Angelica Roman

• Maintained customer satisfaction of 95% with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls swiftly & promptly to help with high call volume to ensure customer has the best experience to not be on a long hold time.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answered product and service questions, suggesting other offerings to attract potential customers that increased sales by 5%
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates and Quality assurance of 3 monthly graded calls with no tiers.
• Educated customers about billing, payment processing and support policies and procedures and being detail oriented.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

One of my achievements at this position was surpassing expectations with my Net Promoter Score at 75 ( 57 was the department standard). Met both qualitative and quantitive targets for two years in a row.

• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Met customer call guidelines for service levels, handle time and productivity.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Boosted sales revenue by skillfully promoting diverse service options across a broad range of areas related to billing, fees, and schedules.
• Quickly adjust to new processes and policies as the company continues to grow
• Consistently contributing ideas to improve client’s experience

Exceeded sales target by 20% by maintaining advanced products and services knowledge and quickly assessing customer needs.

Promptly handled an average of 95 customer support calls and addressed concerns about facilities, product mishaps, offers, and billing per day with a 94% customer satisfaction rate.

Monitored and recorded top customer grievances with details about frequency and orders using a software application program and input data.

Actively evaluated employee engagement to ensure employees were

involved and satisfied, resulting in a 25% rise in employee satisfaction in my surveys.

Developed effective strategies to market consumers' goods and services.

Trained two new employees in how to use ServiceNow, entering customer data and organizing customer interaction logs.