Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Aquietta McNair

Customer Service Representive
Atlanta,GA

Summary

Intelligent Sales and Customer Service Representive with outstanding retail expertise. Grasps company initiatives quickly achieving store and personal goals. Swiftly adapts to shifting seasonal needs, demands and priorities. Communicates trends and recommendations to customers, and provides feedback to management. Applies effective teamwork, customer and sales skills simultaneously. Always uses good judgment when performing duties. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 5 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Customer Service Representative

Sitel
Augusta, GA
02.2020 - 04.2021
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Provided customer and network administration services such as passwords, electronic mail accounts and troubleshooting.
  • Marked charts and graphs to record results and prepared and delivered presentations, training and briefings required by contract.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Coached and supported third-party clients, creating self-sufficient competencies within customer service personnel.
  • Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Architected SAP solutions by prioritizing simplicity, appropriate scale, resiliency and maintainability.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Traveled to client locations to implement SAP solutions, and offered post-installation support services.
  • Supervised work of contracted employees to keep on task for timely completion.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Resolved problems, improved operations and provided exceptional service.
  • Maintained energy and enthusiasm in fast-paced environment.

Customer Service Representative

Teleperformance USA
Augusta, GA
09.2018 - 11.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Provided information regarding charge accounts and loyalty programs.
  • Answered constant flow of customer calls with minimal wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Auto Sales Consultant

Bob Richards Toyota
Beech Island, SC
08.2016 - 06.2018
  • Consulted with sales and finance managers to negotiate sales price, trade-in allowance, license fee, discounts, and financing or lease options on vehicle.
  • Accompanied customers and demonstrated performance features on test drives.
  • Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Greeted customers upon arrival to dealership and engaged in conversation to uncover specific purchasing needs and budget.
  • Maintained contact with established customers to confirm satisfactory experience and encourage repeat and referral business.
  • Demonstrated car technology options and available amenities and upgrades for each model.
  • Coordinated repair and service appointments for established customers.
  • Made car recommendations based on preferences and outlined benefits of each car option.
  • Answered telephone and email inquiries from potential customers.
  • Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
  • Completed registration paperwork and sales documentation.
  • Greeted customers on lot and in showroom to answer questions about brand and available inventory.
  • Negotiated vehicle prices and secure financing for customers.
  • Completed sales contracts, purchase documentation, registration paperwork and dealership records.
  • Offered comprehensive knowledge of vehicle operations and brand features.
  • Met customers on lot and in showroom to discuss available vehicles and options.
  • Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
  • Helped build sales team for new location by training and mentoring all members.
  • Prepared purchased vehicles and completed final delivery checks.
  • Resolved customer concerns regarding loan financing and warranties.
  • Demonstrated vehicles and features, and conduct test drives.
  • Negotiated purchase prices and explained sales, warranty and optional products.
  • Maintained in-depth knowledge of vehicles, market conditions and customer buying preferences.
  • Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price and options while fielding inquiries from various marketing websites.
  • Contacted associated dealerships to locate desired vehicles meeting customer specifications.
  • Generated consistent referrals and repeat business by providing exceptionally knowledgeable and friendly service.
  • Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
  • Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.

Billing Customer Service Representative

Teleperformance USA
Augusta, GA
11.2013 - 10.2016
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Resolved Billing issues over phone with 80+ customers daily.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Trained new personnel regarding company operations, policies and services.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Effective liaison between customers and internal departments.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed timely and effective replacement of damaged or missing products.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for business.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Maintained up-to-date knowledge of product and service changes.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Facilitated inter-departmental communication to effectively provide customer support.

Front Desk Clerk

Holiday Inn Express Hotel
Thomson, GA
01.2011 - 11.2012
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Maintained transaction security by verifying payment cards against identification.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Planned coverage needs and organized services to support incoming special events.
  • Resolved service-related problems and documented actions in system.

Education

High School Diploma -

Warren County High School
Warrenton, NC
08.1998 - 05.2002

Skills

Complaint resolution

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Timeline

Customer Service Representative

Sitel
02.2020 - 04.2021

Customer Service Representative

Teleperformance USA
09.2018 - 11.2019

Auto Sales Consultant

Bob Richards Toyota
08.2016 - 06.2018

Billing Customer Service Representative

Teleperformance USA
11.2013 - 10.2016

Front Desk Clerk

Holiday Inn Express Hotel
01.2011 - 11.2012

High School Diploma -

Warren County High School
08.1998 - 05.2002

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Aquietta McNairCustomer Service Representive