Call Center Representative versed in customer support in high call volume environments with 16 plus years experience. Superior computer skills and telephone etiquette. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Adaptive team player
Seasoned in conflict resolution
Proficient in customer account software
Dedicated to process improvement
High customer service standards
Energetic work attitude
Customer service expert
Train new or existing Do it Yourself Specialist on the departments products, services and procedures as needed. Lead the entire Do It Yourself Team by resolving questions, providing resolutions and taking customer call escalations. As a member of the Customer Service Council group I make recommendations on changes to improve employee and customer relations for a better work environment and customer experience.
Strong organizational, Active listening, Problem solving and Troubleshooting skills
New Account Consultant10/2015 － CurrentWeb.comJacksonville, FL
Communicate with new customers via outbound, inbound calls and email
Collecting customer feedback to help gauge customer engagement and satisfaction
Review and promote the benefits of newly established services
Answer questions and offer advice regarding website and Internet marketing packages based on customer goals
Administrative setup for Facebook pages
Encourage announcing/sharing site or Facebook Page with friends and family
Google Places activation
Email account creation
SEO (Search Engine Optimization) Consultation
Make minor text and images changes to eWorks! XL Websites, via web-based design tool as well as make suggestions for improvement
Retain accounts by understanding cancelation reasons and applying long-term save techniques
Build it for me (BIFM)/Do It Yourself (DIY) Customer Service Specialist08/2011 － 10/2015Web.comJacksonville, FL
Provide accurate and appropriate information in response to customer inquiries taking an average of 60 calls per day.
Address customer service inquiries in a timely and accurate fashion.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Make consistently at minimum $3000 in sales per month.
Retain customers requesting to cancel their DIY services and consistently maintain a save rate of 70% or higher every month.
Provide cross training to DIY staff members.
Properly directed inbound calls in phone queues to improve call flow.
Demonstrate mastery of customer service call script within the specified time frames.
Ecommerce Build it for me (BIFM) Specialist04/2011 － 08/2011Web.comJacksonville, FL
Consistently take take 30 inbound calls related to 1SC (1 Shopping Cart) in regard to setup, changes to the shopping carts functions and features on a daily bases.
Build one 1SC per week to the companies set standards and satisfaction.
Assist with the Store Support email box daily to respond to the customer's inquires regarding changes or operation of the 1SC to help keep the email responses within the required 24-hour return response time for customer's inquires.
Monitored 70 inbound calls for the Operations Department (DIY,BIFM,BIFM Technical Support, Welcome Team, Collections and Modifications specialists) on a daily basis against the Quality Assurance guidelines and standards.
Created 2 monthly reports based on the overall outcome of the Operations Department call monitoring scores.
Involved and conducted Quality Assurance call calibration meetings observing 3 inbound phone calls taken from within the Operations Department.
This was done to make sure that Quality Assurance guidelines and standards were consistently being achieved and meet.
Build it for me (BIFM).
Build if for me (BIFM) Specialist03/2005 － 03/2006Web.comJacksonville, FL
Answered and resolved up to 80 inbound calls related billing, email, website, promotions, features and or benefits.
Retained customers when requesting to cancel the services provided by Web.com and consistently maintained a save rate of.
55% or higher each month.
Explained and sold 3 to 5 different products to customers for help with enhancing their website experience.
Customer Care Consultant Retention Specialist03/2004 － 03/2005America Online AOLJacksonville, Florida
Responsible for cancelation request of the AOL members from up to 70 inbound calls per day maintaining a monthly save rate.
of 80% or higher per month.
Addressed and resolved billing, technical or general questions about the services on the members accounts.
Sold on average per month $500 worth of products and services to enhance current or the start of new services with members.
Account Specialist III and Customer02/1999 － 03/2004Metris INCJacksonville, FL
Responsible for answering billing questions about credit card charges received and general questions about the clients accounts in regards to their Direct Merchant Bank or Fingerhut accounts.
Maintained a save rate of 80% of customers who called to cancel the credit card or request the interest rate to be lowered for the remaining balance of the credit card.
Sold 3 additional products such as Credit Protection, Product Alerts and Fraud Alert to all customers to provide protection on the credit card accounts and purchases.
As a CSR member I was responsible for resolving escalation calls or disputes from other Account Specialist.
High School Diploma:Coffee High School - VocationalDouglas, GAVocational