Customer Service and Sales Specialist with over 16 years of experience. Innovative professional with the success record in financial, operational, and customer service leadership. Converts under performing employees within my department, into exceptional performers. Great abilities and instinct for problem solving resolution and customer retention. Multiplies company revenue. Revitalizes customer relationships. Resourceful customer service rep, sales rep, and customer service supervisor who consistently meets and exceeds productivity goals. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Proficient with Microsoft Office Suite
Proficient in customer account software
Multi-channel contact center software
Employee relations specialist
Dedicated to process improvement
Conflict resolution proficiency
Customer service management expertise
Devoted to data integrity
Exceeded corporate target for customer satisfaction for 12 months in a row. Outside of consecutive months of exceeding corporate goals, I've continued to meet all required metrics. Managed call flow with up to 40 plus calls in queue per minute. Promoted to Call Center supervisor/team lead within less than 2 yrs with a past employer. With this same employer, I was being trained/mentored for a Trainer position prior to layoff due to total Call Center close. Promoted to Product Specialist 2, from Product specialist 1 within a year with my current employer. Received numerous Achievement Awards for outstanding performance.
Customer Service Specialist 2 October 2012 to CurrentGarmin Int. - Olathe, Ks.Responsible for assisting customer\\'s with the set up and everyday use of their automotive GPS. Educating customers on the use of Garmin branded software that allows the transfer of data between a computer or mobile device to or from their GPS. Submitting requests for new map data such as addresses, new developments, routes that aren\\'t currently included in Garmin\\'s mapping. Responsible for the creation of new accounts and logging of each customer contact. Offering and completing sales of products. Address several website inquiries per day, converting nearly all into new customers. Mentor and training new hires. Consistently meeting and exceeding all company metrics and complies with scheduled adherence and attendance policies.
Customer Service Representative and Supervisor January 2005 to June 2012T-MOBILE WIRELESS - Lenexa, KS
Supervise customer accounts with knowledge in billing, account creation and, retention.
Develop and hone sales problem-solving skill sets to best fit customer needs.
Team lead supervisor. Responsible for ensuring a team of 10-20 people, understand and meet their daily metrics. Coaching each individual on plans that will allow them to exceed company goals and gear them toward different projects or positions withing the company.
Enhance team success by providing consistent communication regarding marketing, sales projects and, promotions.
Top performing team in the Lenexa call center in gaining 10-15% sales increase monthly, over a 6 month period.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Developed effective relationships with all call center departments through clear communication.
Receptionist and Medical Billing and Coding Specialist January 2003 to January 2005WASHINGTON MEDICAL GROUP - Kansas City, KS
Ensured timely feedback to the management team on customer trends, issue and, needs allowing better revenue for our medical group and reducing delinquent billing accounts.
Scheduled client medical appointments.
Responsible for patient follow up calls.
Provided explanation of health insurance and benefits to patients.
Accurately recorded and processed data about patient diagnosis and treatments.
Completed bank transactions including money exchanges daily and end of day deposits.
High School Diploma : 2000F.L. Schlage - Kansas City, KS
Business AdminKCKCC - Kansas City, Ks.Some College credits
Sales to Service Certification, 2011. Timely Resolution Workshops, Customer Proprietary Network Information Workshop. Currently taking Business Skill Training which will allow me to become more proficient with the use of various operating systems of Mac, to better configure and organize for maximum productivity. I am a Youth Leader within a local charity (my own church and sister-churches), and act as a mentor for young adults aged from 10-16. This mentor role offers tutoring, appropriate life skills for this age group, and assistance with future goal setting. Encourages character building and being health consciousness.
Proficient with software such as Avaya, Kana, Oracle, Verint, Samson 51, Microsoft Word, Excel, Power Point, some experience in various Mac OS. Multi-tasking. Careful and active listener. Professional and friendly. Practices creative problem solving and critical thinking.