Results-oriented customer service representative with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. High-powered Customer Service Coach who effectively motivates associates through continual guidance, direction, development and coaching.
Named "Coach of the Month" in Janurary, Feburary & March 2009.
Managed a successful sales team of 20-25 members who consistently exceeded sales goals.
Computed Data Reports
Conducted healthcare telephone surveys including reading scripts verbatim. Accurately coding responses, entering and rating verbatim comments. Also assisted with other data entry projects as needed.
Attended special events and functions to promote new Budweiser products. Prepared and gave broad range of customized merchandise to individuals and commercial accounts such as free samples, trips and memorabilia. Created new processes and systems for increasing customer service satisfaction.
Followed federal and state guidelines to obtain small person loans for customers. Cash checks ensuring no fraud was presented. Made Western Union payments, utility payments and printed money orders. Worked as a team member performing cashier duties, product assistance and cleaning. Expressed appreciation and invited customers to return to the store. Maintained adequate cash supply in cash drawer.
Assisted diners with seating. Served food to patrons. Assisted co-workers. Cleaned and maintained the beverage area, display cases, equipment, and order transaction area. Scheduled reservations. Greeted customers in the restaurant, took and rang up orders, handled payment and thanked customers. Stocked supplies, and paper goods in a timely basis
Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Contacted providers to discuss status of rebilling and reimbursement process to ensure account resolution. Updated customer accounts and information on a daily basis. Communicated with customers via phone, email and in person to obtain payments on outstanding accounts. Managed incoming and outgoing calls for busy Internet provider. Handled and processed confidential customer information. Scheduled and confirmed appointments for installation team.
Demonstrated mastery of customer service call script within specified timeframes. Provided accurate and appropriate information in response to customer inquiries. Developed effective relationships with all call center departments through clear communication. Formulated and enforced Service Center policies, procedures and quality assurance measures. Coach of the month for three consecutive months.
Ran reports and supplied data to fulfill managerial duties. Trained staff on how to improve customer interactions and sales. Led a team of customer service representatives to increase service center profitability. Properly directed inbound calls in phone queues to improve call flow.
Obtained Honors Core 40 Diploma
Deans List Recipient 2008
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