Carla Van Buren
Tempe,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Care Representative
CVS HEALTH CORPORATION
Chandler, AZ
07.2017 - 02.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with insurance and medication questions
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed over 50 customer calls per day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Business Development Representative
Sigform
Tempe, AZ
02.2017 - 06.2017
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Developed business pipeline using cold and warm techniques.
- Represented company at large trade show developing prospects into customers through product presentations.
Customer Sales Specialist
Schwans Fine Foods
Phoenix, AZ
01.2014 - 08.2016
- Described product highlights and benefits to help guide purchasing decisions.
- Achieved or exceeded company-defined sales quotas.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Met with customers in company presentations in groups of 5-30 prospects
- Presented in quarterly consumer home shows, yearly festivals, and fairs as well as large and small businesses.
- Contributed to event marketing, sales and brand promotion.
Account Executive
Freedom Financial Group
Phoenix, AZ
09.2012 - 10.2014
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Executed successful sales strategies to convert leads into customers.
- Met and exceeded service level goals to achieve standards and expectations.
- Leveraged CRM to collect, organize and manage sales data and customer information, Pipelines of over 100 prospects daily while working incoming inquiries.
- Conducted integrated sales presentations to illustrate value of product or service and tailor call-to-action.
- Leveraged CRM to collect, organize and manage sales data and customer information
Loss Mitigation Specialist
JP Morgan Chase
Phoenix, AZ
07.2009 - 08.2012
- Reached out to more than 50 borrowers daily to discuss current status and loan workout options.
- Helped customers navigate options to maintain homeownership.
- Checked property valuations to assess foreclosure feasibility.
- Assessed clients' financial data to determine loan suitability.
- Discussed property liquidation options with customers.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Assisted with short sales and deed in lieu processes.
- Explained very technical financial information to applicants in easy to understand language.
- Monitored pipelines to track and log status of settlements
Account Executive
IndyMac Bank
Scottsdale, AZ
01.2007 - 09.2007
- Worked with other departments to deliver solutions according to schedule and per customer requirements.
- Developed strategic relationships with key suppliers and clients to foster profitable business initiatives.
- Proposed product solutions to meet changing customer demands.
- Deepened customer relationships through strong attention to needs and knowledgeable service.
- Built strategic relationships with key account personnel.
- Briefed senior executives on monthly projections, product launches and other marketing plans.
- Developed and executed account strategies to meet sales goals.
- Traveled to client sites to facilitate sales presentations.
- Managed sales cycle to maintain solid customer base.
Outside Sales Account Executive
Ownit Mortgage Solutions
Phoenix, AZ
07.2004 - 12.2006
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
- Established new accounts through cold calling and personal visits to potential customers. Consistently finished in the top 20 percent in mortgage closings.
- Attended trade shows and conferences regularly to increase brand visibility.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Utilized customer feedback to identify new product opportunities and market trends.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Set and achieved company defined sales goals.
Regional Sales Manager
Prescott Funding
Phoenix, AZ
11.2003 - 05.2004
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
- Generated detailed sales reports and forecasts to analyze performance and track progress.
- Organized and participated in Trade Shows for new company
- Interviewed and hired Account Executives for local and four state territory
- Obtained Arizona State Banking License for new Broker
- Trained brokers on submissions through advanced decision platforms.
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
Education
Food And Nutrition
Marycrest College
Davenport, IALiberal Arts And General Studies
University of Iowa
Iowa City, IAAssociate of Arts - Business Administration
Kirkwood Community College
Cedar Rapids, IASkills
- Trained in Salesforce
- Customer Data Confidentiality
- Senior Leadership Support
- Livechat Messaging
- Inbound Customer Service
- Problem Resolution
- Customer Database Management
- Outbound Calling
- Microsoft Office
- Complex Product Knowledge
- Special Assignments
- Presentation Skills
Additional Information
Special Training:
AZ School of Real Estate 79 hours Beginning Appraisal Curriculum
Business Coaching for Personal Development
Dale Carnegie Sales Advantage Training
High Achievers Network Series
Tom Hopkins Sales Acceleration School
Timeline
Customer Care Representative
CVS HEALTH CORPORATION
07.2017 - 02.2023
Business Development Representative
Sigform
02.2017 - 06.2017
Customer Sales Specialist
Schwans Fine Foods
01.2014 - 08.2016
Account Executive
Freedom Financial Group
09.2012 - 10.2014
Loss Mitigation Specialist
JP Morgan Chase
07.2009 - 08.2012
Account Executive
IndyMac Bank
01.2007 - 09.2007
Outside Sales Account Executive
Ownit Mortgage Solutions
07.2004 - 12.2006
Regional Sales Manager
Prescott Funding
11.2003 - 05.2004
Food And Nutrition
Marycrest College
Liberal Arts And General Studies
University of Iowa
Associate of Arts - Business Administration
Kirkwood Community College