Barbara Gibbs
Oakland,MD
Summary
High-energy Telemarketer / CSR with over 25 years of experience in call center environments, including home based/ virtual settings. Experienced with handling inbound and outbound calls. Focused on promoting company image of quality, professionalism and integrity. Exceptional sales and customer service skills. Goal-driven, energetic and proficient in computers and dialing software. Computer proficiency Order processing Sales solutions Account management Excellent negotiating tactics Trade agreements familiarity Relationship Building Issue resolution Internet savvy Research Scheduling Problem Solving Organizational Skills Product Knowledge Inbound and outbound calls Event planning Preparing contracts Compliance requirements Strategies and goals Competitive product reviews Upsell opportunities Customer relationships Excellent communication skills Public relations Persuasive communication Time Management Customer Service Telephone Skills Listening Troubleshooting Communication Skills
Overview
25
25
years of professional experience
Work History
Virtual Customer Service Rep
Independent Contractor
Oakland, MD
01.2021 - Current
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Answered live online chats to give quick answers and solve problems faster.
- Documented and updated customer records to record interactions and facilitate follow-up.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Helped customers navigate website to order products & services online for added convenience and access to larger inventory.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Assisted clients with product questions to facilitate online ordering process.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Investigated and resolved accounting, service and delivery concerns.
Virtual Customer Service Rep.
Home Base Business
Myrtle Beach, SC
10.2006 - 01.2021
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Successfully led key projects which resulted in more Clients and company's business relationships
- Effectively controlled the release of proprietary and confidential information for general client lists
- Assessed business systems and processes, identifying areas for improvement to support future growth
- Compiled current business intelligence data into reports and presentations supporting recommended changes
- Achieved high customer satisfaction scores by de-escalating complaints quickly
- Collaborated with management to resolve concerns and problem calls
- Gave information about available products and services including membership details and purchase advantages
- Maintained proficiency in revenue and sales
- Handled inbound telephone calls from interested customers
- Contacted private individuals or businesses by telephone to solicit sales
- Maintained and recorded customer information in database
- Performed clerical and administrative duties like taking messages and transferring calls
- Utilized scripted sales strategies to converse with customers reached by manual dialing and automatic systems
- Resolved customer complaints by escalating calls to the proper department
- Contributed to team efforts by successfully accomplishing any daily sales goals
- Proficient at computer dialing and computer software
- Broke down objections using friendly, persuasive strategies
- Provided customers with knowledgeable and timely responses to questions and concerns
- Made appointments with interested customers according to schedule availability
- Set up new accounts and listed personal, demographic and payment information in the system.
Mortgage Specialist
United Mortgage
Plainview, NY
12.2005 - 07.2006
- Generated new business and boosted sales using extensive knowledge, target market penetration, partner relationships and customer care techniques
- Verified income of borrower and gathered credit information
- Restructured, refined and enhanced operational procedures to increase profits and performance within competitive markets.
- Developed new business and increased sales through targeted market penetration, extensive training, business partnerships and customer relationships.
- Attracted new mortgage loan applications by developing relationships within community.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
Head Photographer / Studio Manager
PCA Nationals
Myrtle Beach, SC
02.2003 - 11.2005
- Developed from scratch the company's policies and procedures and then proceeded to train all employees on these critical details
- Immediately escalated incidents to remain compliant with the company's standard procedures and processes.
- Created policies and procedures for company and delivered company-wide training to employees.
- Supervised specialized staff teams, delegating technical engineers and assistants to handle various projects.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
Telemarketing / Sales Representative
ECI Team
Baltimore, MD
05.1997 - 12.2003
- Maintained customer expectations with open consultations and frequent communication
- Supported production of various proposal volumes
- Sometimes under tight time constraints
- Tracked each interaction for auditing, reporting and training purposes
- Cultivated strong value-added relationships with customers by delivering product knowledge to
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily cold calling and outreach to build sales pipeline.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered calls, took messages and transferred calls to correct individuals.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Assisted with training and orientation of new employees.
Education
drive business development. - Human Relations/ Business Management
Some College
Certification / Makeup Artistry / Cosmetology : Cosmetology - Criminal Justice, Human Studies
Morgan State University
undefined
Dudley's University
1999
High School Diploma - undefined
Walbrook SHS
1988
Skills
- CRM Software
- Creative Problem Solving
- Order and Refund Processing
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Verbal and Written Communication
- Understanding Customer Needs
- Upselling Products and Services
- Customer Account Management
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- De-escalation Techniques
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Administrative and Office Support
- First-Tier Technical Support
- Inbound and Outbound Calling
- Proactive Self-Starter
- Customer service understanding
- Customer service standards
- Customer service background
- Customer service and assistance
- Superior customer service
- Customer Service and Communication Skills
- Effective customer service
- Customer service and engagement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Virtual Customer Service Rep
Independent Contractor
01.2021 - Current
Virtual Customer Service Rep.
Home Base Business
10.2006 - 01.2021
Mortgage Specialist
United Mortgage
12.2005 - 07.2006
Head Photographer / Studio Manager
PCA Nationals
02.2003 - 11.2005
Telemarketing / Sales Representative
ECI Team
05.1997 - 12.2003
drive business development. - Human Relations/ Business Management
Some College
Certification / Makeup Artistry / Cosmetology : Cosmetology - Criminal Justice, Human Studies
Morgan State University
undefined
Dudley's University
High School Diploma - undefined
Walbrook SHS
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