Customer Experience Leader with 18+ Years in Sales & Training

Professional summary Customer Experience Representative with over 18 years in sales and customer service, excelling in digital sales and real estate training. Demonstrates exceptional communication and conflict resolution skills, with a proven track record in direct sales, CRM management, and innovative marketing strategies. Passionate about leveraging extensive experience to drive team success and enhance client satisfaction through strategic planning and visionary leadership. Maureen Brown

8120 Moro St., Philadelphia, US, 19136 / +1-215-***-**** / ************@*****.*** Employment history

2022 - PRESENT

PHILADELPHIA, PA

Customer Experience Representative Digital Sales, Comcast AUG 2007 - 2024

PHILADELPHIA, PA

Realtor/Sales Trainer, Berkshire Hathaway Fox & Roach

• Prospecting for Business

• Lead generation

• Lead Follow Up

• Marketing (Including writing ad copy)

• Solicitation of Potential Buyers

• Qualifying individuals and suggesting appropriate financial resources

• Monitoring all on-line activity through Google-Analytics

• Conflict resolution (With win-win strategy)

• Contract Administration and Negations

• Accurately maintaining CRM database for sales

• Team Leader/Coach- Recruiting and fully training new agents in the sales cycle/process JAN 2006 - AUG 2007

PHILADELPHIA

Recruiter Nielsen TV Ratings, Nielsen Media

• Identifying potential "Nielsen TV Families"

• Recruiting families to become participating families with the TV Ratings

• Cold Calling

• Client Interviews

Assist customers with Xfinity services, achieving high satisfaction ratings through effective support.

Manage simultaneous chats, maintaining an average response time of 18 minutes per customer. Adapt plans and negotiate payments, ensuring customer retention and satisfaction. Continuously train to enhance service quality, contributing to improved sales and support metrics.

Enhanced customer interactions by efficiently resolving issues, resulting in noticeable gains in customer satisfaction and loyalty.

Fostered a collaborative environment by actively engaging with team members, promoting knowledge sharing, and improving overall team performance. Analyzed customer feedback to identify service improvement opportunities, leading to substantial enhancements in service delivery and customer retention. Executed targeted sales strategies for Xfinity services, achieving marked progress in upselling and cross-selling initiatives.

Implemented a streamlined chat process to manage multiple customer inquiries, significantly reducing response times and improving service efficiency. Delivered exceptional customer support for Xfinity services, driving high satisfaction ratings and enhancing overall customer loyalty.

• Researching and following up with Families to ensure 100% participation through various methods, including encouragement, gifts etc.n

Education

2002

NEWTOWN, PA

License in State, Schlicker Cratz School of Real Estate Skills Sales Customer Service Expert

Management Experienced Conflict Resolution Expert

Administrative Skills Expert CRM Software Expert

Outside Sales Direct Sales

Microsoft Office Cold Calling

Marketing Google Docs

Relationship Management Software Troubleshooting

Communication Skills Organizational Skills

Additional information Awards

BERKSHIRE HATHAWAY FOX & ROACH HONOR SOCIETY

• Sales Achievement - January 2017

• Sales Achievement - January 2016

Certifications and Licenses

REAL ESTATE LICENSE

Real estate broker

Certifications and Licenses

CERTIFIED NEGOTIATION EXPERT

Specifically trained in negotiation techniques and tactics. May 2014 to Present Certifications and Licenses

CERTIFIED RELOCATION COUNSELOR

Trained in meeting the needs of relocating clientele. March 2007 to Present

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