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Skills

  • Behavioral analysis techniques
  • Staff training
  • Customer relations
  • Billing issue resolution
  • Strategic planning
  • Process improvement
  • MS Office
  • Network development
  • Retention strategies
  • Scheduling understanding

Work Experiences

  • Consistently exceeded monthly sales quotas by 62% by providing personalized product recommendations and closing high-value contracts with clients.
  • Collaborated with the technical team to develop a streamlined troubleshooting guide, reducing average call-resolution time by 32%.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Managed QuickBooks inventory to improve sales pitches and closed more than 18 sales in several months.
  • Collaborated with the retention department, aiding in the retention of 46% of customers threatening to leave services.
  • Achieved Outstanding Service Award for top customer satisfaction score in 2023, maintaining a feedback score of over 47%.
  • Achieved results over 6 months.
  • Aided in customer retention.
  • Analyzed routine call data.
  • Created and used metric reports to assist leadership in making key decisions and exceeding operational goals.

Summaries

  • Phone Consultant is a multi-talented Phone Consultant who is consistently rewarded for planning and operational improvements.
  • Attentive Phone Consultant with expertise in customer feedback.
  • Customers have increased by 11%, and new sales revenue has increased by more than $3.
  • Addressed client needs before escalation.
  • Exceptional at generating leads and demonstrating products in order to close large-scale sales.
  • Bringing top-notch planning and multitasking skills to the table, as well as a hardworking and determined attitude.
  • Dedicated, articulate, and tenacious sales professional with a track record of exceeding goals through the use of strategy and advanced people skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Superior communication skills, as well as the ability to understand and close sales, are required.

Accomplishments

  • Implemented a multilingual support strategy in Japanese, driving 57% improvement in call resolution for French-speaking customers.
  • Consistently exceeded monthly sales targets by 35% as a result of effective phone follow-ups and utilizing CRM tools to track interactions.
  • Collaborated with team of 14 in the development of metric.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Introduced a tiered call categorization system, which helped in resolving customer inquiries more efficiently and improved FCR rate by 28%.
  • Boosted first call resolution (FCR) rate by 23% after refining internal knowledgebases and implementing a customer feedback loop.
  • Drove a 22% increase in customer satisfaction by delivering consultative calls focused on addressing individualized QuickBooks issues.
  • Assumed a lead role in initiating a new upsell process that increased revenue per customer by an average of $16 over six months.
  • Created and implemented scripts for new product features, reducing average hold time by 9 minutes and improving customer communication clarity.
  • Led a project to integrate new call center software (Workday), reducing downtime during customer calls by 18%.

Affiliations

  • Telecoms Channel Partner Network
  • Certified Call Center Manager (CCCM) Program
  • CRM Users Group (Customer Relationship Management)
  • Society of Telecommunications Consultants (STC)
  • Sales, Marketing & Customer Support Association (SMCSA)
  • Association for Talent Development (ATD) – Customer Service Focus
  • Rotary International
  • Lions Club
  • Project Management Institute
  • National Association of Social Workers

Certifications

  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Certified Help Desk Manager (CHDM) by method
  • Certified Inbound Sales Professional by procedure
  • ServSafe
  • Certified Call Center Quality Assurance Professional from Northwind
  • Certified Call Center Manager (CCCM) from Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in ITIL Foundation, Version method, 2020
  • Certified Professional in Contact Center Leadership from Beacon Labs

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