PROFESSIONAL SUMMARY ________________________________
Customer service professional seeking a position with an opportunity for advancement. Skilled with more than 5 years of professional customer service and leadership Self-motivated with exceptional communication. Experienced in all facets of the hiring, training, coaching and development processes of Call Center Representatives.
PROFESSIONAL SKILLS ____________________________________
Outstanding communication and negotiation abilities
Business Development
Conflict resolution
Skilled in call center operations
Proficiency In Conflict Resolution
Creation of sales comp structures
Critical and creative thinking
Excellent listening skills
Effective negotiator
Marketing strategies
Sales pipeline management
Customer satisfaction
Revenue and profit maximization
Efficient in Windows XP, Windows Vista, Windows 7 and Windows 8
Knowledgeable working with in MS Office and 3rd party email applications
Knowledgeable working with in remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.
Ability to communicate well and get to the core of errors to provide an effective resolution
Ability to handle different clients and different operating systems simultaneous
Work History
Customer Service Agent | Coach, 05/2015 to 08/2016 Upsell 24 – Charlotte, NC
Effectively managed a high-volume of inbound and outbound customer calls.
Defused volatile customer situations calmly and courteously.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Merchant Services Director, 10/2010 to 05/2015 Right Business Services – Concord, NC
Established new business relationship with companies'.
Developed new lending relationships.
Analyzed Merchants Profit and loss statements, current income, bank statements, tax status, financial objectives, and other information needed to obtain a business funding.
Recommended loan approvals and denials based on customer loan application and supporting documents.
Maintained friendly and professional client interactions at all times.
Originated, reviewed, processed, closed and administered customer loan proposals.
Submitted loan applications to the underwriter for verification and recommendations.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
IT Administrator, 08/2008 to 09/2010 KV Management – Manhattan, NY
Identified the root cause of repetitive technical errors and resolved all errors in timely manner Assisted the clients through e-mail and remote assistance and telephone.
Assisted in the development and testing of applications Provided online training to the clients Manage web based server applications.
Sales Director, 05/2005 to 08/2010 The Coastal Sales Center – Spokane, WA
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for Customer Service Representatives to reduce resolution time and improve customer satisfaction and retention.
Provided one on one training to agent.
Education
High School Diploma: 2005 North Plainfield High School - North Plainfield, NJ
Network Operating systems A+ Net+ MCP CCNA : 01/2006 Arthur McNeil Institute - RAHWAY, NJ
