Telemarketing Sales Representative resume example with 5+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Customer service professional with history of exceeding customer support expectations. Versed in applying strong communication and problem-solving skills in a polite, professional demeanor. Skilled at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Well-organized and service-oriented team player focused on surpassing sales and support objectives. Experienced in managing paperwork, collecting payments and resolving issues.


• Proficient in MS-Windows

• Inbound and outbound call management

• Basic clerical knowledge

• Proficient in Salesforce

• Active Listening

• Conflict Resolution

• Data Entry

• Basic Computer Skills

• WPM 40

• Troubleshooting

• Experience with SAP

• Customer Relations

• Call Center Experience

• Documentation and Reporting

• Phone Etiquette

• Follow-up calls

• Logging call information

• Account Management

• Good Multi-tasker

• Proficient in MS Office

• Excellent Organizational Skills

• Verbal and written communication

12/2020 to Current
Customer Service Representative Signature Aviation Trenton, NJ,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Educated shareholders on corporate actions, such as tender offers, mergers and exchanges, buyouts, reverse and stock splits
  • Explained company procedures and policy on executing sales request to help shareholders make decisions about their stock
  • Informed shareholders on company policy and rules on how to create trust, estate, and custodial accounts
  • Fielded customer complaints and queries, fast-tracking them for problem resolution in a detailed and concise manner
  • Shared detailed information regarding inquiries about transferring ownership of shares due to death, sale, or gift
  • Handled shareholders inquiries about cash dividend payments, dividend reinvestment plans, optional cash purchases, and transferring of shares to brokerage accounts
  • Assisted shareholders with technical issues regarding company website and online accounts and escalated more complex issues with website or online account to appropriate department
  • Distributed via fax, email and mail appropriate documents to shareholders regarding specific transactions
  • Assisted shareholders with filling out and completing forms regarding sales, unclaimed property or escheated shares, transfers, lost certificates, letter of transmittals, affidavit of domicile, and forms concerning tax reporting
  • Aided both foreign and US shareholders with online registration of account
  • Performed account maintenance such as address changes, changes to email address, and verifying account specific information with shareholders in order to maintain efficient communication between company and shareholders
  • Aided foreign shareholders with certifying account for tax and regulatory purposes, transferring shares to US based brokerages, wire transfers, and corporate actions
  • Upheld privacy and security requirements established by regulatory agencies
  • Exceeded team goals and collaborated with staff to implement customer service initiatives
  • De-escalated problematic customer concerns, maintaining a calm and friendly demeanor
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Kept detailed records of customer accounts, including actions taken, issues resolved
  • Upheld strict quality control policies and procedures during customer interactions.
  • Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs
  • Researched banking guidelines and statutory requirements to stay updated on new laws and applications
02/2020 to 06/2020
Telemarketing Sales Representative Tti, Inc. Redmond, WA,

• Boosted sales by assisting customers during selection process and recommended best-fit products to meet individual needs
• Built positive and productive customer connections to drive consistent sales, expand customer base and enhance loyalty and retention
• Explained product prices, packages, and promotions as well as answered questions and addressed customer concerns to enhance sales
• Utilized scripted sales strategies to converse with customers reached by manual dialing and automatic systems
• Established excellent sales ability and strong interpersonal skills using confident and persuasive approach redirecting objections to close deals
• Stayed current on industry trends and changes from competitors in order to compare product features and services offered and overcoming objections to capture sales
• Cross-sold additional products and services to purchasing customers
• Skilled at client management software and computer dialing
• Processed orders, set up appointments and coordinated product deliveries with interested customers
• Documented personal, demographic and payment information for new accounts in the system
• Handled average of 100 outbound and 20 inbound calls per day
• Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
• Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

11/2018 to 01/2020
Call Center Representative Genesis Call Center Fayetteville, NC,

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Evaluated customer information to explore issues, develop potential solutions, maintain high-quality service, and addressed emergency requests and needs
• Explained key information regarding products and services to customers to encourage informed decision-making
• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
• Leveraged sales expertise to promote products and capitalize on upsell opportunities
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered
• Documented and detailed calls and complaints using call center's CRM database
• Referred complex issues relating to online order system or technology to help desk for further evaluation
• Compiled customer feedback and recommended service delivery improvements to management
• Answered over 80-100 calls per day to meet fast-paced call center demands
• Detailed payment options and transferred customers to billing department for payment or further questions regarding bill
•Corresponded with department team members to build and implement successful solutions to customer problems
• Trained new employees on processes to promote efficiency and productivity team-wide

09/2011 to 11/2013
Receptionist Gothic Landscape Gardena, CA,

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance while gathering nature of visit
• Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
• Operated multi-line telephone system to independently handle over 40 calls each day
• Provided clerical support by copying, faxing and filing documents
• Collected and distributed messages to support open communication and high customer service
• Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
• Balanced stylist availability, customer schedules and maximum load levels when scheduling appointments
• Addressed, resolved or escalated issues to owner to satisfy customers
• Assisted with event planning, including associated travel and logistical arrangements
• Collected payments from clients for services provided and updated account balances
• Updated customer information records to track services provided

• Sorted and distributed mail correspondence between including parcel packaging, preparation and efficient shipping
• Obtained signatures for financial documents and internal and external invoices

10/2009 to 07/2011
Customer Service Representative/ Dispatcher Calls R Us City, STATE,

• Responded to daily caller requests with information about assistance and time frames
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Fostered relationships with customers to expand customer base and enhance loyalty and retention
• Answered customer telephone calls promptly to avoid on-hold wait times
• Handled 50-80 calls per day to address customer inquiries and concerns
• Managed customer expectations by clarifying needs, identifying options and recommending products and services
• Maintained updated and detailed records of calls in physical and electronic database
• Evaluated account and service histories to identify trends, using data to mitigate future issues
• Documented customer inquiries and feedback, including service delivery suggestions, in company database

• Assisted customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up
• Consulted with outside parties to resolve discrepancies and create effective solutions
• Resolved customer complaints by escalating calls to the proper department
• Performed clerical and administrative duties like taking messages and transferring calls
• Corresponded with department team members to build and implement successful solutions to customer problems
• Scheduled and dispatched roadside assistance calls based on caller locations and available employees
• Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions
• Closely monitored dispatch board to prioritize calls
• Kept detailed track of available field personnel and all in-progress and completed calls

Education and Training
Expected in
Bachelor of Arts: History
University of St. Thomas - Houston, TX

Completed 18 credit hours in field of study.
• Received the Monaghan Transfer Scholarship

Expected in
Associate of Arts: Liberal Arts And General Studies
Houston Community College - Houston, TX

Completed 48 credit hours in field of study.
•Made the Dean's List

Expected in 03/2021
Certification : Paralegal Studies
U.S. Career Institute - Fort Collins, CO

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Resume Overview

School Attended

  • University of St. Thomas
  • Houston Community College
  • U.S. Career Institute

Job Titles Held:

  • Customer Service Representative
  • Telemarketing Sales Representative
  • Call Center Representative
  • Receptionist
  • Customer Service Representative/ Dispatcher


  • Bachelor of Arts
  • Associate of Arts
  • Certification

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