Carmen Bailey
Customer Service
Atlanta
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Handled various aspects of telecommunication services, including inbound and outbound calls, sales, Tier 1 Tech for device repair, activations, managed team education and support for promotions and marketing and device education.
Overview
15
15
years of professional experience
Work History
Customer Care Advocate
Verizon
03.2018 - Current
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Inside Sales Specialist
Comcast, Xfinity
08.2016 - 03.2018
- Answered customers' questions regarding products, prices, and availability.
- Collected information on sales and service issues to coordinate team-wide resolutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
Insurance Sales Agent & Underwriter
State Farm
09.2013 - 06.2015
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
Customer Service Manager & Trainer
Donnelly Communications
05.2008 - 01.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Barista
Starbucks
04.2008 - 05.2011
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Education
High School Diploma -
Alton High School
Alton, ILNo Degree - Project
Clark Atlanta University
Atlanta, GASkills
- Client Development and Retention
- Billing Adjustments and Refunds
- Microsoft Office
- Investigate Claims
- Call Volume and Quality Metrics
- Training and Development
- Customer Relationship Management
- Product Education
- Project Management
Timeline
Customer Care Advocate
Verizon
03.2018 - Current
Inside Sales Specialist
Comcast, Xfinity
08.2016 - 03.2018
Insurance Sales Agent & Underwriter
State Farm
09.2013 - 06.2015
Customer Service Manager & Trainer
Donnelly Communications
05.2008 - 01.2012
Barista
Starbucks
04.2008 - 05.2011
High School Diploma -
Alton High School
No Degree - Project
Clark Atlanta University
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