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Click here or scroll down to respond to this candidateCandidate's Name
Professional SummaryCustomer Service and sales professional 15years successful at improving customer retention rates and growing revenue. First all resolutions, named #1 in the district and Top performer. Organized, motivated, Initiative-taker, enterprising person, enthusiastic, ambition, and hardworking with ability in Microsoft programs. Purposeful data entry professional with 10 years managing clerical, communication, and project management tasks in corporate environments.Work HistoryAsurion (Verizon) Technical Support Representative/Sales PPXWork from Home, NC11/2019 CurrentESSENTIAL FUNCTIONSTroubleshoot technical issues for our customers personal devices; evaluate concerns and issues, identify, and deploy solutions, and help customers with troubleshooting steps.Learn details of protecting home and other product offerings to sell to customers confidently and accurately.Communicate company policies and procedures to customers.Meet metrics for call measurements and sales goals; receive feedback/coaching/training from the management team including Trainers, Quality Analysts, etc.Utilize call center technology to input, track, and report customer issues.Upsell of Verizon Home Device Protect.Navigate company software programs, use web-based search engines, and troubleshoot customer issues.Escalate calls outside the scope to appropriate tier of customer service support.Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service.Follows directives from Call Center Management (Coaches, Managers, etc.).Ability to be initiative-taking and self-sufficient.Drive to improve performance and exceed goals to maximize earning potential.Skills/knowledge: Have a working knowledge (or the ability to learn) multiple hardware platforms and operating systems, including Windows, Android, Blackberry OS, Apple iOS, wireless technology, wireless equipment, and applications. Be able to manage multiple priorities, work in a fast environment, and manage time effectively. Be a strong communicator, with an emphasis on effective listening and empathizing with customers. Must be able to understand, identify, and sell new products and solutions based on customer needs. Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge. Must be self-disciplined and work without close supervision.Ann Taylor Remote Teleperformance- Customer Service RepresentativeWork from Home, NC10/2018 11/2019Manages over 120 calls and chats daily to introduce myself eract with Ann Taylor customers and answer product questions with up-to-date knowledge of sales and store promotions.Demonstrated dedication to continuously improving sales abilities and product knowledge.Investigated and resolved customer inquiries and complaints in a prompt and empathetic manner.Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment.Ensured superior customer experience by addressing customer concerns, showing empathy, and resolving problems swiftly.Provided excellent customer care by responding to requests, assisting with product selection, and managing ordering functions.Recommended, selected, and helped find and obtain out-of-stock products based on customer requests.Scored in top 100% of employees for successful CSTATS.Recommended products and services aligned with customers' needs and preferences.Recommended alternative items when product was out of stock.Provided customers with vital details about billing, payment processing and support procedures and requirements.Creating purchase orders editing PO, billing, pricing. Also billing and credit adjustments. Using SalesForce.Data Entry Specialists, (Seasonal Overnights) Peak Month's - Manpower/J.P. Morgan (Second Job)Charlotte, NC10/2015 - CurrentData Entry specialists work in a production environment keying data from internal imaging system into a database following client-specific formats; verifies data to ensure accuracy. Also processing taxpayer's payments in the lock-box IRS.Verified the accuracy of data before transcribing.Identified data entry errors and reported to necessary departments.Obtained scanned records and uploaded them into the database.Entered numerical data into databases in a prompt and accurate manner.Compiled data and ensured accuracy prior to input.Located and corrected data entry errors and reported to management.Executed data verification to detect errors.Completed data entry tasks with accuracy and efficiency.Monitored database updates and verified for correctness.The General Insurance Remote - Customer Service RepresentativeCHARLOTTE, NC02/2017 - 10/2018Personally, I managed any unresolved customer issues.Set up and explained new membership contracts.Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.Learned, referenced, and applied product knowledge information.Received and managed one hundred phone calls per day to answer clients' questions, solve problems, and inform customers on product launches and direct calls to appropriate departments.Wells Fargo - Phone Banker 2/Customer Service RepresentativeCHARLOTTE, NC11/2014 - 02/2017Created member account profiles on Wells Fargo online banking program.Continued education on current banking products and services through updated training monthly.Answered telephone inquiries on banking products including checking, savings, loans, and lines of credit. Upsell checking, savings and auto insurance.Executed customer transactions, including deposits, withdrawals, money orders and checks.Maintained friendly and professional customer interactions.Executed wire transfers, stop payments and account transfers.Established key procedures for teams preparing documentation, models, and presentations.Managed various accounting transactions.Time Warner Business Class (Contractor) - Senior Data EntryCHARLOTTE, NC08/2013 - 11/2014Account Payable:Entered numerical data into databases in a timely and accurate mannerReviewed and updated client correspondence files and scheduling database.Built and maintained excellent customer relationships through timely response to inquiries and going beyond to accommodate unusual requests.Gathered statistical data to enhance reports and presentations, managed scheduling of appointments and meetings for employees.Managed electronic records database and managed all file requests.Used various methods of data collection to research and record data successfully.Produced monthly reports using advanced Excel spreadsheet functions.Compiled quarterly budget reports, financial spreadsheets, and organizational charts to improve office organization.Maintained elevated levels of confidentiality to support customer confidence and protect operations.Performed accounts receivable duties, including invoicing, researching charge backs, discrepancies, and reconciliations.Managed daily office operations, including client account, supply, and inventory and records management.Organized files, developed spreadsheets, faxed reports, and scanned documents.Develop and create customized reports and dashboards.Create and document application requirements by working together.Daily administration and support of cases in Sales force database,Including but not limited to managing multiple user setups, profilesAnd roles, customization of objects, fields, record types, pageLayouts and validations.WORK AT HOME/DIRECTV - Customer Service RepresentativeCharlotte, NC11/2012 - 08/2013Managed 130 incoming calls, emails, and faxes per day from customers.Investigated and resolved customer inquiries and complaints in a prompt and empathetic manner.Communicated with and supported sales, marketing, and administrative teams.Helped drive sales goals and achieve monthly quotas.Supplied elevated customer experience to generate a loyal clientele.Demonstrated dedication to continuously improving sales abilities and product knowledge.Learned, referenced, and applied product knowledge information.Developed reputation as an efficient service provider with prominent levels of accuracy.Personally, I managed any unresolved customer issues.Provided customers with vital details about billing, payment processing and support procedures and requirements.Directed calls to proper individuals and departments. Creating purchase orders editing PO, billing, pricing. Also billing and credit adjustmentsReceived multiple positive reviews which acknowledged dedication to excellent customer service.OFFICE TEAM/Standard Parking (Contractor) - Data Entry ClerkCharlotte, NC05/2011 - 11/2012Performed wide-ranging administrative, financial, and service-related functions through Creating Forms and updating their clients onto Excel spreadsheet, proofreading, categorize, size of spaces of available spaces. And pricing plans for use of spaces monthly or yearly for Wells Fargo. Updating any changes to the availability of parking spaces. Also processing invoices for services made.Outlined the proper process and procedures necessary to fulfill and complete inquiries.Produced monthly reports using advanced Excel spreadsheet functions.Assisted with receptionist duties, file organization and research and development.Added new material to file records and created new records.Entered numerical data into databases in a prompt and accurate manner.Prepared source data for computer entry by compiling information.Collaborated with People Soft and Black baud.Lash Group - Patient Care CoordinatorCharlotte, NC08/2010 - 05/2011Collaborated with patients to ensure effective scheduling of tests and procedures.Performed as subject matter expert for case management processes.Resolved problems with areas such as communication and billing that could negatively impact services.Managed prescriptions by sending electronic requests for new medications and refills.Connected patients with available community and charitable resources.Completed documentation of care, hospital actions and patient activities.Sent and managed electronic requests for new medications and medication refills.Functioned as the main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.Established rapport and relationships with patients and external partners to cross-train and support medical staff.Upheld confidentiality requirements and regulatory compliance guidelines in all areas.Monitored ongoing care and proactively corrected problems.Increased utilization of preventative care to reduce readmissions.SPRINT - Customer Care RepresentativeCharlotte, NC08/2008 - 08/2010Increased customer satisfaction ratings by 100% by solving problems promptly and to customer expectations.Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.Achieved long-term business objectives by analyzing customer feedback for process improvements.Coordinated organization and verified equipment shipment pricing and availability.Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.Developed client rapport by promptly processing requests and resolving financial discrepancies.Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.Demonstrated dedication to continuously improving sales abilities and product knowledge.Recommended, selected, and helped find and obtain out-of-stock products based on customer requests.Answered customer questions about product availability and shipment times.Built long-term customer relationships and advised customers on purchases and promotions.Completed all point of sale opening and closing procedures, including counting the contents of the cash register.Helped drive sales goals and achieve monthly quotas.Learned, referenced, and applied product knowledge information.Determined the proper course of action for claims processing.Served as liaison for customers, management, and sales team.Referred unresolved customer grievances to designated departments for further investigation.Documented and communicated all claim activity in a timely and effective manner, while supporting the outcome of claim files.EMAIL AVAILABLEPHONE NUMBER AVAILABLE120 Winding Path Way Apt # 104, Charlotte, NC 28204SkillsCustomer servicePhones, Email and ChatStrong client relationsTechnical supportCreative analytical personProduct knowledgeStocking and replenishingData entryMulti-line phone talentStrategic sales knowledgeMS Windows proficientCash handlingAdaptive learnerCredit card processingEquipment and materials managementPerformance ManagementSalesAdministrative supportTelemarketingMedical terminology knowledgeTraining development aptitudeReceiving supportAccount ManagementOrder fulfillmentCash flow managementPOS systems expertHospitalitySales forceBlack baudPeople softAvayaCitrixAmazon ConnectKPIsAspectCerner EMR SoftwareEducation2019Ashworth College OnlineNorcross, GAAssociate of Arts: Health Care ManagementCoursework in Time Management, writing skills, medical terminology, and organization etc...CertificationsMicrosoft Certified Application Specialist (MCAS). |
