Avrielle Rosen
Newbury,OH
Summary
Qualified Customer Service Supervisor & Operations Manager with 18 years in fast-paced customer service, call center and sales environment. Personable and professional under pressure. Motivated and excelling in customer satisfaction, retention, sales and loss/damage prevention. Superior computer and telephone skills and etiquette. Driven to exceed goals and build long term relationships with customers and associates
Overview
18
18
years of professional experience
Work History
Customer Service Manager/Operations Manager
Golf Cart Garage, LLC.
01.2016 - Current
- Answered average of 100+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
- Solely handling 'big ticket' and international accounts
- Created business plans to develop new product lines
- Selling to retail customers, wholesalers, dealers and working directly with product manufacturers
- Achieved numerous monthly and yearly sales goals and records
- Directly assisted in developing new products for the company to sell
- Managing a team of associates in the US and abroad
- Trusted to telecommute and have access to work remotely from home
- Entered details such as payments, account information and call logs into multiple different systems
- Worked directly with the company owner and all department management to brainstorm, discuss strategy and mitigate any and all issues
- Managed design of dynamic widgets focused on retail of golf cart parts and accessories
- Implemented marketing strategies which resulted in 50% growth of customer base
- Copied, logged and scanned supporting documentation and placed all information in client files
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
- Validated schematic designs working alongside hardware engineers
- Verified data integrity and accuracy
- Developed new process for employee evaluation which resulted in marked performance improvements
- Performed initial client assessment and analysis to begin research process.
Customer Service Account Manager
Prestige Delivery Service Inc.
06.2010 - 01.2016
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Developed new process for employee evaluation which resulted in marked performance improvements
- Analyzed departmental documents for appropriate distribution and filing
- Copied, logged and scanned supporting documentation and placed all information in client files
- Answering an average of 100 calls per day by addressing customer inquiries, solving problems and providing information
- Earned management trust by serving as a key holder, responsibly opening and closing the department
- Politely assisted customers in person and via telephone
- Provided an elevated customer experience to generate a loyal clientele
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
- Scheduled weekly inventory pickups and deliveries with vendors
- Developed reputation as an efficient service provider with high levels of accuracy
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service and keeping a loyal customer base
- Maintained a clean and organized work area
- Answered and managed incoming and outgoing calls while recording accurate, legible messages
- Met all customer call guidelines, including service levels, handle time and productivity
- Cross-trained and backed up other customer service managers
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
In-Home Healthcare Aide
In-Home Angels, LLC
09.2012 - 10.2014
- Assisted patients with daily living activities, promoting independence and dignity.
- Educated patients on chronic disease management, empowering them to take control of their health.
- Implemented safety measures such as fall prevention strategies to ensure patient well-being at all times.
- Improved patient health outcomes by closely monitoring vitals and reporting changes to medical professionals.
- Maintained detailed documentation of patient progress, treatments provided, and any concerns or changes observed.
- Administered wound care according to physician instructions, preventing infection or complications.
- Performed light housekeeping duties to maintain a clean, safe, and comfortable environment for the patient''s wellbeing.
- Encouraged healthy habits in patients through meal planning assistance and nutritional guidance.
- Contributed to reduced caregiver stress by offering respite services when needed.
- Oversaw appointment scheduling for medical visits or therapy sessions while also providing transportation assistance if necessary.
- Facilitated communication between patients and healthcare providers, advocating for their needs and preferences.
- Developed strong rapport with patients and families, fostering trusting relationships for optimal care.
- Managed medication schedules, ensuring proper administration and adherence to doctor''s orders.
- Provided emotional support to patients and families during difficult times, acting as a liaison between them and healthcare providers.
- Enhanced patient comfort by providing compassionate and attentive care in their homes.
- Increased mobility for patients through assistance with transfers, ambulation, and exercises prescribed by therapists.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Provided direct personal care and administrative services to clients.
Telemarketer
Dial America
09.2013 - 10.2013
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems
- Explained product prices and packages as well as answered questions and addressed concerns of customers
- Increased revenue by implementing effective sales strategies in all aspects of the sales cycle process from prospecting leads through close.
Sales Representative
R.C. First Enterprises, LLC.
08.2006 - 08.2009
- Answered 100 calls per day on average by addressing customer inquiries, solving problems and providing new product information
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customer in person and via telephone
- Communicated with vendors regarding back order availability, future inventory and special orders
- Recommended, selected and helped locate out-of-stock product based on customer requests
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Developed reputation as an efficient service provider with high levels of accuracy
- Executed in-season pricing strategies, including promotions and markdowns to reach financial targets of number
- Processed cash and credit card payments rapidly and accurately
- Placed special merchandise orders for customers
- Monitored payments due from clients and promptly contacted clients with past due payments
- Consistently hit and exceeded sales goals
- Engaged with customers in a sincere and friendly manner
- Built relationships with customers to increase likelihood of repeat business.
Education
Equine Massage Therapist - Equine Studies
NE Indiana Equine Sports Massage & Rehab
Decatur, IN03.2024
In-Progress: Counseling -
Hope Bible Institute
Newbury, OHHigh School Diploma -
H.I.S. Academy
Newbury, OH01.2007
Skills
- Creative problem solver
- People person
- Loves to interact with customers
- Independent worker
- Exceptional communication skills
- Maintains confidentiality
- Strategic sales knowledge
- Professional and mature
- Credit card processing
- Word processing
- Attention to detail
- 90 WPM typing speed
- Filing and data archiving
- Advanced Excel spreadsheet work
- Up-selling
- Customer-oriented
- Excellent people skills
- Goal oriented
- Exceptional customer service
- Positive and friendly
- Talented client relations manager
- Excellent work ethic
- Multi-line phone operation proficiency
- Strong conflict resolution skills
- Exceptional workflow management
- Exceptional scheduling management
- Marketing savvy
- Skilled in meeting strict deadlines
- Works well under pressure
- Energetic and enthusiastic
Timeline
Customer Service Manager/Operations Manager
Golf Cart Garage, LLC.
01.2016 - Current
Telemarketer
Dial America
09.2013 - 10.2013
In-Home Healthcare Aide
In-Home Angels, LLC
09.2012 - 10.2014
Customer Service Account Manager
Prestige Delivery Service Inc.
06.2010 - 01.2016
Sales Representative
R.C. First Enterprises, LLC.
08.2006 - 08.2009
Equine Massage Therapist - Equine Studies
NE Indiana Equine Sports Massage & Rehab
In-Progress: Counseling -
Hope Bible Institute
High School Diploma -
H.I.S. Academy
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