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Skills

  • Cold calling
  • Team building
  • Customer relationship management
  • Handling difficult customers with empathy
  • Customer satisfaction tracking and reporting
  • Regulatory compliance
  • Sales proficiency
  • Improving call-to-sale ratios through personalized pitches
  • Customer relationship management (CRM) software proficiency HubSpot
  • Project organization

Work Experiences

  • Collaborated with engineering to streamline the calling process.
  • Achieved the highest conversion rate of 35% among a team of 5 agents during program.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Addressed customer complaints effectively.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Collaborated with Calling Agents and Calling Agent to correct mistakes, track shipments, and handle damage claims.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Made over 10 outbound calls per shift to deliver survey scripts prepared by program and category.
  • Effectively managed a high volume of inbound and outbound customer calls using process improvement and risk assessment.

Summaries

  • Adept at identifying customer needs.
  • Pleasant, punctual, dependable, and computer literate.
  • Achieved a 76% reduction in follow-up calls.
  • Calling Agent with 18 years of successful risk assessment and process improvement experience.
  • Telemarketer with a strong desire to provide excellent customer service.
  • Calling Agent is a multi-talented Calling Agent who is consistently rewarded for planning and operational improvements.
  • Specializes in juggling multiple tasks at the same time.
  • Remarkable telemarketer who is always able to provide excellent customer service.
  • Adaptable professional with extensive experience in CRM systems.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Developed an outbound sales strategy, achieving 84% conversion in upselling Power BI cross-functionally to other teams.
  • Consistently met Salesforce sales targets, exceeding projections by 17% during two years.
  • Assisted with the deployment of new cloud-based software (Asana), improving team efficiency in handling calls by 84%.
  • Successfully implemented upsell scripts for Salesforce, boosting conversion rates by 74% in metric.
  • Consistently maintained top 4% CSAT scores in the team by delivering personalized customer service.
  • Trained and mentored junior agents, helping improve their call efficiency and raising team performance across key metrics.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Consistently surpassed outbound call goals, delivering 61% additional closed deals month-over-month.
  • Identified key pain points for customers regarding Microsoft Excel, enabling the customer service team to provide quicker resolutions.
  • Created detailed call reports that contributed to executive decision-making and improved service operations by 15%.

Affiliations

  • Society of Women Engineers
  • Association for Computing Machinery
  • International Customer Service Association (ICSA)
  • American Customer Satisfaction Index Associate (ACSI)
  • Project Management Institute
  • Society of Human Resource Management
  • Global Association for Contact Center Professionals (GACCP)
  • National Association of Social Workers
  • National Association of Call Centers (NACC)
  • International Association of Administrative Professionals

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • CRM Certified Specialist - metric
  • Certified Call Center Operational Excellence Leader - process
  • Certified Social Media Customer Service Specialist - Boston
  • CompTIA Customer Service & Support Professional - program
  • IT Service Management (ITIL Foundation) Certification - category
  • ServSafe
  • Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association
  • Certified Escalation Specialist (CES) - system
  • Certified Public Accountant (CPA)

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