SUMMARY:

• I possess great communication, interpersonal and listening skills.
• Outstanding inbound/ outbound phone skills using Cisco phone system and software.
• I have excellent time management, organizational and problem - solving skills in a fast pace environment.
• I am familiar with common administrative, customer service and call center practices and procedures.
• Proficient knowledge in a wide range of computer software: ORACLE (PeopleSoft) Confidential, Document Management Solutions (DMS), Problem Management System Database (Sales Force), VZ Access Manager and Microsoft Office: including Excel, Word and Power Point. I have the proven ability to efficiently multi-task within a fast pace environment and the ability to build positive relationships. My typing speed is 50 wpm.

PROFESSIONAL EXPERIENCE:

Confidential, Largo, MD

UMUC Service Center/ Lead Team/Advisor

Responsibilities:

• Currently, I provide exceptional customer support for a One-Stop University Student Service Center supporting various departments such as; Strategic Enrollment Management, Student Accounts and Financial Aid.
• Maintain and provide accurate information on program requirements, policies, procedures, dates and deadlines.
• Provide comprehensive, timely, and a high quality service to all internal and external customers, students, external client departments and other support groups to ensure quality service and support .
• I resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions or escalating unresolved problems to the appropriate department. Respond to telephone calls, provide timely follow - up with students and accurately document and maintain student information in sales force and PeopleSoft database.
• I maintain the Problem Management System database by entering detailed explanations of user problems and call resolutions.
• Strictly adhere to all documented procedures to ensure a timely resolution was the highest level of customer service while maintaining an extensive knowledge of Support Center Policies and Procedures.
• I have the ability to recognize priority issues and escalate issues accordingly.
• I also have patience and experience in working with difficult or frustrated callers.

Retention Customer Solutions Representative

Confidential, MD

Responsibilities:

• Elicits and records customer information and inquiries by following prompts from a computerized system.
• Saves and retains Confidential customers by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers.
• Develops and maintains up-to-date knowledge of the Company's products, programming, and marketing campaigns in order to effectively sell new or upgraded services.
• I am able to position Confidential products positively.
• Resolves customer complaints and or concerns through active listening, showing empathy, and professionalism at all times even with difficult and irate customers.
• I’ve demonstrated the ability to establish and maintain effective relationships with customers.
• I promote, recommend, and sell the value of Confidential products and services based on a logical relationship to the customer's needs and interests.
• I have met or exceeded the budgeted retention goals for all product lines.
• I have successfully demonstrated the ability to meet individual performance goals

Confidential

Responsibilities:

• (KPI/MPS) and meet company standards. I have the proven ability to demonstrate proficiency in technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner.
• Shared successes and new ideas with team members in order to achieve both individual and team goals.
• Consistently met or exceeded established goals and performance metrics and achieves overall performance goals of the organization.
• Maintains and coordinates interdepartmental communications.
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

Confidential, Greenbelt, MD

Sales Manager

Responsibilities:

• Manage the day to day operations of the Confidential in a satellite location with little to no supervision in accordance with policies and procedures from the corporate office.
• Build a loyal customer base by creating long-term relationships and accessing the customer’s needs for products and services.
• Achieve or exceed monthly sales and profit targets of approximately $30,000. Manage the Confidential ’s controllable categories for the kiosk’s profit and loss statement and perform other general accounting functions for the kiosk’s daily cash on hand.
• Achieve personal sales and profitability goals of $1500 on a weekly basis.
• Responsible for some Human Resources functions (i.e. recruiting, hiring, and retaining top tier talent to manage the kiosk in my absence).
• Supervised one sales associate while providing professional coaching and development to the staff in accordance with the organizations policies and procedures.

Confidential, Washington, DC

Retail Sales Associate

Responsibilities:

• I worked as a sales professional while promoting Confidential products and services to a large customer base within the DC Metropolitan Area.
• I have achieved and exceeded monthly sales quotas for customer acquisitions by acquiring and maintaining approximately $40,000 of revenue on a monthly basis while consistently, maintaining customer retentions and upgrades and other revenue generating products and services.
• I have served as an equipment protection program specialist while performing trouble shooting functions at the tier 1 level, while establishing trust and rapport with customers by creating a great store experience with interactive and engaging customer service for every contact on a daily basis.
• Maintained effective and positive customer relationships while keeping ethics and the Confidential ’s mission in mind at all times.
• I have implemented daily and weekly task list which included merchandising, cleaning, and product placement.
• I have organized and facilitated retail outreach events at local schools, universities, and churches to capture new local business for Confidential .

Confidential, Vidalia, LA

Wireless Representative

Responsibilities:

• I have established a customer base by cold calling to offer potential customer’s new products and services.
• Build a loyal customer base by creating long-term relationships and accessing the customer’s needs for products and services.
• I’ve achieved and exceeded monthly sales quotas for customer acquisition by acquiring or maintaining approximately $19,000 of revenue on a monthly.
• Resolved customer’s billing/account inquiries on a daily basis.
• Performed monthly inventory counts for approximately $50,000 of revenue and implemented loss prevention initiatives.

Confidential, Washington, DC

Customer Service Representative

Responsibilities:

• I have accurately in putted medical insurance claims for approximately 30 customers on a daily basis.
• Followed and implemented claim policies and procedures in accordance with daily duties with little to no supervision.
• I have researched and reconciled discrepancies and contractual issues for customers on a daily basis.
• I’ve provided information regarding customer’s medical benefits and coverage plan options.
• Implemented call handling and quality assurance standards for the team.

Confidential, New Carrolton, MD

Customer Service Technician

Responsibilities:

• Responsible for assisting customers with warranty and equipment protection claims on a daily basis.
• I have repaired wireless devices by following established procedures and guidelines with little to no supervision.
• Provided technical support to customer’s that were sometimes of an irate nature and maintained professionalism and superb customer service skills in stressful situations.
• Managed and maintained the stores incoming inventory on a weekly basis by receiving new merchandise and returning damaged merchandise to manufactures in accordance with the store’s policies and procedures.

Confidential, Washington, DC

Customer Service Representative

Responsibilities:

• I have provided technical support for landline and wireless telephone customers on a daily basis.
• Received and performs daily follow up calls and scheduled appointments regarding customer complaints and escalations.
• Also, I have provided technical support while trouble shooting and resolving the customer’s technical equipment issues on a daily basis.
• Resolved customer’s billing disputes and answered billing related questions in a concise and accurate manner while adhering to our quality assurance standards during all contact with customers.
• Supported the inbound call center by answering approximately 100 plus calls on a daily basis.