Carlita Newell

• Conducted 200+ outbound phone calls daily to reach potential clients and market products and services.
• Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
• Negotiated customize advertising campaigns based on the service provider's needs
• Performed Leads through CRM (Salesforce) and company software.
• Opened new accounts and documented personal, demographic and payment information in system.

• Networked and Liaisoned customer and business positive relationships with customers to retain business and quickly devise resolutions to problems.
• Analyzed customer behavior and customer feedback to develop retention strategies.
• Handle high-volume communication professionally 30+ calls daily through multiple platforms such as phone, email, and group chats.
• Reading and interpreting technical documents and communicating information to customers and/or appropriate departments.
• Gather and share information about customer complaints to negotiate better and decrease customer cancellations.
• Communicate information regarding retention strategies to other departments when necessary.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Compiled all calls and interactions into a computer data system.

• Delivered excellent customer inbound calls for roadside assistance and other service requests from client's customers and/or client account representatives for assistance.
• Analyzing needs of customers based on vehicle inoperable situation.
• Identifying customers' locations using Google Maps and other client tools. Providing policy coverage details based on the specific client programs.
• Securing Service Providers to assist customers, based on the parameters of the policy's program.
• Providing status updates to customers calling after the initial request for assistance was processed.
• Transferring inbound calls or outbound calls to other client-designated internal support departments or client account representatives.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered 50+ daily telephone calls, and provided excellent custer service.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Offered members alternative vacation options if their first choice is unavailable.
• Solve member concerns for first call resolution, ultimately avoiding escalation.

Sales & Marketing

• Marketed membership packages by advising members of the features and benefits of

• Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
• Resolved customer complaints and maintained a clean and tidy checkout area.
• Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
• Maintained customer satisfaction with quick and professional handling of product returns.
• Handled approximately daily credit and cash transactions for customers with accuracy and speed.
• Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.