I am a hard working creative individual who is committed to excellence. Rather it be in business or personal affairs.
I place my focus in the tasks at hand. So I may complete them in a timely manner to best of my skills and abilities. I'm in pursuit of an incredible position with a company that has advancement opportunities. Along with structure organization and, unwavering dedication to both its company, and employee growth. A company who not only challenges my skills daily but will also help advance them. I'm passionate about learning new things information and processes. I'm a great team player who also has exceptional time management and multi tasking skills.
ITS NOT ABOUT THE CUSTOMER BEING RIGHT. ITS ALL ABOUT THE CUSTOMER!!!
Maintained current knowledge of all personnel in field and all completed deliveries or delays.
Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
Reported delays, accidents or other traffic and transportation situations.
Managed daily delivery and work schedules to maximize coverage.
Quickly determined locations and needs for high volume of hourly callers to accurately send transport for assistance.
Communicated with individuals within inbound and outbound call center setting to complete dispatch support for customer and driver calls.
Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Oversaw investigation and resolution of customer and vendor issues.
Monitored dispatch board and adjusted call priorities regularly based on caller needs.
Tracked all changes in computer system to keep records current and accurate.
Kept detailed and updated records of calls in physical and electronic databases.
Improved customer satisfaction by finding creative solutions to problems.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Responsible for receiving emergency and non-emergency calls and record significant information. I addressed problems and requests by transmitting information or providing solutions. Received digital work orders to dispatch for pickups or drop offs.
Maintain excellent knowledge of portfolio of products and services in order to understand customer's needs. Respond to incoming requests for cancellation of services and persuade our customers to remain with us. Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated. Identify opportunities to turn dissatisfied customers into happy customers. Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
Ensures customer satisfaction with regard to service delivered. Remain current on technical information regarding telephony, data, and video products and offerings, Customer Premises Equipment (CPE), networking, consultative, sales, and negotiation skills, sales management skills.
Coordinate effectively with Outbound Sales team to ensure Corporate and Regional standards are met. Uncover the needs of each customer to ensure the most adequate service and Trusted Provider focus are given.
Lead and motivate team of Sales Representatives to meet or exceed revenue targets based upon total quota of sales team.
Sets sales goals (quotas plus key sales objectives) CFT (Customer Focus Time) and other defined sales metrics for individual Sales, based on skill levels and on corporate/regional sales goals for the system.
Work with each Sales Representative to promote teamwork between the Sales teams and create friendly competition between Inside, Outbound, and the Retention Sales Representatives
Clearly define customer sales opportunities and sales goals for each day, based on corporate/regional sales goals (quotas plus key sales objectives) for the system
Works with Outbound Sales Representative Supervisors to ensure sales goals are met in alignment with corporate/regional sales strategies
Reviews and assesses sales information provided by Sales Representative Supervisor to discuss results and coach and develop on performance (including sales skills)
Maintains effective utilization, performance, and career development of Outbound Sales Representative.
Document client maintenance issues accurately in a timely and professional manner
Communicate with service providers and client locations and to ensure work order status and notes are accurate
Maintain a positive attitude, take accountability for actions, is driven and passionate to perform at high levels, and enjoys working in a team atmosphere
Follow established guidelines for operating procedures, quality and productivity
Effectively responding to and following through on commitments - consistently meets or exceeds commitments with a focus on quick turnaround
Build a proven track record and reputation for achieving results through an emphasis on detail
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