April Cecil
Lorain,OH
Summary
Dynamic professional with a proven track record in enhancing customer service quality through mystery shopping at Marketplace Insights and excelling in sales at United Readers Service Inc. Leveraged expert communication skills and market research acumen to improve service delivery and exceed sales metrics. Demonstrated exceptional detail orientation and problem-solving abilities, contributing to significant customer satisfaction and operational improvements.
Overview
14
14
years of professional experience
Work History
Telephone Mystery Shopper
Marketplace Insights
10.2022 - 11.2024
- Evaluated customer service quality by calling retail stores and interacting with staff.
- Conducted assessments for improving shopping experience and ensuring adherence to company standards.
- Improved service delivery with comprehensive reports detailing customer interactions.
- Improved store operations by providing actionable insights from mystery shopping evaluations.
- Played a key role in ensuring consistent service quality, calling locations anonymously to assess staff performance.
- Evaluated employee performance through discreet phone interactions, assessing their knowledge, professionalism, and problem-solving skills.
- Shopped competition regularly to identify value offerings.
- Maintained confidentiality of both personal information and assignment details throughout the entire mystery shopping process.
- Analyzed competitor strategies by conducting covert phone assessments of product prices, promotions, and customer interactions at rival locations.
Telephone Service Representative
United Readers Service Inc.
09.2010 - 10.2021
- Maintained customer records by updating account information.
- Retained customers at risk of cancellation by offering tailored solutions and demonstrating the value of company services.
- Managed difficult customer interactions with professionalism and empathy, deescalating situations through effective communication techniques.
- Maintained comprehensive knowledge of company policies, procedures, and product offerings to provide informed recommendations to customers.
- Collaborated with team members to achieve high performance metrics, maintaining a professional and supportive work environment.
- Assisted with training new team members, sharing best practices and providing guidance to help them quickly acclimate to their roles.
- Enhanced junior team performance through mentoring.
- Exceeded performance metrics consistently through diligent attention to detail and strong commitment to customer satisfaction.
- Built strong relationships with both internal colleagues and external clients through clear communication and a commitment to teamwork.
- Built relationships with customers using strong persuasion and active listening skills.
- Completed daily and weekly sales reporting using assigned tools.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Asked pertinent questions to understand customer requirements.
- Followed up with customers to solicit further sales.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Educated customers on product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Utilized sales techniques to build customer interest and close sales.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Developed extensive knowledge of products and services to better assist customers.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
Education
Associate of Applied Business - Law
SouthEastern Business College
Lorain, OH09-1997
Skills
- Customer service
- Detail orientation
- Communication skills
- Market research
- Product knowledge
- Time management
- Problem solving
- Mystery shopping
- Mystery evaluations
Timeline
Telephone Mystery Shopper
Marketplace Insights
10.2022 - 11.2024
Telephone Service Representative
United Readers Service Inc.
09.2010 - 10.2021
Associate of Applied Business - Law
SouthEastern Business College