Summary
Overview
Work History
Education
Skills
Timeline
Generic

Breanna Doty

Sunrise,FL

Summary

Resourceful professional in public relations, known for high productivity and efficient task completion. Specialize in crisis management, media relations, and strategic communication planning. Excel in teamwork, adaptability, and problem-solving to navigate complexities of public perceptions and messaging. Committed to fostering positive relationships between organizations and their publics through clear, effective communication strategies.

Overview

1
1
year of professional experience

Work History

Communicator

InfoCision
Akron, OH
08.2023 - 04.2024
  • Maintained a database of contacts within the media industry for use during outreach campaigns.
  • Conducted market research to inform communication strategies and campaign development.
  • Assisted in developing a comprehensive crisis communication plan to handle potential issues or emergencies.
  • Maintained updated knowledge of product features, benefits, pricing plans and warranties offered by the company.
  • Adhered to company policies and procedures for handling outbound calls.
  • Performed data entry into computer system to document all call activity accurately.
  • Collaborated with other departments in order to resolve any outstanding customer issues.
  • Delivered high levels of customer service in accordance with corporate standards.
  • Remained current on changes or updates in products or services offered by the company.
  • Analyzed survey results from previous outbound calls for areas needing improvement.
  • Developed strong relationships with customers by responding promptly to inquiries.
  • Followed up with customers to ensure resolution of their issues or concerns.
  • Greeted customers in a friendly and professional manner.
  • Demonstrated ability to multi-task while speaking with customers on the phone.
  • Researched complex problems encountered during outbound calls and identified solutions quickly.
  • Upsold products when appropriate to meet customer needs.
  • Utilized positive language in order to provide an effective resolution for all customers' inquiries or complaints.
  • Ensured customer satisfaction by providing accurate information and resolving customer issues.
  • Identified customer needs, clarified information, researched every issue, and provided solutions.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Assisted customers in navigating through automated systems during outbound calls.
  • Answered incoming calls from customers regarding inquiries or complaints.
  • Provided timely feedback to supervisors on call volume and quality performance.
  • Suggested process improvements based on observed trends from customer interactions.
  • Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.
  • Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
  • Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
  • Led outbound calling team such that each team member met or exceeded sales targets.
  • Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
  • Maintained expert knowledge of client company products and services and equipped callers on team to successfully address of customer questions.
  • Defined sales and fundraising volume records for primary clients and monitored progress against forecasts.
  • Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
  • Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
  • Employed customer relationship management software to track and manage calls made by team members and to retain customer data.
  • Called lead lists resulting from various marketing campaigns to achieve sales.
  • Cold called business leaders to initiate inclusion in sales strategies.
  • Followed up on sales leads through outbound calling.
  • Provided timely, courteous, and knowledgeable responses to information requests.
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
  • Cross-sold additional products and services to purchasing customers.
  • Communicated effectively with clientele to maintain customer satisfaction and loyalty.
  • Networked to build client base and promote products to new and existing clients.
  • Developed new leads each day at or above quotas.
  • Documented sales call data in company software.
  • Collaborated with new customers to give details about company offerings.
  • Achieved established sales targets by generating new customer accounts.
  • Utilized computer technology to handle high volume of calls in a timely manner.
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
  • Provided accurate information about products or services to customers.
  • Adhered to all company policies and procedures when dealing with customers.
  • Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
  • Assisted other team members when needed during peak hours of business operations.
  • Ensured compliance with applicable laws and regulations related to customer service activities.
  • Researched required information using available resources.
  • Complied with quality assurance standards while handling customer inquiries.
  • Collaborated with other departments within the organization when necessary.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Maintained records of customer interactions and transactions for future reference.
  • Verified accuracy of data entered into system prior submitting order forms.
  • Followed up with customers to ensure their requests were addressed properly.
  • Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
  • Listened attentively to customer concerns and provided appropriate solutions within the time limits.
  • Identified and escalated priority issues as needed.
  • Developed strong relationships with customers through effective communication skills.
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Processed exchange requests in computer system.
  • Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
  • Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
  • Forwarded calls to management if outstanding issue required immediate resolution.
  • Completed paperwork within established guidelines to document consumer requests.
  • Monitored queues and email inboxes to respond to consumers via multiple media formats.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained accurate records of incoming calls in internal database.
  • Offered one-on-one coaching and development for each team member consistently.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Consulted with customers to resolve service and billing issues.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Excelled in exceeding daily credit card application goals.
  • Promoted available products and services to customers during service, account management and order calls.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Supported sales team members to drive growth and development.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Led on- and off-site customer support teams across multiple time zones.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Updated databases with new and modified customer data.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Collected deposits or payments and arranged for billing.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Oversaw warranty counseling process to manage expense controls.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

High School Diploma -

Academic High School
Boca Raton, FL
05-2013

Skills

  • Customer service
  • Technical support
  • Data accuracy
  • Order processing
  • CRM management
  • Customer relationship management
  • Assertiveness
  • Photography
  • Persuasion techniques
  • Time management
  • Effective communication
  • Problem solving
  • Feedback analysis
  • Product knowledge
  • Performance monitoring
  • Podcast production
  • Data entry
  • Conflict resolution
  • Multimedia storytelling
  • Speechwriting
  • Community relations
  • Email blasts
  • Brand messaging
  • Public speaking
  • Time management abilities
  • Attention to detail
  • Reputation management
  • Multitasking Abilities
  • Fundraising
  • Writing, editing, and proofreading
  • Organizational skills
  • Interviewing skills

Timeline

Communicator

InfoCision
08.2023 - 04.2024

High School Diploma -

Academic High School
Breanna Doty
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