Music, Crocheting, long walks, shopping
ANTIONETTE BYROM
Customer Service/Telephone Service Rep
NEWPORT,MI
Summary
Accomplished and driven Customer Service Professional with 15 years of quality leadership experience. Analytical and creative problem-solver with exceptional organizational skills and an ability to provide detailed support with business operations. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Collaborates cross-functionally with departments to streamline operations and produce high-quality work. Self-motivated with experience working from a home-office environment while balancing multi-lined phone calls, virtual tasks, and emails.
Overview
19
19
years of professional experience
Work History
Telephone Service Representative
Home Pro Telecommunications
10.2022 - Current
- Fielded high volumes of multi-lined phone calls; administered political surveys to gather data for analysis
- Maintained customer records by updating account information.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Educated customers on current promotions, upgrades, or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Completed daily cold calling and outreach to build sales pipeline.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Explained technical concepts to diverse product users while maintaining pleasant disposition.
Sales Representative
Onshore Marketing Solutions
01.2015 - 01.2019
- Interviewed prospective clients to ascertain interest in newspaper subscriptions and identify potential new accounts
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Monitored customers for signs of security concerns and escalated issues to management.
- Engaged in friendly conversation with customer to better uncover individual needs.
Remote Customer Service Specialist
Verafast
01.2014 - 01.2016
- Facilitated troubleshooting support for technical issues, account concerns, and billing inquiries
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Support Specialist
The Newton Group
01.2008 - 01.2010
- Increased revenue through the utilization of persuasive and consultative selling techniques to close sales and maximize profits
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Appointment Scheduler
Intelemark
01.2006 - 01.2008
- Mastered calendaring systems to book, schedule, and confirm sales appointments with prospective clients
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Answered phone calls and answered questions from potential customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
Education
Legal Office Certification - Legal Office
Dorsey Business School
Southgate, MI02.1998
High School Diploma -
Airport High School
Carleton, MI06.1991
Skills
- Office Management
- Business Administration
- Customer Relations
- Scheduling
- Database Management
- Confidentiality
- Computer Proficiency
- Relationship Building
- Quality Assurance
- Critical Thinking
- Time Management
- Strategic Planning
- Microsoft Office Suite
- Word
- Excel
- Outlook
- PowerPoint
- Windows
- MacOS
- IOS
- Ytel
- Predictive Dialers
- CRM Systems
- Complaint resolution
- Call Documentation
- Product and service knowledge
- Scripted calls
- Attention to Detail
- MS Office
- Outbound and inbound calls
- Sales proficiency
- Data Entry
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Microsoft Word 70
Microsoft Excel 70
Languages
English
Full Professional
Certification
- Legal Office Certificate at Dorsey Business Schools attended 1997-1998
Timeline
Telephone Service Representative
Home Pro Telecommunications
10.2022 - Current
Sales Representative
Onshore Marketing Solutions
01.2015 - 01.2019
Remote Customer Service Specialist
Verafast
01.2014 - 01.2016
Customer Support Specialist
The Newton Group
01.2008 - 01.2010
Appointment Scheduler
Intelemark
01.2006 - 01.2008
Legal Office Certification - Legal Office
Dorsey Business School
High School Diploma -
Airport High School
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