Hi, I’m
Conchetta Burnley
Jacksonville,NC
Summary
An astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Profit-driven Corporate Account Manager with two years of experience securing and growing major, complex contracts. Collaborates with sales groups to develop comprehensive business strategies, expanding territories and market share. Excels in competitive platforms, delivering attractive proposals in alignment with corporate needs.
Overview
11
years of professional experience
Work History
Verizon WirelessNashville, TN
HBA Tech Expert/Corporate Account Manager
11.2020 - 03.2022
Job overview
- Negotiated profitable proposals with major companies, securing long-term accounts worth over $200,000 annually.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Coordinated full sales lifecycle from proposal development to closings and follow-up.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
Alorica IncJacksonville, NC
Customer Service Representative
04.2010 - 10.2019
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved over 100 customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
NexxlinxJacksonville, NC
Account Retention Representative
11.2009 - 03.2010
Job overview
- Saving customers from disconnecting services and saving revenue for clients
- Retention Representative
- Answered inbound calls in support of customer needs
- Conveyed in reassuring manner, step by step instructions to resolve disconnects and downgrading issues
- Reviewed with customer, benefits of keeping services and offered special rates when call flow did not suffice customers discrepancy
- Special rate, if accepted, were applied to account and notated
- Also trained in sales meeting sales goals of 20% monthly
- Mandatory to upsell on every call
- Excellent verbal communication skills, Self starter with can do attitude,
Education
University of Mount OliveMount Olive, NC
Associate of Arts from Human Resources Management
05.2024
Maplewood Comp High School
High School Diploma from History
05.2008
Skills
- Computerized Accounting
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Personnel Management
- Supplier Relationships
- Needs Assessment
- Customer Account Management
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Upselling Products and Services
- Call Documentation
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
Accomplishments
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Native or Bilingual
Timeline
HBA Tech Expert/Corporate Account Manager
Verizon Wireless
11.2020 - 03.2022
Customer Service Representative
Alorica Inc
04.2010 - 10.2019
Account Retention Representative
Nexxlinx
11.2009 - 03.2010
University of Mount Olive
Associate of Arts from Human Resources Management
Maplewood Comp High School
High School Diploma from History
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