Alicia Clark
Rochester,NY
Summary
Focused customer service professional who is highly motivated, enjoys hands on work in a fast paced environment. Well organized, detail oriented, creative and efficient. Strives for strong customer relationships and achieving sales goals. Accomplished in providing unsurpassed support to demanding customers. Offering 15 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.
Overview
14
14
years of professional experience
Work History
Account Manager
PCLaw Time Matters, LLC.
06.2022 - Current
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Oversaw new business development and customer servicing.
- Liaised between clients and various departments.
- Consistently achieved sales goals set by company
- Verified and updated customer account information within contact relations management software to facilitate communication and strengthen relationships with customers.
- Negotiated high-dollar contracts explaining terms and conditions, skillfully navigating market conditions and client dispositions to secure contracts for company
- Pursued timely interactions with existing clients to gauge satisfaction, resolve objections and secure contract renewals.
Inside Sales Representative
PCLaw Time Matters, LLC.
05.2021 - 06.2022
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
- Created and updated customer accounts with relevant information.
- Set up new accounts, established customer payment methods.
- Used CRM software to maintain detailed contact logs and account records.
- Managed friendly and professional customer interactions.
- Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts.
- Answered customers' questions regarding products and pricing.
- Wrote sales contracts for orders obtained and submitted orders for processing.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Emphasized product features based on analysis of customers' needs.
- Managed and recorded leads from outbound telephone marketing.
Fine Jewelry Specialist
J.C. Penney
08.2014 - 01.2022
- Contacted new and existing customers to discuss how their needs could be met through specific products and services.
- Quoted and explained prices, credit terms.
- Selected correct products based on customer needs, product specifications.
- Attended sales meetings and sales trainings.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Answered questions regarding store and its merchandise.
- Demonstrated use and care of merchandise, including cleaning and counting diamonds.
- Prepared sales slips and sales contracts, including Care Plans.
- Developed positive customer relationships through friendly greetings and excellent service.
- Trained and served as peer coach for new sales associates.
Customer Care Representative
Emergency Planning Management Inc.
09.2019 - 03.2020
- Politely answer inbound calls and respond to customer inquiries in timely manner
- Outbound calls
- Reading scripts that are provided
- Providing information on payment plans
- Quality Assurance
- Providing personalized customer service by responding to needs of customers
- Document and report in customer feedback to improve customer experience
- Manage and update customer databases with notes for each customer
- Verify customers with personal information such as full name, address, social security number, etc.
Stylist
Hairzoo
05.2016 - 05.2018
- Cut, colored and styled clients hair with precision and expertise.
- Shampooed, conditioned and rinsed guests hair using salon-exclusive products.
- Offered color swatches to help clients choose desired hair color.
- Cleaned, maintained and sterilized tools.
- Advised customers on proper treatment of dry and damaged hair.
- Assessed customer needs and gave advice about hair style and color options.
- Educated clients about products and self-maintenance for healthy hair.
- Counted and documented opening and closing cash amounts daily.
- Cleaned and maintained entire salon.
- Consistently received positive performance reviews from guests.
- Distributed business cards outside of salon to generate new business.
- Used various hair cutting tools including scissors, trimmers, clippers, razors and brushes.
- Educated customers on product uses and benefits.
- Established strong relationships with client base to generate long term business.
Key Holder
Lane Bryant
07.2014 - 07.2015
- Answered questions regarding store and its merchandise.
- Greeted customers and ascertained customer's needs.
- Helped customers with questions, problems and complaints in person and via telephone.
- Stocked shelves and supplies.
- Put out new shipments.
- Developed positive customer relationships through friendly greetings and excellent service.
Commission Sales Representative
Sears Holdings Corp
11.2011 - 07.2014
- Greeted customers in timely fashion while quickly determining their needs.
- Recommended merchandise to customers based on their needs and preferences.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Responded to customer questions and requests in prompt and efficient manner.
- Engaged with customers in sincere and friendly manner.
- Processed cash and credit payments rapidly and accurately.
- Referred unresolved customer grievances to designated departments for further investigation.
- Placed special merchandise orders for customers.
- Answered customer questions about product availability and shipment times.
Key Holder
Hot Topic
07.2011 - 11.2011
- Stocked and replenished merchandise according to store merchandising layouts.
- Resolved all customer complaints in professional manner while prioritizing customer satisfaction.
- Shared best practices for sales and customer service with other team members to help improve store's efficiency.
Key Holder
Motherhood Maternity
04.2011 - 10.2011
- Answered customer questions regarding store merchandise, department information and pricing.
- Created visual marketing and styled window displays.
- Ran mark down reports, managed store replenishment.
- Led merchandise selection, pricing, planning and marketing.
- Educated customers about brand to incite excitement about company's mission and values.
- Followed merchandising guidelines to present visually appealing displays.
- Worked with management team to implement proper division of responsibilities.
Key Holder
Payless ShoeSource Inc.
04.2010 - 04.2011
- Stocked and replenished merchandise according to store merchandising layouts.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Alerted customers to upcoming sales events and promotions.
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
Education
Cosmetology - Cosmetology
Empire Beauty School
Rochester, NY02.2016
High School Diploma -
Victor Central School
Victor, NY2010
Skills
- Highly motivated self-starter
- Strong leader
- Contracts
- Policies & Procedures
- Documentation and reporting
- Calm disposition
- Call center operations
- Account Servicing
- Revenue Generation
- Customer Service
- Contract Negotiation
- Territory Management
Timeline
Account Manager
PCLaw Time Matters, LLC.
06.2022 - Current
Inside Sales Representative
PCLaw Time Matters, LLC.
05.2021 - 06.2022
Customer Care Representative
Emergency Planning Management Inc.
09.2019 - 03.2020
Stylist
Hairzoo
05.2016 - 05.2018
Fine Jewelry Specialist
J.C. Penney
08.2014 - 01.2022
Key Holder
Lane Bryant
07.2014 - 07.2015
Commission Sales Representative
Sears Holdings Corp
11.2011 - 07.2014
Key Holder
Hot Topic
07.2011 - 11.2011
Key Holder
Motherhood Maternity
04.2011 - 10.2011
Key Holder
Payless ShoeSource Inc.
04.2010 - 04.2011
Cosmetology - Cosmetology
Empire Beauty School
High School Diploma -
Victor Central School
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