Anntonias Newell
Killeen,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Inbound Sales Representative
Wayfair
04.2022 - 10.2023
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Documented details of calls and customer interactions.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Worked with multiple means of communication within fast-paced environment.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Responded to customers within required turnaround times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Customer Service Specialist
Alorica
01.2021 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Help Desk Support Specialist
Blackboard
04.2019 - 11.2020
- Documented support interactions for future reference.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Account Representative
Buddy's Home Furnishings
03.2014 - 09.2019
- 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.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
General Manager
Flexi Compras
07.2010 - 02.2014
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Managed inventory control, cash control, and store opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Education
High School Diploma -
Killeen High School
Killeen, TX05.2007
Skills
- Product Knowledge
- Strong Telephone Etiquette
- Information Updates
- Client Needs Assessment
- Tech Support
- High-Volume Call Centers
- Closing Abilities
- Quality Assurance Standards
- Call Conversion
- Knowledge Base Software
- Sales and Upselling
- Calm and Professional Under Pressure
- Trained in Salesforce
Timeline
Inbound Sales Representative
Wayfair
04.2022 - 10.2023
Customer Service Specialist
Alorica
01.2021 - 12.2021
Help Desk Support Specialist
Blackboard
04.2019 - 11.2020
Account Representative
Buddy's Home Furnishings
03.2014 - 09.2019
General Manager
Flexi Compras
07.2010 - 02.2014
High School Diploma -
Killeen High School