Remote Contract Agent - Customer Service/ Sales
Resume:
Phone 506-***-****
E-mail **************@******.***
Fredericton, N.B
Canada
Sandra Ward
Objective I am currently a self-employed remote contact agent looking to obtain part time to full time work. I have a strong computer background, and all the necessary tools to get the job done.
Summary of qualifications Problem solving
Computer skills (Excel, Word, Outlook, Networking, Internet/Intranet Connections, Windows, CRM systems, and Softphone technology)
Organizational skills
Supervisory skills (coaching, setting breaks/lunches, time management)
Team Player
Work well without supervision
Education • August 2003 – June 2004 Atlantic Hairstyling Academy Fredericton, N.B
Hairstyling License
I completed a year long course to obtain my hairdressing license. The course included theory and hands on experience. I obtained my license through the New Brunswick Cosmetology Association.
2002 Fredericton, N.B
GED (High School Equivalent Diploma)
Professional experience • Feb. 2010 – Present TelStar Marketing Gagetown, N.B
Telemarketer
• I currently do outbound calls on various campaigns. These are business to business campaigns where we are offering services/appointments/surveys.
• I am also the team leader of five campaigns. I meet with new clients to discuss the primary objectives.
• I hold conference calls with the Client and Calling Agents for training on the campaign.
• I make or recommend any necessary changes in the script with the Clients approval.
• I also monitor/whisper/barge and record (if necessary) the Calling Agents calls for quality control purposes.
Oct. 2009 – Oct. 2010 Direct Energy Gagetown, N.B
Inbound Sales/Service
• I took inbound sales and service calls for HVAC equipment. During calls I aid the customer by walking them through phone support and dispatching Technician to site to fix whatever problem the customer may have with their equipment. As well, I set customers up on protection plans for the equipment to better assist them with further issues they may have.
Sept. 2008 – Oct. 2009 Barrett Xplore Inc. Fredericton, N.B
Internal Support Group (Internet Services)
• Took calls from technical support agents to aid them through calls
• Took supervisor calls from irate customers
• Solved customer’s problems by coming to a resolution that was good for the business and the customer
• Coached Customer Service and Technical agents on call flow, customer service, and adherence
• Monitored a Real Time Adherence Queue for call spikes, agent breaks /lunches/start times
• Solved internal technical problems
• Oct. 2007 – Sept. 2008 Barrett Xplore Inc. Fredericton, N.B
Technical Support Agent (Internet Services)
Took calls from customers having issues connecting to the internet and/or the speed of their connection
Took calls from customers related to their billing
Set new customers up with email accounts
• Oct. 2005 – Aug. 2006 Nucomm International Oromocto, N.B
Customer Service Rep
Made outbound calls to current Quest customers to upgrade/ change their services
• Aug. 2004 – Jan. 2005 The Hair Company Fredericton, N.B
Hairstylist
Set appointments up for clients
Inventory
Men’s and Women’s cuts, color, sets, and perms
Sold professional hair products
General Cleaning
• Aug. 2003 – Aug. 2004 Mikes Restaurant Fredericton, N.B
Line Cook
Made food orders as they came in according to specs
Dishes
Prep Cooking
General Cleaning
References Upon Request
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