Services Support Specialist Resume Example The Midtown Group

SERVICES SUPPORT SPECIALIST

Summary

Seasoned customer service specialist with background in providing advice on diverse customer situations.

Highlights

Accomplishments

Sales

Surpassed all sales goals by 25% for National region.
Maintained spot in Top 10 representatives out of 80 representatives nationally through duration of program

Client Interface

Collaborated with prospective clients to prepare efficient product marketing strategies and drive business development.

Experience

The Midtown GroupWashington, DCServices Support Specialist05/2015 to Current

Assists prospective medical school students with registering, rescheduling, and cancelling Medical College Admission Test (MCAT) exam.

Develops effective relationships with all call center departments through clear communication.

Formulates and enforced Service Center policies, procedures and quality assurance measures.

Comcast CableLanham, MarylandXfinity National Sales Representative03/2014 to 10/2014

Mentored fellow team members on effective sales and training tactics.
Utilized knowledge of Comcast products, services, features, pricing and competitiveness, as well as best practices as they relate to sales processes, training and customer engagement to achieve sales goals.
Planned and managed retail events to generate enthusiasm with both retail representatives and customers, while continuing to drive incremental sales.
Acted as a company representative at retail locations to provide support and engage in side-by-side selling/shadowing during periods of high traffic.
Observed retail employee sales techniques and customer interactions and coach on Comcast selling strategies.
Engaged with Comcast's retail partner management to foster effective business relationships and ensure alignment in sales goals and strategies.
Consulted with management to schedule visits with assigned locations throughout the Beltway North Region on a regular basis, facilitate in-store training programs and educate the retail teams to ensure they understand Comcast's competitive advantage and how to most effectively position Comcast products and services.
Participated in creating and managing incentive programs to encourage desired performance from retailers.
Worked closely with Comcast leadership teams to identify any productivity gaps, and create plans to ensure sales goals are achieved consistently.

Comcast CableAnnapolis, MDConnection Center Specialist05/2013 to 03/2014

Monitor and coach employee performance to ensure optimum customer service.
Train new hires on sales and procedures at the Connection Center.
Evaluate customers' potential product needs and makes appropriate recommendations.
Communicate with Best Buy managers to ensure that the partnership between Comcast and Best Buy is symbiotic.
Informs customer of products and pricing models, as well as competitive edges.
Provide guidance and help to fellow Connection Center Specialists to resolve difficult subscriber questions and problems.
Responsible for achieving individual and team and goals.
Assure appropriate follow-up procedures are met for customers.
Adhere to monthly sales and performance goals set by the company.

SoleZones Reflexology & MassageBowie, MarylandExecutive Assistant/Scheduler10/2012 to 02/2013

Managed and ensured the successful operation of all administrative office functions.
Maintained employee files and HR filing system.
Scheduled meetings/conferences while successfully coordinating owner and therapist calendars.
Communicated and handled incoming and outgoing electronic communications on behalf of the owner.
Established and implemented office procedures and controls.
Handled sensitive customer issues.
Assisted in managing payroll, accounts payable, and accounts receivable.
Successfully interviewed candidates for various capacities.
Managed heavy calendar, requiring interaction with both internal and external points of contact to coordinate a variety of complex scheduling requests.

Comcast CableSilver Spring, MDSales/Retention/Repair Customer Account Lead10/2004 to 08/2011

Monitor and coach employee performance to ensure optimum customer service.
Communicate with supporting departments to ensure information presented to call center was precise.
Provide a high level of customer service staffing through efficient scheduling and adjustments to meet peak service demands.
Provide guidance and help to customer service representatives to resolve difficult subscriber questions and problems.
Review, verify and approve subscriber refund and adjustment requests.
Communicate sales and retention strategies to customer account executives.
Handle a high volume of calls.
Correct errors and discrepancies on customers billing as necessary.
Responsible for achieving individual, team and Call Center goals.
Assure appropriate follow-up procedures are met for customers.
Handle escalated calls from customers.
Adhere to monthly sales and performance goals set by the company.

Education

Bachelor of Science:Investigative Forensics2017University of Maryland University College

Associate of Applied Science:Mortuary Science2017Community College of Baltimore - Catonsville

Skills

Call Center, coach, customer service, training

Resume Overview

Companies Worked For:

School Attended

Job Titles Held:

Degrees

Bachelor of Science : Investigative Forensics 2017
Associate of Applied Science : Mortuary Science 2017