Summary
Overview
Work History
Education
Skills
Timeline
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Naomi Hissong

Charlotte

Summary

Proven leader at Advance America, adept in customer relations and problem resolution, enhanced customer satisfaction, and drove sales growth through strategic marketing and efficient process streamlining. Skilled in multitasking and verbal communication, significantly improved first-call resolution rates, fostering brand loyalty and professional growth within teams.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

7
7
years of professional experience

Work History

Customer Care Agent

Advance America
05.2023 - 11.2024
  • Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Built rapport with customers, resulting in increased customer loyalty and positive feedback.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Navigated multiple computer systems and applications to find information.
  • Reduced response times by implementing effective organizational strategies in managing inquiries.
  • Increased issue resolution rate through continuous training and performance evaluation.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.

Center Sales Manager

Advance America
03.2020 - 05.2023
  • Streamlined sales processes to improve efficiency and productivity within the team.
  • Completed adequate documentation of completed procedures and tasks.
  • Facilitated cross-functional collaborations with other storefronts for successful product launches or promotions which resulted in increased sales opportunities.
  • Collaborated with marketing department to develop targeted campaigns for driving sales growth.
  • Resolved escalated customer issues promptly, ensuring satisfaction and loyalty.
  • Approved timecards and time-off requests and submitted payroll for direct reports.
  • Assisted in Company and State Audit preparation.
  • Assisted Director of Operations and Corporate Auditors during audit. Preparing documents, reports and finalizing audits
  • Trained new employees using modules and hands on approach.


Assistant Center Manager

Advance America
03.2018 - 03.2020
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
  • Mentored junior staff members to foster professional growth within the organization''s talent pool.
  • Implemented marketing strategies to increase brand awareness and attract new clients to the center.
  • Conducted market research analyses to identify potential areas of expansion or program offerings that catered to community needs more effectively.

Education

High School Diploma -

St Alphonsus
Dearborn, MI
06-1979

Skills

  • First call resolution
  • Documentation and reporting
  • Customer relations
  • Customer service
  • Multitasking and organization
  • Verbal and written communication
  • Problem resolution

Call center experience

Quality assurance

Customer account management

Administrative and office support

Timeline

Customer Care Agent

Advance America
05.2023 - 11.2024

Center Sales Manager

Advance America
03.2020 - 05.2023

Assistant Center Manager

Advance America
03.2018 - 03.2020

High School Diploma -

St Alphonsus

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Naomi Hissong