Cynthia Carter
Campbellsville,KY
Summary
High-energy customer service professional offering 18+ years of customer service experience with positive attitude as a specialty. 5+ years experience working REMOTE and maintaining professionalism in schedules and adherence to schedules/deadlines. Excellent interpersonal communication and problem solving skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
REMOTE| Inbound Call Center Sales Representative
Windstream Communications, Inc.
Campbellsville, Kentucky
06.2023 - Current
- Identified customer needs and recommended products accordingly.
- Provided accurate information regarding product features, pricing and availability.
- Assisted customers with placing orders over the phone or online.
- Processed payments quickly and efficiently.
- Built strong relationships with customers through excellent service delivery.
- Resolved customer complaints in a timely manner to ensure satisfaction.
- Monitored competitor activities to stay ahead of competition in the market.
- Conducted follow-up calls to existing customers to ensure satisfaction levels.
- Contributed ideas for improving customer service processes and procedures.
- Closed sales by building rapport and overcoming objections.
- Followed up on sales leads through outbound calling.
- Documented order sales call data in SalesForce software.
REMOTE|Inbound Customer Retention Representative
ADT Security Services
Campbellsville, KY
11.2022 - 06.2023
- Re-established customer's faith in company by providing best retention offers available.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Delivered exceptional customer service by patiently listening to customer concerns or complaints.
- Promoted customer retention by using exceptional interpersonal skills.
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
REMOTE| Social Selling
Mydailychoice
Saint Albans, WV
01.2022 - 11.2022
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Listened to customers to understand needs and refer to optimal services.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Fostered relationships with customers to expand customer base and retain business.
- Demonstrated product features to align with customer needs.
- Developed key customer relationships to increase sales.
- Created successful strategies to develop and expand customer sales.
REMOTE| Social Selling
Farmasi US
Saint Albans, WV
09.2019 - 01.2022
- Coached staff on policies, procedures and performance strategies.
- Developed complete training programs and led training using expert learning techniques.
- Assessed training needs, using employee surveys and interviews to gather data.
- Strengthened brand to engage social media community by producing creative and compelling content.
- Implemented strategic plan to grow social media audiences for key demographics.
- Promoted cosmetic products by educating customers and prospects about offerings.
- Delivered $900,000 in team sales by maximizing social selling strategies.
REMOTE| Social Selling
Younique
Saint Albans, WV
03.2017 - 09.2019
- Researched makeup trends to learn about new products and techniques by using YouTube, beauty blogs and magazines.
- Offered complementary makeup consultations to individuals to promote key product lines.
- Promoted content through advertising on specific social media networks to reach target audience.
- Participated in virtual marketing-related events and posted highlights on social media networks to share information and reinforce company message.
- Initiated market research studies, directed operations and reviewed findings to optimize marketing approaches.
Receptionist
HR Block
Saint Albans, WV
01.2018 - 04.2018
- Scheduled and confirmed appointments.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Processed payments and updated accounts to reflect balance changes.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Receptionist
HR Block
Saint Albans, WV
01.2017 - 04.2017
- Answered and directed incoming calls using multi-line telephone system.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Processed payments and updated accounts to reflect balance changes.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Education
High School Diploma -
Taylor County High School
Campbellsville, KY05.2009
Some College (No Degree) - Human Services And Counseling Minor, Communication
Lindsey Wilson College
Columbia, KYSkills
- Friendly and Personable
- Team Member Motivation
- Effective Customer Upselling
- Microsoft Office/SalesForce Experience
- Organizational Skills
- Problem Resolution
- Working Collaboratively via Zoom/Teams/Microsoft Suite Meetings
- Customer Service Professional
- Sales expertise
- Training experience
- High Inbound Call Volume Phone Call Management
- Account Management
Timeline
REMOTE| Inbound Call Center Sales Representative
Windstream Communications, Inc.
06.2023 - Current
REMOTE|Inbound Customer Retention Representative
ADT Security Services
11.2022 - 06.2023
REMOTE| Social Selling
Mydailychoice
01.2022 - 11.2022
REMOTE| Social Selling
Farmasi US
09.2019 - 01.2022
Receptionist
HR Block
01.2018 - 04.2018
REMOTE| Social Selling
Younique
03.2017 - 09.2019
Receptionist
HR Block
01.2017 - 04.2017
High School Diploma -
Taylor County High School
Some College (No Degree) - Human Services And Counseling Minor, Communication
Lindsey Wilson College
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