Aki Manuel
San Antonio,TX
Summary
Experienced Customer Service and Sales representative adept at increasing productivity, performance, and customer satisfaction in high-frequency telecommunication work. Skilled in problem-solving and building rapport through active listening and relevant questioning.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
GlowTouch
San Antonio, TX
05.2024 - Current
- Assisted in ensuring member satisfaction by answering their queries regarding the product
- Assisting with claims that the member sent in
- Emailed benefit information and assisted members in obtaining ID cards.
Customer Service Representative
Alorica
San Antonio, TX
11.2023 - 05.2024
- Provided comprehensive information on credit card options
- Provided guidance on navigating the Bank's website
- Effectively processed credit card applications over the phone with clients
Customer Service Representative
Sitel
San Antonio, TX
10.2021 - 11.2023
- Managed client inquiries efficiently and effectively
- Demonstrated effective communication and interpersonal skills to assess customer needs and successfully close sales
- Demonstrated strong customer focus by actively following up with clients to ensure their needs were met.
- Maintained a high standard of efficiency by promptly and accurately documenting all calls
Independent Sales Manager
LegalShield - One Pre-Paid Way
San Antonio, TX
03.2014 - 10.2021
- Successfully identified potential customers who were interested in our services.
- Increased sales by 35% through the effective presentation of our legal services in group sessions.
Customer Service Representative
QVC
San Antonio, TX
08.2019 - 05.2021
- Provided support in addressing and resolving customer issues as a customer service representative
- Applying effective questioning techniques to understand customer preferences and promptly resolving their doubts
- Ensured accurate completion of Credit Card application process
Technical Support Representative
Conduit Global
San Antonio, TX
09.2018 - 03.2019
- Handled high volume of inbound calls averaging 50-80 calls daily
- Engaged with customers to gather pertinent information and determine ideal solutions
- Delivered exceptional results with a 98% productivity rate.
- Provided technical support on mobile devices and websites as required
Collections Agent
Conns
San Antonio, TX
03.2018 - 09.2018
- Utilized high frequency outbound calling strategy to successfully increase the collection rate to 96%.
- Making anywhere from 150 - 200 calls per day
- Successfully maintained a 95% adherence rate throughout.
Customer Service Representative
Alorica
San Antonio, TX
09.2014 - 02.2017
- Consistently achieved exceptional 80% client retention rate by making frequent high quality inbound/outbound calls as part of a successful sales retention program.
- Achieved remarkable results by driving productivity levels up from 76 to 90%.
- Utilized strong communication skills, including building rapport, asking relevant questions, and active listening, to identify optimal solutions for clients
Education
Bogan High School
Chicago, IllinoisSkills
- Problem Solving
- Leadership skills
- Ability to Adapt
- Solution-oriented
- People person
- Telephone etiquette
- Highly Dependable
- Windows 7/10
- MS-Office
- Google Docs
- Consulting
- Active Listening
- Adobe
- MET ECCO
- Mathematics
- Citrix
- Performance and Productivity Improvement
- OnContact
- SalesForce
- Billing
- Account Management
- Data Entry
- English
- Order Entry Technical Support
- Inbound and Outbound Calling
- Appointment Scheduling
- Product Knowledge
- Complaint resolution
- Paperwork Processing
- Account updating
- Scheduling
- Data Collection
- Call Management
- Product Promotion
- Problem Resolution
- Conflict Resolution
- Sales closing
- Order Fulfillment
- Typing proficiency
- Proofreading
- Problem-solving abilities
- Microsoft Excel
- Computer Proficiency
- Microsoft PowerPoint
- Positive and professional
- Research
- Service Upselling
Websites
Languages
English
Native/ Bilingual
Timeline
Customer Service Representative
GlowTouch
05.2024 - Current
Customer Service Representative
Alorica
11.2023 - 05.2024
Customer Service Representative
Sitel
10.2021 - 11.2023
Customer Service Representative
QVC
08.2019 - 05.2021
Technical Support Representative
Conduit Global
09.2018 - 03.2019
Collections Agent
Conns
03.2018 - 09.2018
Customer Service Representative
Alorica
09.2014 - 02.2017
Independent Sales Manager
LegalShield - One Pre-Paid Way
03.2014 - 10.2021
Bogan High School