Results-oriented Customer service rep with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Client relations specialist
Conflict resolution techniques
Meticulous attention to detail
Training and development
Management of remote employees
Focused on customer satisfaction
Improved customer retention in 2013 by 6% from the previous five years.
Subject Matter Expert April 2014 to May 2015Telus International － Las Vegas, NV
Successfully managed the activities of 15 team members in multiple locations.
Received calls, emails, and chat inquiries from customs nationwide regarding their Google Wallet accounts.
Assisted customers understand transactions and account information and provided a wealth of knowledge and support to agents.
Provided assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues.
Ensure customer satisfaction and longevity with the company and product.
Demonstrated a superior level of job knowledge and service excellence.
Real Time Analyst October 2013 to April 2014Sitel － Las Vegas, NV
Provided detailed monthly departmental reports and updates to senior management.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Coordinated appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Adjusted intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Ran and analyzed reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Developed and presented presentations for Corporate to show trends, needs, and production levels.
Helped with the integration and implementation of new call center technologies Monitored site to ensure optimal staffing levels.
Keyed daily exceptions requests, updates schedules and responded to escalated issues and ad-hoc requests.
Area Sales Manager September 2012 to October 2013WUD Wireless － Las Vegas, NV
Reduced amount of employee overtime by 53% by effectively delegating tasks.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Addressed negative customer feedback immediately.
Managed and maintained 4 - 8 locations.
Maintained and increased sales of company products and services.
Created and held weekly meetings to develop Sales Reps skills, express goals, and award top performers, demonstrated and educated on new products, sales, and promotions.
Maintained and ordered inventory.
Proceeded over inventory counts.
Counted registers and made all cash deposits and change orders.
Assisted on sales floor when stores saw high volume of customers.
Trained all new hires, monitored team's performances and motivated them to reach sales goals.
Established, maintained and expanded customer base.
Maintained standards of store presentations and upkeep.
Lead Sales Representative February 2011 to September 2012Cricket Wireless － Las Vegas, NV
Greeted all customers as they came in the store.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Built rapport with customers, assisted with and resolved escalated issues and created excellent buying experience for customers.
Assisted customers understand bills; answered all billing questions, went over prices and promotions and processed payments as well as retail transactions.
Coached and developed Sales Associates in assessing customer needs and right fitting the customer with the total technology solution Assisted with technical support issues regarding customer's cellular devices.
Lead in monthly and yearly sales goals.
Helped Stores Sales goal grow in revenue, beating all stores in the Region.
Assisted in maintaining inventory and setting up displays.
Completed accurate paperwork and transactions according to company policies and procedures.
Assisted with all functions within a retail store in compliance with Wireless Vision policies and procedures.
Head Server September 2009 to January 2010Joe Mammas Pizza － Tulsa, OK
Greeted and arranged customer seating.
Collected customers' orders, informed of Restaurant history, and products, specials, and customer favorites.
Assisted with customers' needs and requests, and delivered food and drinks.
Helped facilitate events and programs being held in the restaurant.
Assisted with any dis-satisfaction to ensure good customer experiences.
Maintained daily upkeep of restaurant and supervised a team of 5 - 10 servers.
Subject Matter Expert/ Coach September 2005 to July 2009West INC Cricket Call Center － Tulsa, OK
Responded to escalated calls from customers regarding billing and equipment issues.
Communicated information effectively to diverse audience of customers and reps.
Second in command to team leads assisted supervisors with daily tasks.
Trained employees in all call center lines: activations, billing, tech support, retention.
Kept actively involved with CSR's and management regarding training needs.
Coached CSR's through various means including but not limited to by-weekly side-by-sides.
Helped to create and implement training material.
License : Cosmetology, 2009Broken Arrow Beauty College － Tulsa, OkTop 10% of class
Call center, cash deposits, customer satisfaction, maintaining inventory, inventory, marketing, meetings, policies, presentations, processes, quality, express, rapport, retail, Sales, servers, staffing, technical support, tech support, training material