High-performing Professional with many years of Customer Service and Sales Management. In-depth knowledge of customer care, client relations, channel and sales support. Demonstrated proficiency in inbound and outbound communication, training and development, program management along with amazing people-management skills.
Skills
Account management
Administrative Support
Business Development
Business processes
Coach
Conflict resolution
Customer satisfaction
Customer Service
Customer Care
Email
Leadership
Listening
Office
Negotiating
Processes
Quality
Relationship management
Reporting
Researching
Sales
Sales Development
Scripts
Service level agreements
Strategic
Teaching
Tech Support
Phone
Unique
Customer service and care
Policy renewals
Client needs analysis
Quotes and sales
Work History
Opportunity Manager/Senior Customer Care Manager, 12/2019 to 03/2020 Qlik – Washington, DC,
Lead management and first point of contact to prospective customers
Responded to all customer communication via phone, email, chat and social media to support sales and service as needed.
Investigated and resolved customer inquiries and complaints quickly..
Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
Identified key products, services and customers and used data to devise innovative sales and marketing plans enabling dramatic growth.
Prospected all new weekly leads with diverse strategies, including cold calling, site visits and customer referrals.
Collected data and performed customer needs analysis.
CRM and social media administrator.
Developed and performed outbound follow up campaigns via phone and email to develop business.
Customer Success Manager, 11/2017 to 11/2019 Genuine Parts Company – Los Angeles, CA,
Manage a team of service providers to deliver a comprehensive and seamless service experience for all customer segments.
Call on and maintain book of business' of the account management team which includes, researching and resolving complex client issues, training and teaching as needed to retain our customer base.
Analyze data, identify trends and provide feedback and recommendations to leadership.
Execute Service level agreements and manage relations with internal partners and departments.
Create, communicate and execute process and well as procedural changes.
Manage and respond quickly and appropriately to chat, email and phone inquires.
Salesforce, Slack, Google Hangouts and Talkdesk are our primary means of communication and CRM.
Sales Development Customer Care/Business Development.
Submitted monthly reports, including booking forecasts, monthly highlights and CRM entries.
Customer Care Manager, 05/2013 to 12/2017 Tri Pointe Homes – Charlotte, NC,
Internet Sales Champion, Sales Development/Business Development.
Heavy inbound and outbound call management as well as eLead response via email, text and chat management.
CRM Administrator.
Administrative Support both tech and Non-Tech
Formulate targets and measures for team and individuals.
Monitor and report on these targets.
Provide day to day workforce management.
Hire, onboard and coach new and existing team members.
Partner with other department heads to identify needs and develop training.
Participate in department and business partner projects.
Exercise active listening skills, conflict resolution and negotiating skills with external customer and internal partners.
Represent customer service and customer operations credibly and effectively with customers and internal partners.
Act as the escalation point for team and business partners.
Drive improvements in end to end processes to improve customer satisfaction, increase revenue and operational efficiency.
Establish standard policies and procedures, and ensure adherence to them.
Establish and drive projects to improve accuracy Responsible for performing CRM audits and email communication/scripts to ensure alignment with requirements required by attorney general and OEM regulations
Conduct Call reviews to insure quality.
Customer Care Director, 01/2007 to 12/2012 Auction Direct USA, LLC – City, STATE,
Created phone training scripts and verbiage along with email scripts to develop business and deliver solid qualified appointments to the dealership.
Skilled in internet Sales techniques.
Hired, trained, coached BDC representatives and developed leaders and inner department trainers, successfully and delegated responsibilities appropriately to free myself up to join and assist the corporate team in new store opening and continued operational development/improvement.
Executive Escalation Management (BBB, Attorney General, Office of President complaints), Client Services, and Customer Experience Management functions.
Conducted both demonstrative and group training to cater to various levels from CRM training to appropriate users, to company informational training to employees interfacing directly with the customers.
Responsible for CRM implementation and training to launch at new store openings.
(required 25% travel).
Education
Bachelor of Science: Accounting And Business Management, Expected in BAS- Rochester Business Institute - Rochester, NY, GPA:
: , Expected in Aquinas Institute - Rochester, NY, GPA:
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