Andre Tillman

• Provided introductory information to new customers

• Ensured that customers are satisfied with products or services

• Followed up with clients or customers to check that they are still satisfied with any purchases

• Let customers know about additional products or services

• Determined the quickest, most effective ways to answer a customer’s questions

• Escalated inquiries and concerns

• Troubleshot common issues with a product or service

• Worked with a team of CSRs and other departments to find appropriate solutions

• Managed large amounts of incoming and outbound phone calls

• Generated sales leads

• Identified and assess customers’ needs to achieve satisfaction

• Built sustainable relationships and trust with customer accounts through open and interactive communication

• Provided accurate, valid, and complete information by using the right methods/tools

• Met personal/customer service team sales targets and call handling quotas

• Handled customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Kept records of customer interactions, process customer accounts and file documents

• Followed communication procedures, guidelines, and policies

• Took the extra mile to engage customers

• Made 50+ cold calls and sent 50+ personalized emails per day
• Achieved 100% attainment every quarter this year - set up a minimum of 25 qualified opportunities for the Account Executives per month.
• Found and added 15+ new contacts to into your a call cadence
• Worked closely with Account Executives to discuss and strategize methods to penetrate targeted accounts with the goal of setting quality meetings
• Generated new prospects and nurtured existing prospects through outbound phone calls and emails.
• Conducted discovery with prospects to evaluate pain points.
• Collaborated and supported sales team to build sales pipeline.
• Responded to and qualified inquiries to introduce products and services.
• Set appointments to present solutions to prospective customers.
• Leveraged Salesforce CRM to maintain activity, contact and account information of customers and prospects.
• Executed cold calls, social media and other digital strategies to acquire customers.
• Identified qualified sales opportunities for key products and relayed pertinent details to sales team for follow-through.
• Identified emerging business opportunities and conducted initial outreach calls to establish contact with potential clients.

• Implemented Marketing Strategies to ensure accurate and quality work is consistently delivered
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Consistently exceeded established sales milestones set by SurveyMonkey by using effective persuasion techniques.
• Phoned leads from referrals and telemarketing lists and asked appropriate questions to determine needs and requirements.
• Identified valuable leads through several key methods, including social media, networking events and targeted marketing.
• Carried out scheduled and routine maintenance on small and large generators.
• Inputted lead data into Salesforce and verified information accuracy.
• Researched and targeted prospective customers to support business development objectives.

• Processed domestic customer purchase orders assisting customers by fax or email
• Ensured that sales orders were processed and completed in a timely manner according to Customer Service established procedures
• Provided any assistance required to ensure customer satisfaction with order entry/shipping process
• Provided customer follow up when revised purchase orders were required
• Provided back up to other functional areas in Customer Services as requested.

• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
• Developed strategic growth plans for new and existing customers.
• Pitched to new clients by leveraging client base and targeting strategic partnerships.
• Met, engaged and pursued customers through networking, referrals and marketing.
• Developed sales strategies and comprehensive understanding of customers' business models.
• Built and maintained productive relationships with customers and internal partners.
• Negotiated agreements with clients for pricing and logistics.
• Researched competitors and customer business models for sales strategy development.
• Cultivated new accounts and provided value-added services to existing clients to increase overall revenue.
• Input data into CRM system to manage existing portfolios and potential leads.
• Acted as main point of contact in matters relating to client concerns and needs.
• Developed successful customer relationships and quickly resolved service requests to increase sales.
• Followed up with key account business partners to maximize account potential and generate project leads.

• Answered incoming calls, emails and chats with a customer friendly and centric approach
• Researched, identified, resolved, and thoroughly documented customer inquiries
• Identified with and educated the customers about the brand, the origin, features and benefits of all FRS products, promotions and marketing campaigns as appropriate
• Solicited customers’ feedback as appropriate and natural to the conversations to drive the brand, products, and process improvement for FRS and its customers
• Identified and collaborated about solutions for issues on accounts, passwords, orders, returns and other issues that may arrive
• Managed time and multi-tasked to ensure call control and efficiency to meet continuing demand (calls in cue) while maintaining or improving service quality
• Prepared reports on call/email/chat volume, response times and topics or issues
• Contacted freight companies, prepared UPS, Fed Ex, and US mail shipments via on line processes and worked closely with sales and accounting departments for on time shipping schedules and problem solving
• Comfortable with Call Systems, online chat, internet explorer, Orderwave, ABLE Hardware knowledge of (Dell computers or PCs, Allworx phones,) and Salesforce CRM.
• Promptly responded to customer inquiries and resolved complaints to promote loyalty.