Courtney Gulick
Princeton
Summary
Results-driven sales representative with a proven track record in fast-paced environments, adept at navigating challenging conversations and fostering customer relationships. Recognized for high productivity and superior work quality, achieving notable sales increases through effective upselling techniques. Core competencies include persuasive speaking, conflict resolution, and active listening, ensuring exceptional client engagement. Aiming to leverage expertise in customer communication to drive further success and satisfaction in future roles.
Overview
8
8
years of professional experience
Work History
Customer Service Call Center Representative
Carnival Cruise Lines
Remote
01.2018 - 12.2024
- Answered incoming customer inquiries in a timely and professional manner.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Updated customer accounts, addresses and contact information within call management databases.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Planned, described and sold itinerary tour packages and promotional travel incentives.
- Explained benefits of purchasing travel insurance with clients.
- Promoted available products and services to customers during service, account management and order calls.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Collected deposits or payments and arranged for billing.
Call Center Representative
Southern Diesel Repair Dallas
Dallas
01.2017 - 12.2017
- Consulted with customers to resolve service and billing issues.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Developed effective working relationships with team members across multiple departments.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
Some College (No Degree) - Clinical Child Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Customer service
- Call management
- Sales support
- Conflict resolution
- Billing adjustments
- Account management
- Product knowledge
- Problem solving
- Time management
- Attention to detail
- Product and service sales
- Upselling products
- Customer support
- Sales expertise
- Caller accomodations
Timeline
Customer Service Call Center Representative
Carnival Cruise Lines
01.2018 - 12.2024
Call Center Representative
Southern Diesel Repair Dallas
01.2017 - 12.2017
Some College (No Degree) - Clinical Child Psychology
Southern New Hampshire University
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