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Click here or scroll down to respond to this candidatePage - 1 of 2Candidate's Name
Customer and Sales RepresentativeCumming, GA(M) PHONE NUMBER AVAILABLE / EMAIL AVAILABLESummaryOver 10 years of experience in Customer Service and Sales with a strong background in resolving customer inquiries, ensuring satisfaction, and providing exceptional support. Skilled in problem-solving, communication, and relationship-building. Adept at using CRM software and maintaining positive customer relationships. Deeply connect with customers who want to move the needle. Customer retention, handling customer queries, imparting product training, and improving customer satisfaction scores.Professional ExperienceEnnuviz August 2023 - PresentAtlanta, GASales Manager and Senior Customer Service Supervisor Services and Automation ProductsManage and resolve 75 + escalated customer complaints per day change in service, processing returns, and more via emails and phone calls.Trained 7 new employees on CRM Solutions and products to deliver high-quality customer serviceAchieve average customer satisfaction of 90%-93%, 22% higher than the company average.Contribute to new products by suggesting approaches and ideas, keeping customers in mind. qBotica March 2022 August 2023Phoenix, AZSales Manager and Customer Service Supervisor Services and Automation ProductsResolved an average of nearly 500 inquiries every week while meeting all performance milestones for speed and accuracy via emails and phone calls.Achieved a 92%-95% customer satisfaction rating month over month.Trained 16 new employees on homegrown OCR products and its services to the customer Miracle Software Services June 2019 - March 2022Duluth, GACustomer Advisor and Team Lead IT Service and SolutionCo-developed a new reporting system that made call data analysis more efficient and accurate resulting in a 38% improvement in the daily call logs.Mentored and guided Junior representatives on company working policies and customer service techniques.Quickly handled and resolved customer complaints, maintaining a 94% satisfaction rate. Page - 2 of 2RapidIT Inc. Oct 2017 - June 2019Alpharetta, GASenior Customer Service Representative GENIE a Workday ProductCreated a new hire training program that expedited onboarding by 20% and increased first-call resolution rates.Analyzed call data to pinpoint trends and improvement areas, increasing overall customer satisfaction by 18%Provide support to over 60 customers per day, educate customers on using services, and products, and exceed monthly sales goals by 30%-40%.Coordinated with the parent product associates to reduce customer wait times, identify appropriate solutions, and enhance daily operations.Charter Global Inc, (Best Buy) June 2013 - Oct 2017 Atlanta, GARetail Customer Service AssociateRespond to over 100 phone calls, emails, and web inquiries each day with empathy and understanding.Communicated with other local stores and departments to aid customers, resulting in a 91% customer service ranking over 12 consecutive months.Maintain cultural sensitivity in all interactions, adjusting communication style to respect different social norms and customs.VLink Inc, March 2011 - May 2013South Windsor, CTCustomer Services Representative - State FarmAccurately respond and achieve 100 inbound phone calls per day using designated scripts, active listening skills, and extensive product knowledge to solve customer queriesQuickly resolved customer complaints, decreased elevated service cases by 20% Mindlance Inc, Oct 2006 - Feb 2011Phoenix, AZIT Staffing and BPO ServicesRecruited and placed over 100 + consultants (W2, H1b, 1099)Managed, mentored, and guided a team of onsite and offshore Recruiters (9-25)Prospected, developed, and managed mid to large accounts from identification to closure - local and across the USA and performed 25 - 30 % over quota.Technical SkillsProducts: Salesforce, HubSpot, ServiceNow, and CATS. Phone Systems: 8x8, Ring Central, and DialpadSoftware: Microsoft Products MS Word, MS Excel, MS Office, MS PowerPoint, and more, Slack. Reporting Tool: Power BIEducationBachelor of Commerce in Accounting from University of Rajasthan, India - 1987 - 1990 |
