Anaily Feranandez
Summary
Customer-focused professional with many years of experience leading outbound call center operations. Innovative leader with track record of developing and implementing creative new processes that meet client, customer, and call team needs. Dedicated to maximum sales and fundraising results with exceptionally engaged and loyal employees.
Energetic Customer Service Representative known for high productivity and efficient task completion. Skilled in communication, conflict resolution, and time management. Excel at empathy, active listening, and adaptability, ensuring exceptional customer service in every interaction.
Overview
4
4
years of professional experience
Work History
Outbound Customer Service Representative
Imagelift Plastic Surgery
10.2023 - Current
- Provided customers with product and service information in a timely manner.
- Followed up on customer inquiries not immediately resolved.
- Performed follow-up calls to confirm satisfaction with products and services provided.
- Suggested changes in products, services to improve customer experience, satisfaction levels.
- Handled difficult situations professionally while maintaining composure at all times.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Maintained strong call control and quickly worked through scripts to address problems.
Team Leader
Great Expressions Dental Centers
08.2022 - 10.2023
- Developed strategies for problem solving and conflict resolution among team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Delegated daily tasks to team members to optimize group productivity.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Seller
Magnolia Plastic Surgery Center
01.2021 - 07.2022
- Developed and maintained relationships with existing customers to ensure repeat business.
- Demonstrated products features, capabilities, and benefits in order to secure sales.
- Utilized CRM software to manage contacts, accounts, leads, quotes, invoices, payments.
- Performed inventory management duties such as stocking shelves, rotating stock, and tracking shipments.
- Negotiated pricing deals with vendors to obtain the most favorable terms possible.
- Assisted customers with purchases by sharing merchandise and pricing information.
- Achieved monthly sales targets through effective selling techniques.
- Conducted sales presentations to demonstrate product features and benefits.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Skills
- Needs Assessment
- Call handling
- Goal-Oriented
- Upselling strategies
- Continuous Improvement
- Salesforce
- Sales closing
- Sales expertise
Languages
English
Professional
Spanish
Professional
Timeline
Outbound Customer Service Representative
Imagelift Plastic Surgery
10.2023 - Current
Team Leader
Great Expressions Dental Centers
08.2022 - 10.2023
Seller
Magnolia Plastic Surgery Center
01.2021 - 07.2022