BRIAN COLEY
New York,NY
Summary
Diplomatic customer service professional with over 10 years of experience. Expansive communications and public speaking skills. Knowledge of customer service principles and processes. Able to handle complaints as well as irate customers and de-escalate customer concerns. Proficient in Microsoft Office Suite; Outlook, Word, Excel and PowerPoint. Collaborates productively and respectfully with team members to meet or exceed goals. Is aware of individual targets and actively works to meet or exceed these by using all resources available. Experienced developing objectives and strategies for meeting goals, quota, and possible. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
WPS Health Solutions
Madison, Wisconsin
02.2023 - Current
- Worked closely with health care providers assisting them navigate different provisions in healthcare protocol
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer service /inside sales
Altice cablevision
Bronx, NY
10.2021 - 10.2022
- Inside sales upwards of 300 calls per shift
- Entered, updated and maintained comprehensive and up-to-date customer information in Altice database.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Tracked daily sales activities using computerized systems.
- Answered customer inquiries regarding products, prices, availability, product uses, and credit terms.
Call center Management
Maple Advanced
New York, NY
04.2018 - 11.2021
- Outbound Sales
- Consistently met daily, weekly, monthly call quotas set forth by management team.
- Reviewed reports regularly to analyze call center performance against established goals.
- Upheld call center metrics such as average handle time, first call resolution rate, abandoned calls rate, ensuring that targets are met.
Customer Service Representative
New York Common Pantry
New York, NY
04.2017 - 02.2018
- Solicited funds for a 501C3 charitable organization
- Maintain company quota
- Create new venture capitol
Sales Account Manager
Stockroom2Boardroom
New York, NY
05.2013 - 08.2014
- Maintained high customer satisfaction rating that meets company standards
- Achieved assigns sales quota for education and training consultancy
- Developed and executed sales and marketing plans
Customer Service Representative
Everest Merchant Services
New York, NY
01.2011 - 05.2012
- Marketing discounted rates for merchant company
- Contacted existing and potential clients via phone, mail, Email and in person to determine best rates available
- Maintained company quota, financial analysis, and data administration
Sales Representative
Madison Who's Who
Queens, NY
02.2009 - 01.2011
- Maintained computer data base by handling confidential client information
- Contacted potential customers via phone to subscribe to social publication
- Comprised leads and international sales
Inside Sales Liaison
NCG Energy
Perth Amboy, NJ
05.2006 - 12.2008
- Inside sales by scheduling meetings between potential clients and sales representatives
- Navigated cold leads by prescreening clients and determining profit lead
- Executed 350 call day proficiency successfully
Customer Service Representative
Prudential
Edison, NJ
04.2005 - 11.2005
- Demutualization of stock by determining IPO's based on client holdings
- Liaison to mutual policy holders
- Provided general customer service including daily interaction with clients
Education
Associates Degree - Communications
Union County College
Elizabeth, NJ06.2005
Skills
- Conflict mediation
- Product knowledge
- Retail sales customer service
- Critical thinking
- Active listening
- Courteous demeanor
- Client relations
- Professional telephone demeanor
- Adaptability and flexibility
- Positive and professional
Timeline
Customer Service Representative
WPS Health Solutions
02.2023 - Current
Customer service /inside sales
Altice cablevision
10.2021 - 10.2022
Call center Management
Maple Advanced
04.2018 - 11.2021
Customer Service Representative
New York Common Pantry
04.2017 - 02.2018
Sales Account Manager
Stockroom2Boardroom
05.2013 - 08.2014
Customer Service Representative
Everest Merchant Services
01.2011 - 05.2012
Sales Representative
Madison Who's Who
02.2009 - 01.2011
Inside Sales Liaison
NCG Energy
05.2006 - 12.2008
Customer Service Representative
Prudential
04.2005 - 11.2005
Associates Degree - Communications
Union County College