Personable and dedicated Business Sales Support Representative with extensive experience in the telecommunications industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Creative Problem Solving
English Fluency
Multitasking and Prioritization
De-escalation Techniques
Customer Account Management
Issue and Complaint Resolution
Verbal and Written Communication
Transaction Processing
Call Documentation
Order and Refund Processing
Customer Retention Strategies
Understanding Customer Needs
Responding to Difficult Customers
Customer Data Confidentiality
Building Customer Trust and Loyalty
Calm and Professional Under Pressure
Customer Service
Needs Assessment
Upselling Products and Services
Cultural Awareness and Sensitivity
Computer Proficiency
Computer Skills
Work Prioritization
Time Management
Teamwork and Collaboration
Patient and Empathetic
Team-Oriented and Cooperative
Relationship Building
Invoice Preparation and Processing
Administrative and Office Support
Document and Records Management
Microsoft Office Suite
Inbound and Outbound Calling
First-Tier Technical Support
Interpersonal Communication
Experience
07/2019 to Current
Business Sales Support RepresentativeMetlife – Springboro, OH,
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Supported sales team members to drive growth and development.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Updated databases with new and modified customer data.
Conferred with customers by telephone or in person to provide information about products or services and take specific orders.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Referred unresolved customer grievances to designated departments for further investigation.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Promoted available products and services to customers during service, account management and order calls.
Assisted customers with price checks, service issues, and addressing other inquiries.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Mentored junior team members and managed employee relationships.
Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Collected deposits or payments and arranged for billing.
Reached out to customers after completed sales to suggest additional service or product purchases.
Strengthened customer retention by maintaining professional customer relationships by being easily available for them.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Took special orders in person and over telephone, generating additional revenue every month.
Provided top quality control and eliminated downtime to maximize revenue.
Prevented key account losses by researching discrepancies and correcting problems.
Liaised between customers and retail buyers to expedite orders and meet customer demands.
09/2017 to 07/2019
Call Center LeadThe Kemtah Group – South Milwaukee, WI,
Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
Directed team of 60 associates handling an average of 300 calls daily.
Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
Managed customer concerns with calm demeanor and knowledgeable service.
Produced reports outlining information such as call duration and customer satisfaction levels.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Supported sales team members to drive growth and development.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Updated databases with new and modified customer data.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Collected deposits or payments and arranged for billing.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Referred unresolved customer grievances to designated departments for further investigation.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Mentored junior team members and managed employee relationships.
Reached out to customers after completed sales to suggest additional service or product purchases.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Conducted product sales trainings for employees so that they are well-equipped with the knowledge to drive and close sales.
Crossed-trained in different departments such as Tech Support and Field Operations to gain more knowledge and skills to achieve customer success and satisfaction.
Trained and supervised new employees to promote overall team productivity and consistent service.
03/2016 to 09/2017
Call Center Customer Service RepresentativeMalt-O-Meal – Saint Louis, MO,
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance goals.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Updated customer accounts, addresses and contact information within call management databases.
Used available resources to provide efficient and accurate solutions for customer service requests.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Maintained strong call control and quickly worked through scripts to address problems.
Consulted with customers regarding needs and addressed concerns.
Built sustainable relationships and engaged customers by going extra mile.
Seized opportunities to upsell products, maximizing revenue.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Referred unresolved customer grievances to designated departments for further investigation.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Collected deposits or payments and arranged for billing.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Promoted available products and services to customers during service, account management and order calls.
Updated databases with new and modified customer data.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Prevented key account losses by researching discrepancies and correcting problems.
Contacted customers about potential service upgrades, new services and account changes.
06/2015 to 12/2016
BarristaPort Of Mocha – City, STATE,
Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
Prepared and served coffee, espresso drinks, blended coffees and teas.
Maintained calm demeanor during high-volume periods and special events.
Managed morning rush of customers daily with efficient, levelheaded customer service.
Maintained clean and organized workspace, enabling coworkers to locate resources and product.
Memorized recipes for specialty coffee beverages and seasonal offerings.
Followed health, safety and sanitation guidelines to pass state inspections.
Collected payments and provided accurate change.
Created complex, hand-crafted beverages based upon customer preferences.
Addressed and resolved customer concerns to maintain brand loyalty.
Memorized official and off-menu coffee and tea preparations.
Supported highest standards of conduct and service to support company reputation.
Described menu items to customers and suggested products based on stated preferences.
Received and accurately processed customer payments.
Stocked customer service stations with paper products or beverage preparation items.
Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
Gave samples of popular coffee and tea blends to create sales opportunities.
Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
Cleaned and sanitized service or seating areas, complying to health protocols and food safety standards.
Utilized POS system to receive and process customer payments.
Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
Wrapped, labeled and dated food items for sale.
Recommended pastries and sandwiches to pair with customers' beverages.
Checked brewing equipment for proper functionality.
Ordered and received supplies to restock beverage items.
Created signs and displays to advertise store products or events.
Sliced fruits, vegetables and meats for use in food service.
12/2015 to 03/2016
Retail Sales RepresentativeDocomo Pacific Inc. – City, STATE,
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Greeted and assisted customers in locating items and completing purchases.
Maintained current store, product and promotional knowledge to drive consistent sales.
Consistently met or exceeded sales quotas by assessing and meeting customer needs.
Stocked, replenished and organized inventory to keep store merchandise fresh.
Processed payments and maintained accurate drawers to meet financial targets.
Maintained knowledge of current sales and promotions, security practices and policies regarding payment and exchanges.
Improved customer service feedback scores through outstanding service.
Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Maintained attractive merchandise displays to maximize purchases.
Developed and maintained key relationships with consumers and businesses through effective communication strategies and interpersonal skills.
Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
Regularly met or exceeded established sales goals by implementing strategic closing techniques.
Increased store sales by cross-selling complementary items.
Offered coupons and special deals to increase customer spending.
Expressed appreciation for patronage, inviting and encouraging customer return visits.
Communicated sales promotions to customers to grow average customer account size.
Assisted average of 20 customers per day in finding or selecting items.
Education and Training
Expected in 05/2015 to to
High School Diploma: Academy of Our Lady of Guam - Agana, Guam, GPA:
Expected in to to
: University of Phoenix - Phoenix, Arizona, GPA:
Expected in to to
: Guam Community College - Mangilao, Guam , GPA:
Accomplishments
Consistently maintained high customer satisfaction ratings.
Promoted to Call Center Lead due to my ability to effectively train new employees, provide unmatched customer service, and to help me team improve their quotas.
Recognized with Docomo Honors during the month of September 2022 for outstanding performance and team contributions.
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