Personable and dedicated Customer Service Representative with extensive experience in Customer Service/ Sales industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Rapport and relationship building
Sales tracking
Multidisciplinary team leadership
Market and competitive analysis
Social media savvy
Compelling leadership skills
Consultative and relationship selling
Promotional sales events
Credit card payment processing
Organizational strengths
Microsoft Office expertise
Quality control
Courteous demeanor
High-energy attitude
Retail sales customer service
Call center experience
Conflict mediation
Adaptive team player
Customer relations
Fleet dispatching
Schedule mastery
In-store support
Product organization
Active listening
Inbound and outbound calling
Proofreading and editing
Data entry experience
Precise
Excellent spelling skills
System troubleshooting
Great eye for detail
Employee supervision
Rapport building
Payment processing
Staff leadership and direction
Information verification
Experience
05/2001 to 03/2005
Car Sales ConsultantAutosource Motors – Santa Fe, NM,
Increased sales impact and effectiveness, tracking metrics and marketing investments to implement continuous improvements or change management.
Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
Spearheaded sales meetings with staff, division president, closing coordinator and construction manager to share best practices for process improvements.
Contacted customers via phone and email to explore connections, offer services and cement relationships.
Developed creative sales and marketing strategies to assist sales team with reaching targets.
Oversaw inventory purchases and sales contracts to keep records current and compliant.
Directed sales team on closing through combination of expertise, resources, data analysis and strategic techniques.
Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
Retained existing customers and substantially grew customer base, product line and sales volume.
Initiated non-cash marketing incentives to generate vehicle “buzz” and interest.
Secured sales targets by building successful sales teams, preparing yearly sales and marketing budgets and implementing strategic action plans.
Created presentation materials for sales, customer relations, and management purposes.
02/2011 to 07/2015
Customer Service Representative /Sales RepresentativeAtria Senior Living Group, Inc. – Ocala, FL,
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Consulted with customers to determine best methods to resolve service and billing issues.
Trained several new employees each quarter in procedures and policies in order to maximize team performance.
Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
Reviewed account and service histories to identify trends and issues.
Evaluated customer account information to assess current issues and determine potential solutions.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Met or exceeded revenue objectives by promoting Home Improvement Products to customers during service, account and sales follow-up calls.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
Addressed 40-50 website inquiries per day, converting over 88% into renewal customers.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Interviewed customers regarding product issues and reported feedback to management team.
Documented conversations with customers to track requests, problems and solutions.
07/2015 to 11/2019
Private CaregiverTina Dawson – City, STATE,
Laundered clothing and bedding and changed linens 2 times per week to prevent spread of infection.
Assisted families in planning for meals and shopping for ingredients to meet nutritional plans.
Completed general housekeeping work to help clients, including preparing healthy meals and keeping personal areas neat.
Monitored vital signs and medication use, documenting variances and concerning responses.
Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.
Assisted disabled individuals to foster independence while still closely monitoring safety at all times.
Ambulated individuals with safe and effective strategies around home, public and medical locations.
Helped clients maintain daily living standards by assisting with personal hygiene needs.
Maintained clean and well-organized environment to promote client happiness and safety.
Worked to improve patient outlook and daily living through compassionate care.
Monitored clients' progress to report necessary changes.
Provided patients and families with emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
03/2005 to 01/2016
Business OwnerRainbow Recovery Repossession And Towing – City, STATE,
Promoted business on social media platforms to maximize brand identity and generate revenue.
Maintained up-to-date knowledge of all statutory requirements and regulations.
Reconciled daily sales, returns, and financial transaction reports and prepared bank deposits.
Analyzed loss reports and reviewed with senior management to measure overall portfolio performance.
Interfaced with customers to bring accounts current with suitable repayment plans.
Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Methodically resolved active claims by analyzing possible discount violations, PODs, shortages, returns and related advertising.
Partnered with cash application team and credit manager on timely and accurate posting of remittances.
Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Minimized loss by negotiating payment terms directly with clients, consistently achieving 97% recovery rate.
Attached or loaded vehicles and reviewed all connections for security.
Completed efficient transfers at hubs and final destinations to keep routes on schedule.
Completed vehicle recoveries, private tows and involuntary retrievals in collaboration with businesses and police departments.
Responded to roadside assistance requests to provide tows and other types of support.
Updated logs with timely and accurate information meet internal requirements and DOT record keeping demands.
Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
Scheduled and dispatched over 30 daily roadside assistance calls based on caller locations and available employees.
Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
Maintained current knowledge of all personnel in field and all completed deliveries or delays.
Led complete review of operational costs and potentially wasteful practices, resulting in minimal cost increases as company headcount and business volume skyrocketed.
Education and Training
Expected in 08/2019
Bachelor of Science: Forensic Science American InterContinental University - Schaumburg, IL GPA:
Expected in 06/2003
GED: Ahren's Learning Center - Louisville, KY, GPA:
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School Attended
American InterContinental University
Ahren's Learning Center
Job Titles Held:
Car Sales Consultant
Customer Service Representative /Sales Representative
