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Skills

  • Planning and coordination
  • Business operations
  • B2B and B2C sales
  • Agent onboarding and mentoring
  • Insurance billing
  • Prospecting and networking skills
  • Territory sales
  • Product management and pricing
  • First Aid/CPR
  • Agent productivity optimization

Work Experiences

  • Advocated for QuickBooks enhancements.
  • Prospecting leads, cold calling, and negotiating favorable deals were some of the ways I generated sales.
  • Designed and implemented store displays to boost sales and revenue.
  • Identified customer needs in order to provide relevant product solutions and promotions while staying within budget constraints.
  • Increased the reach of my branding initiatives by coordinating annual events.
  • Exceeded sales goals by 16% for 4 years in a row by establishing and nurturing profitable customer relationships.
  • Addressed customer marketing needs by creating and designing ads that promoted advertisers' goods and services.
  • Made daily cold calls to over 3 potential customers with a 6% success rate.
  • Increased sales by completing the entire sales cycle, from prospecting leads to contract negotiations and closing.
  • Built customer relationships and presented promotions that increased shelf space, sales, and profit.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Proficient in promoting program by leveraging client relations and cross-functional collaboration knowledge.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Expert in the use of framework CRM software and lead optimization.
  • Results-oriented Miscellaneous professional with quality assurance, performance reporting, and risk assessment strengths.
  • Microsoft Excel and Workday experts with exceptional interpersonal skills.
  • Senior Sales Representative with a track record of departmental leadership.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Expert in category with a strong aptitude for optimized and automated.
  • Gifted communicator with a keen understanding of client needs and sales tactics.

Accomplishments

  • Provided regulatory policy updates to agents, ensuring adherence to compliance standards in all customer interactions.
  • Led weekly training sessions, improving team performance and reducing agent error rates by 15%.
  • Assisted in managing a high-volume agent support queue, maintaining an average response time of 2 hours.
  • Reduced agent downtime by 15% by providing real-time system troubleshooting and step-by-step technical support.
  • Proactively addressed recurring agent issues by developing FAQs, resulting in a 30% reduction in similar ticket submissions.
  • Introduced resource guides for agents, leading to an 18% increase in self-service resolution of common issues.
  • Monitored agent inquiries for trends and developed best-practice responses, reducing average resolution time by 25%.
  • Provided timely and accurate updates on policy changes, maintaining a 100% compliance rating during the audit period.
  • Maintained a 95% agent satisfaction score by offering timely assistance on policy benefit clarifications.
  • Analyzed and revamped communication processes between departments, improving cross-functional project timelines by 2 weeks.

Affiliations

  • Contributor, Service Quality Improvement Task Force, 2021
  • Member, Association for Support Professionals (ASP), actively engaged in discussions on error mitigation strategies, 2019
  • Affiliate, Global Contact Center Alliance (GCCA) attending annual symposiums on support center transformations, Seattle, 2023
  • Participant, Churn Mitigation Focus Group, regularly reporting on strategies and attending Brightline workshops
  • Member, Call Center Association of America (CCAA), specializing in technical support challenges and solutions, 2019
  • Member, Association of Support Professionals (ASP), recognized for contributions to technical troubleshooting discussions
  • Affiliate, Help Desk Institute (HDI), actively participating in annual industry events and technical certifications
  • Volunteer, Support Roles Knowledge Base Initiative, aimed at data-driven operational enhancement, 2021
  • Participant, Call Center Network Group (CCNG), regularly engaging in best-practices sharing workshops
  • Attendance, Agent Productivity Webinar hosted by Customer Contact Week, 2018

Certifications

  • Association for Project Management (APM)
  • ITIL 4 Foundation Certification 2019
  • Certified CRM Specialist - Workday
  • Leadership in Customer Service Certification - 2019
  • Certified Business Professional (CBP) - Customer Service Specialization
  • Microsoft Certified: Dynamics 365 Fundamentals – HubSpot
  • Certified Contact Center Professional (CCCP) – Northwind
  • CompTIA Network+
  • CPHQ (Certified Professional in Healthcare Quality) - framework
  • Microsoft Certified Systems Engineer (MCSE)

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