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virtual customer care retention escalation and coaching specialist resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Dependable with recognized strengths in problem solving, troubleshooting, implementing proactive procedures, and using system tools to provide a One-Call Resolution. Consistently exceed expectations in diffusing difficult escalated situations. Ability to think "outside the box" to present information and suggest best next step to resolution. Respected builder and leader of customer- focused teams. Lead teams of 27-30 employees in daily call center operations in both training and floor areas. * Recognized for training/coaching style that is easily relatable and able to put into practice quickly by not only considering my specific audience but by quacking assessing individual needs within group/team/person (s) * Provide employees with tools to maintain and increase service levels to internal and external customers *Conducted ad hoc training classes. Increased employee knowledge by assisting with the development and implementation of product awareness classes. Hiring, training/developing, motivating, coaching, evaluating, and retaining qualified staff. Maintaining service, talk/wrap time, data, and both client and consumer satisfaction *Enrollment Coordinator

Highlights
  • RespectedTraining,Coaching,Mentoring techniques
  • Strong Persuasive and Reasoning skills
  • Excel in Escalations and diffusing volatile customers and situations
  • Exceptional customer service, sales,and retention, and coaching skills
  • Seasoned in conflict resolution and negotiation
  • Energetic work attitude. Equally adaptable with working within a team or independently.
  • Strong time management and organizational skills
  • Sharp problem solver. "Out of the box" mentality and adaptable in dealing with a diverse population
Accomplishments
  • Quickly recognized for abilities, style, and results -targeted early upon a department transfer to be utilized in other areas in team.
  • Provided new approaches that management would duplicate and slated to coach reps and provide workarounds for others to use.
  • Created "roll outs" for Internet Companies that provided information to implement for company growth and continuity.
  • Revised policy, procedure, etc.
  • with CEO to accommodate//anticipate future needs *Ability to train, motivate and supervise service and sales employees Develop methods to collect on hard to handle accounts and extremely aged customers Streamlined Service Department Build rapport with customers to ensure better customer service experience and increase revenues.
  • Soft Sales/ Up Selling) Recognized and rewarded repeatedly for excellent customer service and retention skills.
  • Created Library for training department that highlighted problem concerns/issues and resolution.
  • Created, developed, and implemented specialized training program (R IOT REVIEW) for existing representatives to address areas of concern reducing turnover and promote career advancement.
  • Designed and implemented "Floor Support" within center to provide guidance and support to all customer service representatives in escalated and complex situations-furthering concept of one call resolution.
  • Created and implemented training material for new service reps to bring to floor that would highlight top areas of concern and resolution.
  • Updated on regular basis based on needs of business.
  • Monitor interaction between staff and callers to ensure quality assurance standards Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
  • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
  • Develop sales techniques of each customer service representative to drive revenue growth.
Experience
Virtual Customer Care. Retention, Escalation, and Coaching Specialist , 07/2013 - 2015
Balance Staffing City, STATE,
  • client-remote computer and technology support.
  • Virtual Customer Care.Retention, Escalation, and Coaching Specialist Hollywood FL - 8/2013- Present
  • Demonstrate a high sales and service skill level to deliver on our customer's needs.. Strong consultative sales abilities and assumptive sales techniques ensured success while in department Ability to present best options and to communicate benefits of multiple services to a diverse population and quickly build rapport to both existing and new customers - internal and external prompted an invite to join their Customer Care Department.
  • The transfer to Customer Care allowed me to utilize areas of expertise on a daily basis- with Care consisting of Retention, Escalations Coaching, and Billing I quickly established a proven record of accomplishment in putting expertise to practice right from the onset.
  • Keen ability to thrive in a fast-paced environment, talent for diffusing customer escalations, and strong problem-solving skills were soon recognized and was able to act in "supervisory capacity" to resolve such issues thereby limiting calls that went for review.
  • Strong persuasive and negotiation skills along with my consultative style in presenting needed information was also recognized as being highly effective and duplicated Management also duplicated my new approaches to Retention and Care and was slated to present information to reps in future meetings.
  • Create Coaching opportunities when needed to forward to Management.
  • Not only advised of opportunity but also included policy/procedure information and /or sample approaches to utilize in future to avoid repeat situation.
  • Incorporate excellent consultative sales and up sell techniques in every call to ensure success in meeting and exceeding departmental sales and service targets.
  • Maintain consistently high conversion rates and multiple order sales calls.
  • Trained in specialty ques and special teams where every aspect of performance from sales, service, conflict resolution, and documentation were reviewed before being chosen.
  • Responsible for the timely handling of both inbound and outbound calls to meet customer's needs for customer base throughout the US, Canada, and International Markets.
  • Also deal directly with florists in same markets to ensure commitments and promises are kept in a timely manner.
  • Research and resolve customer issues and /or request to satisfaction.
  • U-Haul Virtual Agent E Sales Center Agent Hollywood FL - 05/2011- 10/2012 Receive incoming calls from customers calling specific U-Haul moving centers across the US and Canada or from customer calling U-Haul's toll free 1-800-Go- U Haul number.
  • As an E Sales center agent responsible for securing truck, trailer, and storage reservations in addition to booking Hitch installations.
  • Up sell/Cross sell products and services.
  • Also, submit process/procedural changes concerning system and WAH training development.
  • Served as back up to customer service department and escalations que.
Virtual Sales/Service Agent, Seasonal, 04/2010 - 04/2013
1800FLOWERS City, STATE,

Incorporate excellent consultative sales and up sell techniques in every call to ensure success in meeting and exceeding departmental sales and service targets. Maintain consistently high conversion rates and multiple order sales calls. Trained in specialty ques and special teams where every aspect of performance from sales, service, conflict resolution, and documentation were reviewed before being chosen. Responsible for the timely handling of both inbound and outbound calls to meet customer's needs for customer base throughout the US, Canada, and International Markets. Also deal directly with florists in same markets to ensure commitments and promises are kept in a timely manner. Research and resolve customer issues and /or request to satisfaction.

Virtual Agent E Sales Center Agent , 04/2011 - 09/2012
U Haul City, STATE,

Receive incoming calls from customers calling specific U-Haul moving centers across the US and Canada or from customer calling U-Haul's toll free 1-800-Go- U Haul number. As an E Sales center agent responsible for securing truck, trailer, and storage reservations in addition to booking Hitch installations. Up sell/Cross sell products and services. Also, submit process/procedural changes concerning system and WAH training development. Served as back up to customer service department and escalations que

Virtual Agent E Sales Center Agent , 04/2011 - 09/2012
U-Haul City, STATE,

Receive incoming calls from customers calling specific U-Haul moving centers across the US and Canada or from customer calling U-Hauls' toll free 1-800-Go- U Haul number. As an E Sales center agent responsible for securing truck, trailer, and storage reservations in addition to booking Hitch installations. Up sell/Cross sell products and services. Also, submit process/procedural changes concerning system and WAH training development. Served as back up to customer service department and escalations que.

Process Analyst and Development , 11/2009 - 2011
Contract/Project Work City, STATE,
  • After a brief observation period presented to owner/CEO's of Internet Companies a proposal of needed changes and suggestions vital for business growth and development.
  • Also prepared an outline to a Customer Service Professional Manual that would ensure each member of the organization would provide the same level of professional, world-class customer service.
  • A copy of completed draft is available upon request to review style and content.
Personal Assistant to President, 12/2015 - 08/2009
CMCK LLC City, STATE,
  • Duties include overseeing and supervising customer service reps who provide virtual customer service.
  • Responsible for quality assurance.
  • Assisted in all other areas of business on as needed basis.
Office Mgr / Administrative Assistant, 01/2007 - 01/2008
Bearcom City, STATE,
  • Collections- Business- to Business.
  • High volume with both large and small accounts * All A/R and some A/P *Knowledge of Vendor pricing and policies to assist sales staff Sales.
  • Logged in service for all customers / Enter sales orders for other sales representatives *Shipping of equipment to customers, corporate, and vendors depending on situation.
  • Work closely with Account Executives and General Manager and attend all Branch and Corporate meetings Facilitate the processing of sales orders within the branch *Required to interact with customers, prospects and vendors Control and maintain corporate assets, Demo Equipment, Computers, Automobiles and Inventory Follow up with Account Executive sales leads and report results.
  • Support the activities associated with mailings and business shows Assist General Manager with preparing budget and other required reports Ordered equipment and supplies as needed.
Training/ Acting Manager/Customer Service Representative, 06/1998 - 09/2005
Omnipoint/ Voicestream, T-Mobile City, STATE,
  • Devised, implemented, and conducted training programs for new and existing employees Use of all tools and training provided to deliver exceptional customer satisfaction.
  • Disbursed adjustments and account credits in accordance with policy.
  • Collections/Billing Soft Sales/ Up Selling Met department productivity and quality standards on a regular basis.
  • Promoted several times within organizations.
Education
LIU Southampton NY Campus-Psychology /English classes: Psychology /English classes , Expected in
-
LIU Southampton NY Campus - Southampton, NY
GPA:
Status -
Blue Bell PA, Hospitality Mgmt.: Hospitality Management, Expected in
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Montgomery County Community College - Blue Bell, PA
GPA:
Status -
Skills

Training, Coaching, Mentoring

Excellent Consultative Inside Sales, Escalation, Coaching, Retention and Billing abilities.

Strong Persuasive and Reasoning skills

Ability to communicate with a diverse population.Exceptional with diffusing volatile customers and situations, Solid problem solving skills and "out of box" thinking.

Work easily independently and in groups. Great time management skills and ability to work best under pressure. deadlines, or in a fast paced environment


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Resume Overview

School Attended

  • LIU Southampton NY Campus
  • Montgomery County Community College

Job Titles Held:

  • Virtual Customer Care. Retention, Escalation, and Coaching Specialist
  • Virtual Sales/Service Agent, Seasonal
  • Virtual Agent E Sales Center Agent
  • Virtual Agent E Sales Center Agent
  • Process Analyst and Development
  • Personal Assistant to President
  • Office Mgr / Administrative Assistant
  • Training/ Acting Manager/Customer Service Representative

Degrees

  • LIU Southampton NY Campus-Psychology /English classes
  • Blue Bell PA, Hospitality Mgmt.

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