Courteney Dorcena

• Achieved 138% month-over-month quota attainment through relationship building and business needs assessment.
• Identified market opportunities via competitive landscape analysis, enhancing targeted outreach strategies.
• Generated qualified leads through cold calling, emailing, networking events, and thorough account research.
• Collaborated with sales teams to develop and implement prospect acquisition strategies.
• Maintained accurate records of customer interactions for effective ongoing engagement.
• Streamlined decision-making by initiating contact with key decision-makers in target companies.
• Championed customer satisfaction by resolving issues proactively with knowledgeable service.

• Conduct effective discovery calls to assess driver needs and suitability for Cloud Trucks, resulting in a 10% increase in successful applications.
• Maintain constant communication with drivers, ensuring timely and accurate information for Safety and Implementation teams, reducing response times by 15%
• Utilize Salesforce CRM to document driver activities and communications, facilitating seamless collaboration within the team and documenting over 500 driver activities monthly.
• Regulate the accurate completion of new hire paperwork, achieving a 98% compliance rate and mitigating legal risks for the company.
• Manage personal files with a focus on confidentiality, accuracy, and efficiency, resulting in a 25% reduction in document retrieval time.
• Train new hires in company policies and procedures, ensuring smooth onboarding processes and adherence to regulatory requirements.

● Conducted performance evaluations for theater crew, resulting in a 10% improvement in overall performance.

● Facilitated vendor access, reducing repair and delivery turnaround time by 20%.

● Managed cash handling processes, maintaining a 98% accuracy rate and ensuring the balance of the cash handling fund.

● Completed daily operational tasks, contributing to a 15% increase in operational efficiency.

● Initiated system support tickets, leading to a 25% decrease in resolution time for technical issues.

● Resolved guest concerns, resulting in a 15% increase in positive customer feedback.

● Fostered effective communication among team members, contributing to a 30% improvement in teamwork dynamics.

● Maintained 100% punctuality for all scheduled shifts, ensuring timely execution of duties and operational consistency.

● Managed a team of 3 Digital Onboarding Specialists, resulting in a 20% increase in overall team productivity. Conducted training sessions and development programs, leading to a 15% improvement in team members' efficiency and skill proficiency.

● Resolved project escalations promptly, resulting in a 25% decrease in project turnaround time.

● Spearheaded the implementation of new processes, resulting in a 30% increase in onboarding efficiency and a 15% improvement in customer satisfaction ratings.

● Successfully onboarded 10-20 businesses weekly onto Cloud Kitchens' digital product, exceeding company targets by 10%.

● Collaborated with third-party tech companies, resulting in a seamless integration process and a 20% reduction in integration time.

● Established and maintained client relationships, resulting in a 20% increase in client retention rate.

● Collaborated effectively with internal stakeholders, leading to a 25% improvement in cross-functional team coordination and project execution.

● Processed an average of 50 service requests daily, maintaining a 95% adherence to Asurion's policies and procedures.

● Provided technical expertise to resolve customer issues with various devices, achieving a 90% first-call resolution rate.

● Identified customers in compliance with company, regulatory, and legislative requirements, ensuring a 100% security and data protection rate.

● Consistently met the agreed quality framework (HERO), achieving a 95% quality score in customer interactions.

● Maintained a high Net Promoter Score (NPS) of 85% through proactive customer service initiatives.

● Utilized knowledge-based systems and tools to deliver effective technical support solutions, resulting in a 20% increase in customer satisfaction ratings.

● Processed over 500 service requests and inquiries related to handset protection and digital products monthly.

● Generated revenue through product and service sales, contributing to a 15% increase in revenue generation compared to the previous year.

Handled an average of 75 customer inquiries daily across inbound calls, outbound calls, and internet-based channels, maintaining a 90% resolution rate.

● Utilized a call flow guide to assist customers, resulting in a 95% consistency in customer experience and a 20% reduction in call handling time.

● Tracked and documented over 1000 pieces of information daily in databases, ensuring a 98% accuracy rate in record-keeping.

● Generated additional revenue by upselling products and services to customers, contributing to a 10% increase in revenue generation compared to the previous year.

● Successfully resolved over 500 technical issues related to hardware, software, and client products monthly, showcasing expertise in troubleshooting and achieving a 80% first-call resolution rate.

● Provided basic customer service support, resulting in a 95% satisfaction rate among customers.

● Troubleshot basic and routine technical issues, demonstrating strong problem-solving skills and resolving 80% of issues on the first contact.

● Efficiently escalated technical issues beyond basic troubleshooting, leading to a 30% decrease in resolution time for complex issues.