Chanya Stokes

• Inbound and outbound calls
• Use computers for multiple various applications
• Provide services to customers, such as order placement and account information
• Deliver prepared sales talks, reading from scripts that describe a service, in order to persuade potential customers to subscribe to the service
• Explain services, prices, and answer questions from customers
• Obtain customer information such as name, address, and payment method, and enter orders into computers
• Adjust sales scripts on an individual basis to better target the needs and interests of the specific customer
• Maintained customer retention rate meeting and exceeding the monthly goal by 30% of sales
• Maintained new customer rates meeting and exceeding the monthly goal by 4.5% of sales
• Contributed to improving customer satisfaction by 12% in a three-month period, according to online and over the phone surveys
• Strong verbal and written communication skills
• Highly organized and able to stay on task
• Experienced with multiple CRM tools
• Able to work under pressure and overcome unexpected issues
• Experienced in Microsoft products and phone-answering systems
• Experienced in operating the Oracle system

Ability to multitask; operate multiple systems simultaneously

• Handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problems
• Contributed to providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions
• Contributed to decreasing high rate calls by 12.5%, according to the company's record
• Contributed to improving customer satisfaction by 10% in one month, according to online and over the phone surveys

• Organizing meetings and managing databases
• Assisted with patient care while visiting the office
• Dealing with correspondence, complaints and inquiries via email; fax; telephone
• Preparing letters, presentations and reports
• Advertising our services with local attorneys
• Maintained customer retention rate 15% above the company average
• Expanded client base by 20% over the course of six months
• Improved office operations and efficiency by 30% from organizing activities, managing patient communications, scheduling payments and tracking records and documentation
• Received a promotion from Office Assistant to Office Manager after seven months of employment due to excellence in work performance and leadership