CAROLINE NILA
Caldwell,ID
Summary
Adaptable Lead Sales Associate eagerly anticipating new challenges and opportunities for growth and contributions with a dynamic sales team. Driven to go above and beyond to exceed team and corporate sales goals. Also, with Exceptional Customer Service skills to prioritize and multi-task in fast-paced working environment.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
IDAHO POWER
10.2022 - Current
- Efficiently addressed customer movement requests
- Established and managed new customer accounts
- Established collection arrangements
- Efficiently addressed and resolved outage situations
- Streamlined billing and meter read procedures for improved accuracy.
- Solving customer issues with efficiency and effectiveness
- Demonstrated strong ability to handle customer accounts and inquiries professionally, ensuring outstanding customer service.
- Followed company policies, procedures, and public utility commission rules, regulations, rates, and rate changes.
Sales Account Executive
Truckstop.com
03.2020 - 06.2022
- Utilized cold calling and networking techniques for effective sales of products and services.
- Sourced fresh sales leads by following up with inbound inquiries
- Negotiated terms of sales contracts and fostered customer relationships.
- Handled end-to-end sales cycle with proficiency
- Engaged with clients to highlight benefits of products and services
- Cultivated strong professional relationships with partners and developed campaigns to drive business development
- Assigned and distributed qualified leads to sales teams for development and closure.
- Assisted underwriting in gathering applicant information to achieve successful closings, surpassing individual and company objectives.
- Maintained accurate records of all sales activities in CRM system.
Client Focus Team
CITI BANK
01.2017 - 03.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Assisted in escalation calls when customer requested a member of management
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Arranged for debt repayment and established repayment plans based on customer finances
- Processing payments and reoccurring drafts
- Recorded and updated customer accounts
- Reviewing accounts to determine payment plans
- Enforced customer service standards and bank policy
- Trained new hires to learn bank policy and collections practices
- Reasoned with customers and attempted to negotiate full balance payments
- Handled irate customers smoothly to achieve performance goals and quality calls
- Upheld privacy and security requirements for customer information
- Processed payments and recurring payments
- Met demands of busy collections group by performing high volume daily calls.
Customer Service Representative
Health Plan of San Joaquin
05.2016 - 01.2017
- Answered multi-line phone system and directed callers to requested personnel and departments
- Protected patients by observing strict HIPPA guidelines
- Entered insurance, demographics, and health history into patient database
- Photocopied insurance card, documented details and verified patient coverage for upcoming procedures or appointments
- Quickly became knowledgeable of medical terminology and insurance process to support office administration productivity
- Informed patients of financial responsibilities prior to rendering services.
Phone Banker
Wells Fargo
08.2014 - 05.2016
- Helped customers complete withdraws, deposits, and transfers as well as understand account balances
- Capitalized on cross-selling and upselling opportunities to consistently hit quota
- Helped opened checking or saving accounts
- Identified transactions errors when credits and debits did not balance
- Ordering bank cards, checks and other products to that were necessary
- Met daily demands of high-volume calls.
Education
General studies -
College of Western Idaho
Nampa, ID05.2013
High School Diploma -
Vallivue High School
Caldwell, ID05.2011
Skills
- Time Management
- Problem-solving skills
- Account Management
- Contract Negotiation
- Full-cycle sales process
- Client Relationship Management
- Exceeds sales goals
- CRM Software
Accomplishments
- Recognized as Employee of the Year 2022 for outstanding sales performance.
- Exceeded sales quota by 102%.
- Awarded and Recognized for Excellent Customer service.
- Recognized for Quality Assurance and exceeding company policy.
Timeline
Customer Service Representative
IDAHO POWER
10.2022 - Current
Sales Account Executive
Truckstop.com
03.2020 - 06.2022
Client Focus Team
CITI BANK
01.2017 - 03.2020
Customer Service Representative
Health Plan of San Joaquin
05.2016 - 01.2017
Phone Banker
Wells Fargo
08.2014 - 05.2016
General studies -
College of Western Idaho
High School Diploma -
Vallivue High School