escalations manager resume example with 6 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Skills
Complex Problem Solving
Customer Relationship MJessicagement
Staff MJessicagement
Administration and Reporting
Employee Coaching and Mentoring
Staff Development
Problem Resolution
MJessicaging Operations and Efficiency
Team Building
Experience
Escalations MJessicager, 12/2020 - Current Salesforce.Com, Inc. – Chicago, WI,
Resolved customer inquiries and complaints requiring mJessicagement-level escalation.
Delegated work to staff, setting priorities and goals.
Assigned work and monitored performance of project personnel.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Produced thorough, accurate and timely reports of project activities.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Evaluated individual and team business performance and identified opportunities for improvement.
Reviewed completed work to verify consistency, quality and conformance.
Recruited and trained new employees to meet job requirements.
Customer Service Representative, 08/2020 - 12/2020 Carmax – Tempe, AZ,
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.
Developed strong customer relationships to encourage repeat business.
Made outbound calls to obtain account information.
Used proven techniques to de-escalate angry customers during telephone interactions.
Improved customer service wait times to mitigate complaints.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Engaged customers in friendly, professional dialogue to determine needs.
Answered incoming telephone calls to provide store, products and services information.
Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Collected payments and provided accurate change.
Answered product questions with up-to-date knowledge of sales and promotions.
Developed trusting relationships with customers by making personal connections.
Assessed customer needs to provide assistance and information on product features.
Built and maintained relationships with peers and upper mJessicagement to drive team success.
Assisted teammates with sales-processing tasks to meet daily sales goals.
Sales Development Representative, 08/2018 - 01/2020 Service Corporation International – Jacksonville, FL,
Documented outreach calls and follow-up contacts in CRM system to establish record of interactions.
Collaborated and supported sales team to build sales pipeline.
Leveraged CRM to maintain activity, contact and account information of customers and prospects.
Executed cold calls, social media and other digital strategies to acquire customers.
Generated new prospects and nurtured existing prospects through outbound phone calls and emails.
Responded to and qualified inquiries to introduce products and services.
Identified emerging business opportunities and conducted initial outreach calls to establish contact with potential clients.
Evaluated team formally every month based on revenue and sales volume.
Recruited new prospects at various company and industry events.
Business Development MJessicager, 01/2018 - 08/2018 Cedar Park Nissan – City, STATE,
Established new customer accounts using negotiation and sales closing abilities.
Determined business development opportunities and implemented effective strategy for client acquisition.
Leveraged cold calling, in-person visits and referrals to build leads.
Generated leads and capitalized on valuable business opportunities to bring in new company revenue and improve bottom line profit.
Facilitated and mJessicaged business development plan based on market and industry research.
Drove customer intimacy and brand value by defining and segmenting needs, pain points and buying behaviors.
Gained market share in new sales performance through aggressive team training.
Oversaw regional and local sales mJessicagers and staff.
Established ambitious goals for employees to promote achievement and surpass business targets.
Maintained open and ongoing communication with clients to meet needs and expectations.
Developed short-term and long-term vision and strategy to achieve targeted sales objectives.
Gathered and Jessicalyzed business, market and competitor information to support development of strategic marketing plan.
Data Entry Receptionist , 06/2017 - 01/2018 Cedar Park Nissan – City, STATE,
Compared data logs against written records to verify accuracy of electronic records, alerting mJessicagement to discrepancies indicating poor data entry execution or possible ethical violations.
Entered data into spreadsheets, documents and databases with high accuracy rate.
Shared incomplete and deficient data sets with supervisors for resolution.
Compiled statistical information for special reports.
Recovered missing data and resolved statistical inconsistencies by communicating with source authors.
Obtained scanned records and uploaded into company databases.
Screened and regularly answered calls to provide assistance to important clients.
Answered incoming phone calls and directed callers to appropriate departments and personnel.
Translated written documentation and notes into emails and other types of correspondence.
Prepared payroll documentation by entering data into cumulative payroll document.
Transferred written information into databases to maintain consistent, accurate client records and project details.
Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
Education and Training
Medical Assistant : Healthcare, Expected in 10/2015 - College of Healthcare - Austin, TX, GPA: Status -
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