Charity Jones
Inbound/Outbound Call Center Agent
New Bern,NC
Summary
Service-oriented Call Center Agent with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments. Persistent and highly motivated with a flair for sales and marketing. Looking to secure a position in a thriving and fast-paced environment where excellent customer service skills will be utilized and appreciated.
Overview
4
4
years of post-secondary education
3
3
years of professional experience
Work History
Outbound Call Center Agent
Convergys Corporation
Jacksonville, NC
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Overcame objections using friendly, persuasive strategies.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Opened new accounts and documented personal, demographic and payment information in system.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Inputted new customer information into [Type] database to create account for sales opportunities.
- Scheduled introductions and meetings for sales and assigned leads to encourage timely follow-up.
- Performed cold calling and outreach to build sales pipeline.
- Recorded contact information of customers and potential customers.
- Escalated concerns or problem calls to management staff.
- Answered calls, took messages and transferred calls to appropriate individuals.
- Answered questions with knowledgeable responses.
- Skilled at client management software and computer dialing.
- Answered inbound telephone calls from interested customers.
Inbound Call Center Representative
E-Commerce
Jacksonville, NC
- Processed customer order, quote and return transactions and offered additional products and services.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales [Number]%.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Administrative Assistant
Pugh's Quality Fencing Plus
New Bern, NC
08.2017 - 05.2020
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Coordinated bookkeeping activities in QuickBooks and Lawson, including invoicing and accounts payable.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Scheduled office meetings and client appointments for team of [Number] professional [Job title]s.
- Monitored [Job title]'s work calendar and scheduled appointments, meetings and travel.
Education
High School Diploma -
Jacksonville Senior High
Jacksonville, NC 09.1993 - 06.1997
Skills
Product and service knowledge
Outbound and inbound calls
Scripted calls
Phone-based research
Outbound Sales
Phone script
Continuous Improvement
Product knowledge
Training
Telemarketing expertise
Cold Calling
Appointment Scheduling
Staff education and training
Timeline
Administrative Assistant
Pugh's Quality Fencing Plus
08.2017 - 05.2020
High School Diploma -
Jacksonville Senior High
09.1993 - 06.1997
Inbound Call Center Representative
E-Commerce
Outbound Call Center Agent
Convergys Corporation