Client-focused Sales Representative with 8+ years of providing solutions to customers. Solid understanding of the business building rapport associated with customer centered service and experience.
Exceeded monthly goals by successfully handling the customers issue the first time resulting in center wide leader for lowest rate of customer call back.
Reduced technical escalations to management significantly by using customer focused communications and business centered emphasis on value of service/products provided.
Created and executed marketing/PR campaigns, including new product introductions and existing product development. Worked closely with company executives to identify new business opportunities and routinely participated in the sales process. Communicated with customers, employees and other individuals to answer questions and explain information. Generated new accounts by implementing effective networking and content marketing strategies. Optimized current revenue streams by networking for additional business prospects with established clients. Planned strategic brand-building events to expand the product portfolio. Contacted new and existing customers to discuss how specific products could meet their needs. Identified, coordinated and participated in client relationship-building activities and meetings. Coached and mentored numerous team members by offering constructive feedback and taking interest in their long-term career growth.
Provided thorough support and problem resolution for customers. Troubleshooting product and service issues to resolve customer concerns with one-call resolution. Work hand-in-hand with Engineering team to file trouble tickets and get issues resolved. Supported customers having data connectivity issues. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer situations. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Expertise with Windows, iOS and Android operating systems. Provided thorough support and problem resolution for customers.
Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced Service Center policies, procedures and quality assurance measures. Trained staff on how to improve customer interactions. Properly directed inbound calls in phone queues to improve call flow.
Minor in Social Sciences
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