Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training.
Core Strengths
Strong organizational skills
Active listening skills
Sharp problem solver
Skilled negotiator
Operations management
Customer service skills
Team player
Energetic work attitude
Seasoned in conflict resolution
Adaptive team player
Dependable independent worker
Computer-savvy
Accomplishments
Sales
Consistently generated additional revenue through skilled sales techniques.
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Named "Employee of the Month" in South Florida region in March and April 2013.
Work Experience
Branch Manager, 11/2014 to Current Goodman Manufacturing – Warrenville, IL,
Developed [number] new customer prospects or referrals.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Regularly sought opportunities to up sell and add on additional merchandise.
Communicated all merchandise needs or issues to appropriate supervisors.
Generated leads for new sales through telephone and email contact with customers.Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Interviewed, hired and trained new quality customer service representatives.
Addressed negative customer feedback immediately.
Developed rapport with the customer base by handling difficult issues with professionalism.
Recommended and helped customers select merchandise based on their needs.
Provided a high level of product and leadership support to representatives and clients.
Informed customers about sales and promotions in a friendly and engaging manner.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Operations Manager, 07/2014 to 10/2014 Cintas Corporation – Norwood, MA,
Served as mentor to junior team members.
Conducted business to business telephone sales.
Contacted new and existing customers to discuss how their needs could be met with specific products and services.
Quoted prices, credit terms and other bid specifications.
Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Cross-trained and provided back-up for other customer service representatives when needed.
Managed quality communication, customer support and product representation for each client.
Guaranteed positive customer experiences and resolved all customer complaints.
Effectively communicated with team members to maintain clearly defined expectations.
Customer Service Agent (CSA), 08/2011 to 07/2014 Cintas Corporation – Owatonna, MN,
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Developed effective relationships with all call center departments through clear communication.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Assisted with the development of the call center's operations, quality and training processes.
Properly directed inbound calls in phone queues to improve call flow.
Computed accurate sales prices for purchase transactions.
Cross-trained and provided back-up for other customer service representatives when needed.
Managed quality communication, customer support and product representation for each client.
Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Regularly sought opportunities to up sell and add on additional merchandise.
Communicated all merchandise needs or issues to appropriate supervisors.
Operations Manager, 05/1992 to 07/2011 Progressive Pool Products And Services, Inc. – City, STATE,
Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.
Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers.
Accurately read blueprints and repair manuals to identify mechanical problems and fix them.
Troubleshooted electrical and mechanical defects for residential, commercial and industrial sites.
Completed all repairs and maintenance work to company standards.
Ensured customer satisfaction by providing highest quality of products by ensuring all equipment was properly installed and working correctly.
Planned work and determined appropriate tools and equipment.
Assisted in management of business operations by maintaining records and files, preparing cost and inventory reports, and ordering supplies.
Managed work with little supervision.
Addressed customer inquiries and resolved complaints.
Stocked and restocked inventory when shipments were received.
Determined staff promotions and demotions, and terminated employees when necessary.
Managed the complete redesign and launch of the company’s website in 3 months.
Created an official company page on Facebook to facilitate interaction with customers.
Implemented and evolved high-impact strategies to target new business opportunities and new markets.
Advised managers on organizational policy matters and recommend needed changes.
Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
Completed purchase orders and customer invoices.
Assigned projects and tasks to employees based on their competencies and specialties.
Led the planning, budgeting and direction of all construction projects.
Assisted the project manager with bidding new jobs and projects.
Reduced and controlled expenses by improving resource allocation.
Reviewed and approved billing invoices and expense reports.
Calculated figures such as discounts, percentage allocations and credits.
Opened and assigned new client accounts.
Researched and resolved billing and invoice problems.
Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives.
Educational Background
Bachelor of Arts: History, Expected in 1997 University of South Florida - Tampa, FL GPA:
Skills
Microsoft Office Suite
Easily learns new computer programs. Learned the basics of Warehousing programs Prelude and Southware within 2 weeks
Microsoft Office Suite
Easily learns new computer programs. Learned the basics of Warehousing programs Prelude and Southware within 2 weeks
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