DAWN VALENCIA
ALBUQUERQUE,NEW MEXICO
Summary
Experienced mid-level customer service representative with over 10 years of expertise in identifying customer objectives and providing effective troubleshooting and resolution. Recognized for proactive approach and efficient analysis of situations. Strong communication skills enable effective addressing of customer concerns and provision of satisfactory solutions. Excited to apply extensive experience in understanding customer needs, issue resolution, and complaint handling to contribute to the success of your company.
Overview
19
19
years of professional experience
Work History
Inbound Sales Representative
Xfinity Comcast
01.2023 - 11.2023
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Documented details of calls and customer interactions.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Maintained detailed records of sales activities, enabling accurate performance evaluations and targeted improvement initiatives.
- Assisted customers with troubleshooting issues related to their purchases, demonstrating exceptional problem-solving skills and empathy towards their concerns.
- Worked with multiple means of communication within fast-paced environment.
- Implemented upselling techniques effectively, driving additional revenue streams for the company.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Improved customer retention rates by establishing rapport and following up on previous interactions.
- Enhanced customer loyalty by personalizing interactions and acknowledging repeat customers.
- Fostered positive customer experience with every interaction, setting standard for excellence within team.
- Utilized CRM software for accurate tracking of client interactions, supporting data-driven decisionmaking.
- Developed and maintained up-to-date understanding of product offerings to offer accurate information to customers.
- Participated in product training sessions to stay informed about latest features and benefits, improving sales presentations.
- Handled customer objections with empathy and professionalism, turning potential lost sales into loyal customers.
- Utilized CRM software to track customer interactions and sales, ensuring all data was accurately recorded for future reference.
- Executed outbound calls to follow up on leads, contributing to higher conversion rate from inquiries to sales.
- Achieved consistent customer service excellence, maintaining positive attitude under pressure.
- Responded to customer inquiries with comprehensive product knowledge, leading to increased customer satisfaction.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Utilized sales techniques to build customer interest and close sales.
TELE-SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION
01.2010 - 01.2015
- Assisted beneficiaries and their representatives with appointment setting, resolving payment issues and determining eligibility
- Researched and corrected banking information
- Informed and advised callers on next steps on applications disability, and retirement
- Researched and corrected missing payment issues
- Provided beneficiaries with correct forms and documentation as needed.
TIER III DATA TECH
VERIZON WIRELESS
01.2005 - 01.2010
- Assisted customers with troubleshooting and resolving issues with highly technical data devices and software
- Assisted in training and floor support of new hires
- Assisted team supervisor with time card, audit, supervisor level call resolution and complaints when not in the office or in meetings.
Education
General - Marketing And Management
Winston Churchill High
Eugene, OR06.1983
Skills
- Excellent communication skills, attention to detail, and ability to anticipate customers needs
- Proficient in Microsoft office and Windows software
- Proficient in Mac software
- Excellent call management and de-escalation skills
References
References provided upon request
Timeline
Inbound Sales Representative
Xfinity Comcast
01.2023 - 11.2023
TELE-SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION
01.2010 - 01.2015
TIER III DATA TECH
VERIZON WIRELESS
01.2005 - 01.2010
General - Marketing And Management
Winston Churchill High
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