Carmen Cunningham
Milwaukee,WI
Summary
A proven track record in enhancing customer satisfaction and driving revenue growth through strategic sales and marketing initiatives. Skilled in multitasking and problem-solving, adept at fostering long-term client relationships and executing effective sales strategies. Demonstrates exceptional call center experience and persuasive communication, ensuring top-notch service quality and operational efficiency.
Overview
12
12
years of professional experience
Work History
Business Customer Service Representative
American Express
01.2023 - 10.2023
- Championed a customer-first mindset within the team, fostering a culture of empathy and understanding towards our clients'' needs.
- Maintained detailed records of client interactions, enabling efficient tracking of progress towards issue resolution or sales goals.
- Implemented customer feedback initiatives that led to improved product offerings and enhanced overall user experience.
- Delivered informative presentations to potential clients, highlighting the benefits of partnering with our company for their business needs.
- Managed high call volume while maintaining excellent rapport with customers, consistently receiving positive feedback for professionalism and service quality.
- Achieved success in up-selling and cross-selling relevant products and services to meet customers'' evolving business needs.
- Conducted regular follow-ups with clients, ensuring continued satisfaction and addressing any concerns promptly.
- Negotiated favorable contract terms on behalf of clients resulting in cost savings without compromising service quality.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Branch Manager
We Buy Any Car
07.2022 - 03.2023
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions when booking appointments for customers.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Boosted branch revenue by strategically analyzing market trends and aligning financial products to customer needs.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
- Created and executed marketing strategies, increasing brand awareness and attracting new customers.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Evaluated and negotiated contracts to procure favorable financial terms when purchasing cars for sale
Customer Service Representative
Digital Risk Mortgage Services
06.2020 - 08.2021
- Prevented potential financial losses by identifying discrepancies in submitted documents, alerting appropriate parties for resolution.
- Ensured accuracy in data entry tasks, minimizing errors that could result in costly delays or misinformation within the mortgage process.
- Maintained up-to-date knowledge of product and service changes.
- Created verbiage for letters sent to customers regarding new loans rates.
- Ensured quality of loans for monthly quality evaluations
- Utilized 4 different programs to efficiently perform job duties
Customer Service Representative
Waste Managment
05.2019 - 06.2020
Business Customer Service Representative
AT&T
04.2016 - 11.2018
Retention Specialist
Time Warner Cable
02.2014 - 04.2016
Branch Manager
Guaranty Bank
01.2012 - 02.2014
Skills
- Call center experience
- Marketing
- Sales
- Problem-solving skills
- Multitasking
- Phone Etiquette
- Conflict Resolution
- Record-keeping
- Quality Assurance
- Professional telephone demeanor
- Billing Procedures
- Customer Retention
- Store maintenance
- Sales expertise
- Problem-solving aptitude
- Rapport Building
- Upselling techniques
- Persuasion skills
- Typing speed 60 WPM
Timeline
Business Customer Service Representative
American Express
01.2023 - 10.2023
Branch Manager
We Buy Any Car
07.2022 - 03.2023
Customer Service Representative
Digital Risk Mortgage Services
06.2020 - 08.2021
Customer Service Representative
Waste Managment
05.2019 - 06.2020
Business Customer Service Representative
AT&T
04.2016 - 11.2018
Retention Specialist
Time Warner Cable
02.2014 - 04.2016
Branch Manager
Guaranty Bank
01.2012 - 02.2014
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