Customer Support & Technical Sales Specialist

Oluwatoyin Edwards

Customer Support Specialist

************@*****.*** Portsmouth, 23707 757-***-**** Summary

Resourceful Customer Service Specialist with over 10 years of experience in call center environments, specializing in technical support, sales, and customer retention. Proven ability to manage inbound and outbound calls, troubleshoot complex issues, and negotiate payment plans. Adept at assisting clients with inquiries, providing accurate information, and maintaining detailed case notes. Eager to leverage extensive experience in customer support and problem resolution to contribute to Healthmark Group's mission. Work Experience

Student Representative, Cantura College, Virginia Beach 09/2024 – 07/2026

Engage prospective students by detailing available college programs and their benefits. Orchestrate campus tours and conduct pre-visit confirmations to ensure attendance. Facilitate informed enrollment decisions by guiding prospective students through program information and addressing inquiries.

Collection Agent, Spring Oaks Capital, Virginia Beach 03/2021 – 07/2024

Initiated outbound calls concerning overdue account balances, working towards comprehensive resolution.

Negotiated customized payment plans tailored to individual customer financial capabilities. Presented strategic settlement options to effectively satisfy outstanding balances and prevent further collection efforts.

Managed sensitive financial discussions with a high degree of professionalism, precision, and empathy.

Customer Service Sales Consultant, Verizon, Hampton 03/2015 – 02/2019

Addressed inbound inquiries from current and prospective Fios customers, tailoring service plans to match specific needs and budgetary constraints. Provided advanced technical support for Fios TV, internet, and home phone services. Executed follow-ups with customers to ensure the satisfactory resolution of outstanding issues, thereby enhancing their overall service experience. Recommended suitable service packages and upgrades based on thorough analysis of customer requirements.

Served as a key subject matter expert, assisting colleagues with inquiries related to products, services, and troubleshooting procedures. Retention Representative II, Sprint, Hampton

04/2005 – 03/2014

Mentored a team of 15-20 agents as lead supervisor assistant, delivering coaching and development to meet established performance standards. Developed and implemented targeted action plans, providing daily coaching to enhance customer survey results, optimize average handle time, improve schedule adherence, and increase retention rates.

Addressed escalated customer calls, assuming responsibility for complex issues requiring specialized support.

Fostered first-call resolution by employing active listening, effective problem-solving, and relevant service recommendations.

Managed inbound and outbound calls, maintaining up-to-date knowledge of current promotions and troubleshooting cellular service and tower-related problems. Achieved recognition as one of the department's top retention sales representatives. Direct Sales Representative, Cox Communications, Chesapeake 08/2007 – 02/2008

Delivered door-to-door sales presentations to both prospective and existing customers. Represented company services at off-site sales events, cultivating new business through direct outreach and referral generation.

Successfully completed assignments and sales projects, demonstrating strong accountability and diligent follow-through.

Prioritized addressing customer needs during the initial point of contact. Customer Service / Outbound Sales Representative, MCI WorldCom, Newport News 06/2002 – 11/2004

Generated sales of long-distance services through proactive outbound customer outreach. Consistently surpassed sales targets each quarter, achieving recognition as a top sales representative for four consecutive quarters.

Trained colleagues on effective sales methodologies and customer communication strategies.

Skills

Certificates

Valid driver's license

Collections & Payment Negotiation Inbound & Outbound Calling Consultative Sales Customer Retention Technical Troubleshooting Appointment Scheduling Territory Management Microsoft Office Suite Google Docs Customer Service Conflict Resolution Team Leadership & Coaching Time Management Organizational Skills

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