Aleah Rivera
Atlanta,GA
Summary
Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.
Overview
7
7
years of professional experience
Work History
Inbound Sales Representative 1
Transcat
Rochester, NY
11.2024 - Current
- Responded to customer inquiries via phone
- Assisted customers with placing orders over the phone.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Contributed ideas for improving customer service processes and procedures.
- Provided accurate information regarding product features, pricing and availability.
- Processed payments, refunds and exchanges quickly and efficiently.
- Identified customer needs and recommended products accordingly.
- Built strong relationships with customers through excellent service.
- Improved overall customer purchasing experiences to promote steady revenue.
- Applied good listening skills to determine customer preferences and financial limits.
- Built trust and loyalty by maintaining professionalism while persuading customers.
- Stayed up to date on company offerings, product inventories and industry trends to increase revenue and maintain customer satisfaction.
- Closed sales by building rapport and overcoming objections.
- Developed customized sales techniques to successfully sell and upsell services to new and existing customers.
- Followed up on sales leads through outbound calling.
- Developed new leads each day at or above quotas.
Quote Specialist
Transcat
Rochester , NY
08.2023 - 11.2024
- Maintained up-to-date knowledge of product lines, services, and pricing structures.
- Processed customer orders according to established procedures within specified timeframes.
- Created accurate and complete cost estimates for customers based on their specifications.
- Reviewed customer requests and provided competitive quotes in a timely manner.
- Ensured compliance with local regulations related to product pricing and availability.
- Conducted follow-up calls with customers to answer any questions related to quotes or products and services offered.
- Maintained confidentiality of client and prospective client information, protecting individual interests and business partnerships.
- Communicated effectively with customers regarding quote status, changes, or additional information required.
Quality Assurance (VOC)
Staples Inc.
Rochester , NY
02.2019 - 09.2019
- Identified areas of improvement in existing quality assurance procedures.
- Delivered feedback to increase quality and adherence to call-handling protocols.
- Analyzed calls to evaluate quality and confirm alignment with company quality standards.
Education
Associate of Arts - Liberal Arts And Sciences
Monroe Community College
Rochester, NY06-2020
Skills
- Change management
- Product knowledge
- Order processing
- Quote generation
- Complaint resolution
- Lead generation
- Effective communication
- Problem solving
- Time management
- Sales quotas
- Performance metrics
- Data entry proficiency
- Inbound sales
- Brand awareness
- Call handling
- Solutions planning
- Goal oriented
- Email communication
- Closing skills
- Personal Organization
- Time management abilities
- Adaptability
- Customer retention
- Phone etiquette
- Organizational skills
- Persistent Follow-up
- Teamwork
- Analytical skills
Timeline
Inbound Sales Representative 1
Transcat
11.2024 - Current
Quote Specialist
Transcat
08.2023 - 11.2024
Quality Assurance (VOC)
Staples Inc.
02.2019 - 09.2019
Associate of Arts - Liberal Arts And Sciences
Monroe Community College