HIGHLIGHT OF QUALIFICATIONS
Customer-driven and accomplished Customer Service Sales, Accounting, & Management Professional with experience in solution-selling and penetrating market segments for various industries. Expertise in establishing key relationships, growing sales, analyzing future growth opportunities, and consistently exceeding market segment sales goals. Excellent communicator committed and instrumental in creating and articulating a vision and developing key partnerships with teams.

• Detail Oriented
• Customer Service Support
• Sales Forecasting
• Consultative Selling
• Revenue Growth
• Key Account Management
• Presentation Skills
• Cultivating Relationships
• Business Development
• Market Penetration
• Excellent Communicator
• Sales Team Leadership

EDUCATION
Confidential, Baton Rouge, LA
Bachelor of Science in Accounting-Anticipated Graduation Confidential

PROFESSIONAL EXPERIENCE

Confidential Baton Rouge, LA 2012- Present
Online Customer Service Chat Specialist

• Respond to inbound chats inquiring about appliances.
• Manage daily reports utilizing internal systems for orders and inventory.
• Proactively communicate clearly and effectively with customers, vendors, and co- workers via phone and email.
• Advise customers of prices, store locations, purchase policies, and procedures.

Confidential. Baton Rouge, LA 2007- 2012
Residential Sales Specialist

• Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Offered alternative solutions where appropriate with the objective of retaining customer\'s business. Handled business transactions in connection with activation of new customer accounts on a computer terminal.
• Communicated with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Guided customers with financial decisions to protect/collect and adjusts customer accounts.
• Achieved monthly sales quota. Demonstrated consistent proficiency in skill sets utilized within the Call Center. Assisted management with scheduling and tracking of the workforce and vacation schedules in accordance with guidelines and requirements. Assisted in training new employees.

Confidential Services 1998-2007
Account Manager 2007

• Maintained client communications, conflict resolution, and compliance. Reviewed and completed weekly billing accounts to ensure quality standards and client expectations are met.
• Ensured client issues were dealt with in an efficient manner, reported issues to the Account Director. Renewed contracts for existing clients. Approved any changes, invoices, improved workflow communications and responsible for payment collections.
• Provided regular input on all account activity, including status and call reports on a weekly basis. Provided training in job functions, procedures, company policies, and customer service.

Confidential 1998-2007
Quality Assurance Supervisor 2006- 2007

• Created and maintained a cohesive and productive work environment. Successfully supervised the Quality Assurance Operations Department with up to eight staff members.
• Evaluated employee performances, provided positive feedback and suggestions for still development. Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service.
• Implemented service development programs by integrating strong mentoring/coaching elements and conducted new employee orientations and training. Prioritized and delegated calibrations and call monitoring sessions between client and call center.

Executive Administrative Assistant 2003- 2006

• Effectively ran shift operations, motivated staff and was responsible for the financial performance, and proficient in all areas of the directory and its operations. Oversaw the training and performance of the crew through scheduling & assigned shifts positions.
• Promoted hard work and maintained a fun environment through respect, reward and recognition. Received incoming telephone calls, assisted and resolved customers inquiries, reviewed/distributed incoming/outgoing correspondence, reviewed and provided correspondence follow-ups.
• Established/updated departmental procedures, maintained files, supply and inventories records, implemented and maintained data management systems as required.Opened communications with other management, supervisors and support Office.

Customer Service Specialist 1998-2001

• Answered billing support calls and resolved presented issues, and tracked call details. Provided assistance in correcting errors and/or system issues to resolve in a timely manner for internal customers Completed and/or ensure completion of work orders for returned company owned handsets.
• Assisted department in testing new system functions and upgrades. Handled confidential customer information with tact and discretion as outlined in company policies.
• Interacted and communicated effectively with a diverse group of peers and management. Assisted in the preparation and completion of departmental training documents.
• Assisted new and existing customers in the selection and purchase of products and service. Effectively communicated product feature functionality, billing procedure and equipment usage. Proactively follow-up with customer after the sale to guarantee product and customer satisfaction.

PROFESSIONAL ACHIEVENEMNTS

Recipient: AT&T Employee of the Month for Four Months (2008, 2009, 2012)
Recipient: AT&T Regional Wireless Sales Employee of the Month (2008)
Recipient: AT&T Top Residential Sales (2007, 2009, 2012)
Recipient: GuthyRenker Employee of the Month (1999 – 2001)
Recipient: GuthyRenker Perfect Attendance for 8 Months (1999-2001)