AT&T Business SolutionsBirmingham, ALMI60 Floor Support
Drive sales for wireless and wireline products while providing extraordinary customer service.
Provided effective feedback that produces significant performance improvement.
Delivered strategic feedback to conversion rate outliers that resulted in a 70% success rate in improvement Displayed ownership, problem resolution and created a positive customer experience on escalated calls.
In my role as a MI60 not only do I provide strategic feedback, I also drive performance.
Partnered with leadership to oversee different teams with a goal to drive an improvement in conversion rate Recent numbers Led multiple sale teams results were above 30% conversion rate Outlier 1 Ended March with 18% conversion coached and determine skill gaps results were 23.3% by end of month Outlier 2 Ended March with 18.9 % conversion rate coached and developed results were representative finished the month with 26% conversion rate.
June 2013
to
Current
AT&T Business SolutionsBirmingham, ALTelesales Representative
Selected the correct products based on customer needs, used effective discovery to provide a complete Addressed and resolved customer product complaints empathetically and professionally.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Facilitated a plan to several teams to decrease the number of callbacks using effective tools we as a team Exceeded wireless gross add targets while providing extraordinary customer service.
Greeted customers in a timely fashion, while quickly determining their needs.
Answered customer questions about product availability and shipment times.
Complete Product knowledge including Strategic Products.
Continuously exceeded sales and customer service targets home solution.
October 2012
to
December 2012
Completed Enhanced Certification Program Exceeded sale targets and customer service with over 100 percent scorecard Promoted to MI60 we were able decrease the number of callbacks as well as company cost.
Received a 5 percent defect call observed by our Quality Team ERG - OXYGEN.
AT&T Home SolutionsBirmingham, AL
Identified and solved technical issues with a variety of diagnostic tools.
Managed call flow and responded to technical support needs of customers.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
SitelWinfield, AL
Effectively managed a high-volume of inbound and outbound customer calls.
environment.
West CorporationHuntsville, ALSupport Specialist
Handled inbound calls for Direct TV.
Negotiated prices, terms of sales and service agreements.
Assisted customers with technical issues and provided outstanding customer service.
Resolved problems with malfunctioning products.
Education
South University OnlineSavannah, GABachelor of Science: Business AdministrationBusiness Administration
Skills
call center, coach, Excellent communication, conversion, customer service, fashion, fast, leadership, networking, pricing, problem resolution, Quality, sales, Strategic, team player, technical support, TV, Employee development
