Daphney Bolen
Johnstown ,PA
Summary
Experienced with relationship-building and driving sales growth through effective communication. Utilizes persuasive techniques to foster client trust and close deals. Track record of exceeding sales targets and contributing to team objectives. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
14
14
years of professional experience
Work History
Sales Representative
Qualfon Call Center
02.2024 - 07.2024
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Customer Service Representative
Three Wire Systems
10.2022 - 12.2023
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Verizon
01.2022 - 07.2022
Billing Specialist
Conduent
05.2021 - 12.2021
Customer Service Representative
Dialog-Direct
08.2020 - 04.2021
QA/Trainer
Web Help
02.2020 - 08.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated team-building exercises to foster collaboration between department members.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
Customer Service Representative
Concentrix
05.2019 - 02.2020
Retention Specialist
Teleperformance
04.2018 - 05.2019
- Investigated and resolved issues to maintain billing accuracy
- Resolved account variances and reconciled bank statement histories
- Processed refunds on credit balances to maintain positive account relationships
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Graded and trained agents on calls in the QA Que
- Took secure payments over the phone
Education
High School Diploma - Business Administration
Claysburg-Kimmel High School
Claysburg, PA06.2007
Skills
- Billing Dispute Resolution
- Sales Tickets
- Verbal and Written Communication
- Billing and Invoicing
- Customer Contact
- Stop Payments
- System Documentation
- Call Center Operations
- Quality Assurance Optimization
- Customer Communications
- Efficient and Detail-Oriented
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Multitasking and Prioritization
- Creative Problem Solving
- Customer Service
- Customer Data Confidentiality
- 40 wpm Typing Speed
- De-escalation Techniques
- Upselling Products and Services
- Understanding Customer Needs
- Training and Development
- Correction Action Planning
- Statistical Analysis
- Staff Training
- Solution Development and Optimization
- Data Capture and Analysis
- Attentive and Observant
- Software Quality Assurance Knowledge
- Training Material Development
- Performance Assessment
References
Available upon request.
Leadership Experience
- High Performance Collaboration: Leadership, Teamwork, and Negotiation Training, 2021
- Organizational Leadership, 2021
Timeline
Sales Representative
Qualfon Call Center
02.2024 - 07.2024
Customer Service Representative
Three Wire Systems
10.2022 - 12.2023
Customer Service Representative
Verizon
01.2022 - 07.2022
Billing Specialist
Conduent
05.2021 - 12.2021
Customer Service Representative
Dialog-Direct
08.2020 - 04.2021
QA/Trainer
Web Help
02.2020 - 08.2020
Customer Service Representative
Concentrix
05.2019 - 02.2020
Retention Specialist
Teleperformance
04.2018 - 05.2019
High School Diploma - Business Administration
Claysburg-Kimmel High School