Cathy Bono
Temecula,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-Driven Sales Service Representative with over 27+ years experience, skilled in developing new customer relationships and revenue streams while also retaining customers loyalty with existing accounts. Establish long time relationships with customers using a service-oriented approach to understand and provide solutions to meet customers unique needs. Proven Track record for exceeding Sales & Customer Satisfaction Targets Monthly and Multi time AT&T Summit Recipient. Expertise in Team Building, Leadership & Development.
Overview
37
37
years of professional experience
Work History
Consumer Sales & Service Consultant
AT&T
San Diego, California
09.1995 - 10.2022
- Inside Sales and Service Consultant with 27+ years of experience responsible for handling inbound/outbound sales and service calls in a high-volume call center while meeting or exceeding monthly sales goals set forth by Corporate
- Recipient of the AT&T Summit & Cumbre awards, awarded to the top 2% of Sales and Customer Care nationally with the company
- Awarded AT&T Circle of Excellence recognition for being a top leader and exceeding year-to-date sales targets, call handling quotas and customer satisfaction scores, awarded to the top 50 in the district
- Successful in leading and coaching team focus groups to help with innovative sales techniques, action plans and solutions that aid team members to exceed monthly sales quotas and motivate team members to drive operational effectiveness and company success
- Directly responsible for creating, reviewing and finalizing sales quotes to deliver a customized approach to customers' needs while identifying sales opportunities to generate revenue
- Recognized for exceeding Balance Performance and Customer Satisfaction Scores Month over Month, top 1% in the office-top 3% Nationally.
- Achieved and exceeded sales goals Year-to-date for 27 consecutive years
- Self-motivated, Results-driven with excellent communication and organizational skills, successful in making decisions in an environment of constant change while balancing multiple priorities that include competitive pressures, fluctuation in monthly quotas and revenue streams, while delivering positive experiences through world class customer service
- Ability to provide a strategic approach to identify, evaluate, and recommend AT&T and Direct TV products and services for home networking solutions while building rapport to ensure customer loyalty and customer service excellence.
- Directly involved in organizing monthly meetings with Employee Engagement team to strategically create an Inspired, Engaged, Positive and Integrity based program for peers.
- Maintained accurate records of customer interactions, transactions, comments, and complaints.
- Educated customers about the features and benefits of different services offered by the company.
- Developed training materials for new employees related to providing excellent customer service.
- Mentored junior staff members on best practices when interacting with customers via telephone or email.
- Participated in team meetings to discuss potential solutions for improving customer experience.
- Utilized problem solving skills while dealing with difficult situations involving dissatisfied customers.
- Responded quickly to customer concerns and complaints in a timely manner.
- Updated customer accounts in computer system, submitted payments and changed personal details.
Financial Officer• Branch Assistant Manager
Union Bank
San Diego, California
02.1986 - 09.1995
- Responsible for providing consulting and banking solutions for consumers and businesses
- Developed and implemented new sales programs to increase new and existing client base
- Assessed clients' financial situations to develop strategic financial planning solutions
- Successfully Led, Coached and Managed a team of 10-15 banking associates while exceeding monthly customer service excellence goals for 6 consecutive years
- Recipient of Presidential Club awards for exceeding sales targets.
Education
Palomar College
San Diego Miramar College
Grossmont College-CNA Nursing Program
Grossmont High School
Skills
- Team Building & Development
- Exceed in Customer Satisfaction
- Excellent Communication
- Work Order Interpretation
- Leadership
- Decision Making
- Customer Consulting
- Conflict Resolution
- Adaptability
- Handling Customer Complaints
- Critical Thinking
- Problem Solving
- Call Center Operations
- Creative
- Organized
- Attention to Detail
- Self-Motivated
- Account Management
- Customer Relationship Management
- Peer Coaching & Mentoring
- Strategic Planning
- Customer Satisfaction
- Consultive Selling
- Customer Retention
- Direct/Indirect Sales
- Contract Negotiations & Finalization
- Quote Proposals
- Sales Management
- Networking Solutions
- Business Development
- Project Management
- CRM
- Fast Access
- Coral
- Avaya Phone Systems
- Express Pay
- CCS
- Salesforce
- Microsoft Office Word
- Teams
- Outlook
- Excel
- PowerPoint
Accomplishments
- Multi-Time AT&T Summit-Cumbre Recipient
- Presidents Club
- Circle Of Excellence
- Exceeded in Sales & Customer Satisfaction Goals Monthly
- Ranked in top 3% Nationally for Sales & Customer Satisfaction results.
Career Development Groups
- Member, Women of AT&T
- Member, AT&T Employee Engagement Team
- Member, League at AT&T
- Member, Oxygen at AT&T
- AT&T Summit-Cumbre
- Circle Of Excellence
- Presidents Club
Timeline
Consumer Sales & Service Consultant
AT&T
09.1995 - 10.2022
Financial Officer• Branch Assistant Manager
Union Bank
02.1986 - 09.1995
Palomar College
San Diego Miramar College
Grossmont College-CNA Nursing Program
Grossmont High School
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
Ryan JonesRyan Jones
Retail Sales Representative at AT&TRetail Sales Representative at AT&T
LYNNAE O. GARNERLYNNAE O. GARNER
Retail Sales Consultant at AT&TRetail Sales Consultant at AT&T
Jake DalatiJake Dalati
AT&T Store Manager at AT&TAT&T Store Manager at AT&T
Pamela ScottPamela Scott
Volunteer at Oceanside Museum of ArtVolunteer at Oceanside Museum of Art