Alicia McClure
Summary
Sales professional with substantial experience in customer engagement and sales strategy. Proven track record in driving sales and supporting team goals. Known for reliability and adaptability to changing sales environments, with strong skills in communication and teamwork.
Overview
11
11
years of professional experience
Work History
Business Premier Service Consultant
AT&T
01.2023 - Current
- Connecting with current or prospect business customers to assist in sales, billing and technical support for landline, wireless and internet solutions
- Cross selling, upgrading, connecting multiple locations
- Going over contract information and migrations to the latest platforms
- Exceeding monthly goals in sales
- Fostering relationships with to offer new and upgrading services in the future
- Identifying the needs of the business and how to intergrade AT&T products to help the business thrive
- Assisted in handling calls from midmarket complex accounts
Agent Producer
Farmers Insurance
01.2023 - 12.2023
- Connect with prospects for insurance options for Life, Auto, and Home
- Educating customers on coverage options
- Finding the best value for customers' needs
- Giving exceptional customer service and staying connected with follow up as well as follow through
- Meeting sale quotas
Support Contract Coordinator
Truno Retail Technologies
01.2022 - 12.2023
- Connect with customers that were dissatisfied to regain trust and loyalty to the company
- Attends Corporate meetings with customers to identify the needs and create a plan of action to meet said needs and overcome obstacles
- Creates reports to determine patterns and issues
- Collaborates with different departments (service, support, sales, COO, president etc) to make sure we utilize all tools available to assist the customer
- Communicates directly with both store and corp levels about concerns
- Assist in getting movement and making sure there is follow through and success with lingering issues
Dispatch Manager
Truno Retail Technologies
01.2019 - 12.2022
- Restructured
- Conducted phone video and in person interviews
- Developed policies and procedures
- Created unification among the team
- Created team-work atmosphere
- Listening to my teams' needs and motivations to bring out the best quality of work from employees
- IT person for the team prior to reaching out to IT for basic troubleshooting
- Key component in transitioning from old phone system to Cisco IVR
- Created productivity stats for team
- Scheduled with both the needs of the business and the employees in mind
- Covered reps shifts when shorthanded
- Executed disciplinary action when needed
- Instrumental in building and testing web-based software that integrated with the current ticketing software
- Supplies orders
- Equipment updates for hardware and software in ordering systems
- Assisted the director of support with different calendar needs such as meetings and interviews
Support Manager
Truno Retail Technologies
01.2018 - 12.2019
- Hiring manager for the software department
- Onboarding for new hires
- Meetings with other managers to modify procedures and processes
- Monitored productivity
- Prepared Level 1 for Level 2 team transfers
- Identified both skillsets and personalities to match with the best team in the future
- Key component in training all support teams to use Microsoft teams after migration from skype IM
Support Level 1 Team Lead
Truno Retail Technologies
01.2017 - 12.2018
- Training new hires in basic troubleshooting
- Trained new hires in customer service
- Taught policies and procedures
- Managing team when manager was out on vacation, illness, or in meetings
Advanced Technical Support Representative/Manager Relief
AT&T Mobility
01.2014 - 12.2017
- Assisted with new hire classes, provided help with reps on live calls
- Took escalations
- Provided technical support
- Billing inquiries
- Educate customers on devices
- Built rapport
- Educating customers on different upgrade options
- Providing the best customer service
Support Level 1 Tech
Truno Retail Technologies
06.2017 - 10.2017
- Basic troubleshooting for windows database including but not limited to Updating files for pinpads
- Confirming or updating correct printer configs
- Network troubleshooting
- Learning internal systems
- Learned contracts
- Notated accounts with great details
- Escalated when needed
- Provided customer service
Education
Social Work -
SouthPlains College
08.2010
Skills
- Windows
- Microsoft 365 Products
- Detail Oriented
- Organized
- Sales
- Multitask
- Self-Starter
- Interpersonal Skills
- Written and oral communication
- Problem Solving
- Team Player
- Customer focus
- Client relationship building
- Customer relationship management (CRM)
Licenses Certificates
Life, Property and Casualty Insurance, Texas
Timeline
Business Premier Service Consultant
AT&T
01.2023 - Current
Agent Producer
Farmers Insurance
01.2023 - 12.2023
Support Contract Coordinator
Truno Retail Technologies
01.2022 - 12.2023
Dispatch Manager
Truno Retail Technologies
01.2019 - 12.2022
Support Manager
Truno Retail Technologies
01.2018 - 12.2019
Support Level 1 Tech
Truno Retail Technologies
06.2017 - 10.2017
Support Level 1 Team Lead
Truno Retail Technologies
01.2017 - 12.2018
Advanced Technical Support Representative/Manager Relief
AT&T Mobility
01.2014 - 12.2017
Social Work -
SouthPlains College