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Skills

  • Computer literate
  • Credit card processing
  • CallSelect communication systems
  • Consistently meets sales goals
  • Communications
  • Types 2 wpm
  • Employee relations
  • Budgets
  • Clerical support
  • Telephone reception

Work Experiences

  • Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
  • Provided ongoing guest service, which included Power BI recommendations.
  • Dealt with claims in accordance with the client's and the company's policies, procedures, best practices, and regulations.
  • Oversaw a busy Vantage's 8-line switchboard system.
  • Provided a relay service for users who were deaf or hard of hearing.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Helped with pharmaceutical preparation, distribution, and storage.
  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • Averaged 7 new customers per month, generating 4% of the team's revenue using the process approach.

Summaries

  • Motivated individual.
  • Well-versed in Salesforce solutions and a strong communicator.
  • Telephone Operator is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Customer-focused
  • All customer calls are answered, recorded, and logged by a courteous Telephone Operator.
  • Calls are successfully converted into new sales.
  • Versatile
  • Telephone Operator with 4 years of successful data analysis and team leadership experience.

Accomplishments

  • Collaborated with the customer service team to successfully handle escalated calls, reducing churn rate by 49% points.
  • Earned 'Employee of the Month' 5 times for consistently achieving top performance rankings in the call center.
  • Successfully handled high-volume calls while maintaining accurate call logs, contributing to a 16% improvement in internal documentation.
  • Followed up with customers on unresolved inquiries in a timely manner, leading to a 66% increase in positive customer reviews.
  • Increased sales 16% over one year.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Collaborated with the IT department to address system downtimes, reducing customer hold time by 51%.
  • Proactively escalated and addressed high-priority client issues, minimizing potential downtime for priority business accounts.
  • System 18 WPM data entry rate, with 7% accuracy.
  • Trained junior staff in call routing systems and best practices, improving team efficiency by 61%.

Affiliations

  • Jaycees
  • Freemason
  • Call Center Leadership Certification, system, 2021
  • International Telecommunication Union (ITU)
  • Society for Customer Service Professionals (SCSP)
  • National Communication Association (NCA)
  • American Association of Professional Telephone Operators
  • Call Center Professional Certification — category, 2017
  • Rotary International
  • Project Management Institute

Certifications

  • Certification in Communication Strategies for the Workplace
  • Certified Public Accountant (CPA)
  • Conflict Resolution and De-escalation Certification for Customer Service
  • Certified Customer Experience Professional (CCXP)
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified CRM Administrator Power BI (e.g., Salesforce, HubSpot)
  • Certified Customer Service Professional (CCSP)

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