, and resolving complex inquiries in fast-paced environments. Adept at following up on leads and ensuring seamless customer engagements to drive sales success.
Work Experience
Customer Service/Concierge/Sales Professional
Concentrix Lake Mary, FL
December 2025 to Present
• Cultivated client relationships and converted inquiries into TurboTax Full Service commitments, enhancing sales success.
• Delivered professional, friendly customer service in a high-traffic call center, ensuring positive client experiences.
• Assisted customers with product navigation, document uploads, and basic tax questions to support event vision alignment.
• Partnered with local tax professionals for seamless service hand-offs, ensuring customer satisfaction.
• Provided operational feedback to improve workflows and customer onboarding processes.
• Conducted follow-up outreach to support customers through final service selection steps, maintaining engagement.
• Maintained consistently high Net Promoter Scores and customer satisfaction ratings.
• Earned performance-based incentives for exceeding engagement and conversion targets. Remote Customer Service Representative/Sales Manager Virtual Great Works Remote
March 2015 to Present
• Managed sales and customer support for multiple clients, including upselling additional packages and memberships.
• Provided professional communication and timely resolution of customer issues across diverse industries.
• Collaborated with cross-functional teams to improve service efficiency and customer satisfaction metrics.
• Supported customers with product inquiries, troubleshooting, and order processing, aligning with client needs.
• Handled prescription refills and insurance verifications, demonstrating attention to detail and compliance.
• Managed flight bookings, cancellations, and reroutes with precision and superior customer care. Seasonal Home Based CSR
Virtual Great Works USA
March 2015 to Present
• Delivered inbound customer care for Delta Airlines, Dell Tech, and Avella Specialty Pharmacy, ensuring excellent service.
• Managed flight bookings, cancellations, and rerouting with strong customer etiquette.
• Supported delivery and tech support issues, enhancing customer satisfaction.
• Assisted with prescription refills and insurance verifications, maintaining accuracy and compliance. Tech Support Agent/Customer Service
Convergys Lake Mary, FL
June 2010 to Present
• Provided inbound and outbound technical support for Charter Cable, resolving customer issues efficiently.
• Scheduled regional technicians for home repairs, coordinating logistics to meet client needs.
• Completed quality assurance evaluations to maintain service standards.
• Assisted in floor coaching new agents, supporting team development and performance. Technical Support & Customer Service Agent
Convergys Lake Mary, FL
June 2010 to April 2014
• Delivered Tier 1 technical support, resolving customer issues and coordinating technician visits to ensure service quality.
• Managed inbound and outbound calls while ensuring compliance with service standards.
• Supported new hires through floor coaching and quality assurance evaluations, enhancing team effectiveness. Licensed Health Insurance Agent
Extend Health / Connextions Orlando, FL
June 2008 to May 2013
• Educated customers on health insurance options and guided them through enrollment processes, ensuring informed decisions.
• Maintained detailed client records and processed payments accurately, supporting operational efficiency.
• Represented major insurance providers, adhering to compliance and regulatory standards. Licensed Health Insurance Agent
Extend Health/Connextions Orlando, FL
June 2008 to May 2013
• Advised customers on company policies based on their interests and needs, enhancing client satisfaction.
• Managed client records and payment processing with accuracy.
• Researched and determined appropriate policies, ensuring client needs were met.
• Appointed with multiple insurance companies, maintaining compliance and professionalism. In-Home Nurse
Cardinal Staffing Tampa, FL
June 2001 to October 2005
• Provided compassionate care managing medical needs and medication schedules for a household of seven children.
• Coordinated household responsibilities and educational programs to promote well-being and organization.
• Ensured timely medication distribution and implemented structured work-study programs. In Home Nurse
Cardinal Staffing Tampa, FL
June 2001 to October 2005
• Managed medical and household needs for seven children with attention to detail and care.
• Implemented work-study programs and ensured medication distribution on schedule.
• Maintained a safe and organized environment supporting client well-being. Administrative Assistant
ISTABA Tampa, FL
May 2000 to March 2002
• Managed multi-line phone systems and scheduled events, supporting smooth office operations.
• Organized community initiatives and proposed new products, increasing organizational revenue by 22%.
• Coordinated event logistics contributing to successful program execution. Administrative Assistant
ISTABA Tampa, FL
May 2000 to March 2002
• Handled all calls on multi-line phone systems, ensuring effective communication.
• Arranged and organized upcoming events and festivities, supporting event success.
• Suggested new products that increased earnings by 22%, contributing to business growth. Sales Representative
Fingerhut Tampa, FL
September 1999 to May 2000
• Handled inbound and outbound sales calls, driving revenue and customer engagement.
• Assisted with onboarding and training of new team members, supporting team development. Sales Representative
Fingerhut Tampa, FL
September 1999 to May 2000
• Managed inbound and outbound sales calls, achieving sales targets.
• Monitored Q&A calls and conducted floor transition training for new recruits, enhancing team performance. Sales Representative
Verizon Orlando, FL
January 1998 to July 1999
• Delivered exceptional customer service and sales results, consistently meeting goals.
• Created and implemented a Sales Excellence Training Program adopted by team leadership, improving sales effectiveness.
Sales Representative
Verizon Orlando, FL
January 1998 to July 1999
• Handled inbound and outbound sales calls, driving customer engagement and revenue.
• Monitored Q&A calls and served as floor coach, supporting team performance.
• Developed Excellence in Sales training course, enhancing sales skills across the team. Tech Services for Home Assistance.
4 (Avella Specialty Pharmacy)
• Addressed customer service issues regarding prescriptions, including refills and doctor confirmations.
• Ensured clients were informed on proper medication usage and guided them effectively. Education
High School Diploma
Universal Academy of Florida Tampa, FL
May 1999
Associate's degree
Upper secondary education
High school diploma or GED
Skills
Customer service Sales Consultative selling Customer inquiry handling CRM system proficiency Technical support Multitasking Communication skills Attention to detail Leadership Objection handling (sales technique) Cross-selling Decision making Negotiation Follow-up Awards
Medicare Part A & B Proficient
November 2023
Certifications and Licenses
Insurance Producer License
Driver's License
Health Insurance License
CPR Certification
Additional Information
Authorized to work in the US for any employer
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