Customer Service Sales

Andre Solomon

*** ********** ******* • Union, New Jersey 07083 • 908-***-**** • **********@*****.***

CAREER PROFILE

High-energy, results-oriented professional with over 7 years of supervisory, sales, and customer service experience. Proven ability to motivate employees to achieve optimum performance levels. Fast-track promoted at Dish network based on leadership qualities, strategic thinking, and astute relationship management skills. Designed and implemented employee development program that reduced customer complaints on call center staff by over 90% within a year. Skilled in MS Word, Excel, PowerPoint, Access, customer service and sales tracking software.

PROFESSIONAL EXPERIENCE

Dish network – Pine brook, New Jersey 2004 - 2011

Sales Integrity Team (2010 – 2011)

Monitoring Sales Representatives calls and provided feedback to the Sales Lead. Clarified information, and distributed reports to management. Gathered, analyzed, and report daily/weekly/monthly sales and service statistics.

Outbound Sales Supervisor (2008 to 2010)

Collaborate with Business Operational Specialists to create strategic plans to enhance the outbound department and customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote outbound sales contests. Monitored service levels, call volumes and schedules; took action needed to ensure customer satisfaction, cost control, and efficiency. Developed daily call center team plans with strategic personnel. Handled outsourced call center interactions.

• Contributed to decreasing the cost of the outbound department by assisting in execution of smarter outbound

sales campaigns.

• Instrumental in improving customer-satisfaction ratings through suggestion, development, and

Implementation of new reporting procedures.

• Increased employee knowledge by assisting with development and implementation of product-awareness

program.

• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and

motivational strategies.

• Received outstanding positive feedback from team members on employee reviews, as well as exceptional

feedback from senior management.

Monitored service levels, call volumes and schedules; took action needed to ensure customer satisfaction, cost control, and efficiency. Developed daily call center team plans with strategic personnel. Handled outsourced call center interactions.

Key Accomplishments

Enhanced Customer Satisfaction:

• Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service.

• Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.

• Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.

• Increased efficiency by playing a key role in the implementation and training of a new software system.

Significantly Improved Employee Retention / Development:

• Designed (and trained supervisory staff to use) new employee motivational program which decreased employee turnover.

• Developed training resources for new employees to quickly and adeptly develop their knowledge base and customer service skills.

Supported Business Development / Growth:

• Played a key role in the creation and implementation of a tracker service that contributed to increasing sales in its first year and was forecasted to have a significant positive impact on business.

• Facilitated training of supervisory and line staff at new Neenah location.

• Grew order fulfillment portion of department by 5% within a year.

Strengthened Team Building

• Established strong leadership team who acquired a stellar service reputation.

Customer Service Inbound Supervisor (2006 to 2008)

Provided top-notch service to both internal and external customers. Answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Managers in creating and updating new materials. Prepared weekly reports for management. Prepared and processed employee timecards for payroll purposes. Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performance. Resolved escalated customer complaints and issues, ensuring one call resolution. Facilitated team meetings; created agendas.

• Selected to mentor new associate customer service supervisors in the start of their new career.

• Achieved 6 months straight ACE BEST IN SITE throughout tenure.

• Received Customer Service Awards for outstanding track record of positive feedback.

Key Accomplishments

• Promoted directly to (Customer Service Supervisor position) based on:

• Proven ability to successfully manage teams (20+ employees) for a five- month period during supervisory staff transitions.

• High level performance of my original customer service team.

Developed internal reputation for excellent customer service leadership.

Customer Service Representative (2004 to 2006)

Served as Customer Service Representative interfaced with customers to identify needs, field questions, and process requests. Provided company product information, completed monetary transactions, and resolved issues as needed. Coached and mentored new employees in customer-service processes and company policies. Investigated and resolved customer inquiries concerning accounts and transactions. Processed returned mail inquiries, including account adjustments, name / address changes, and statements. Assisted in verifying all accounts, as well as with other issues that were escalated to supervisor level.

Key Accomplishments

Promoted to Mentor within five months of hire due to:

• Management's stated recognition of leadership potential.

• Consistently earning 95+ points out of 100 in performance score card system.

• Assimilating training quickly and then helping to train and coach other employees.

EDUCATION

UNION COUNTY COLLEGE – Cranford, New Jersey

PROFESSIONAL DEVELOPMENT

Dish network – Pine brook, New Jersey

Trainings, 2004 - 2011

• Preventing Harassment; Instructional Leadership; Ethics; FMLA / Medical Leave; MS CRM; MS PowerPoint; MS Excel; MS Access; Time Management; TANDEM; CICSP1; Scheduling

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