Diana Allen

• I was still training on their system on how to format the work sheets for requesting a Technician to be dispatched to customers in need of; a Tune-up on their Furnace system, Troubleshoot issue with their system or having a Comfort Advisor come to discuss their options for Repair vs. Replacement.
• Take calls from Technicians in the field for putting in a Parts Request or scheduling a return appointment for completing the job.
• Researching past customers that might be past due on getting a Tune-up on their systems. Making then outbound calls to try and get them to schedule a Tune-up.

I had been contacting referrals from paid leads that had inquired about getting Life Insurance, Final Expense or Mortgage Protection Insurance to ensure that their families would be taken care when the inevitable happens. I am contracted under Americo, AIG, Ethos, John Hancock and Mutual of Omaha. I help families have the peace of mind that when a loved one passes, that they will be able to pay their bills and not become homeless during such a trying time in their life.

I stood within two different Wal-marts near their Electronics Dept. while shadowing more established associates in asking the passing by customers if they already had Cox Internet. I would try and gather their contact information during my training time, for my co-worker to close the sale until I would be able to do everything on my own.

Helped Tax Payers navigate the H&R Block website for utilizing the DIY program. Answered any general questions they might have. Reviewed Tax Returns that have been either thought to be filed, had errors or the customer was still in the midst of filing. Helped track down the refunds issued by the IRS in providing status of the filing.

I had been assisting individuals with obtaining protection against their assets through Life Insurance, Short Term Care and reviewing their Medicare plans for 2022. I worked with a team of individuals to guide me and back me up in providing unbiased reviews of Medicare Plans to let those over 65 know what their rights, options and entitlements were.

• Assisting registered designers and professional chefs in their questions of making online purchases, possible product questions; stock availability in either the DC’s or Retail stock with problem solving of existing orders placed with backorders situations and delayed vendor issues or installation deadlines
• Advising on needed qualifying documentation for registration purposes.

• Process merchandise returns and exchanges
• Recommend and help locate merchandise based on customer needs and desires
• Assist customers in finding out-of-stock items
• Resolve product/policy issues and share benefits of new technology
• Successfully interact with customers and retail associates for processing orders
• Taking Mark and Graham Sales/Service calls.

• Clientele with outbound calling from spreadsheets promoting and advising of discount opportunities with the different brands, for possible holiday discount if submitting back their large volume holiday orders by November 23rd
• Did daily report updating to manager on where I and other team members stood with production levels
• Data entry of corporate business gift orders for Peak Season
• Did Call-outs on needed Gifting-Customer Service.

• Listened to the recorded calls of the Sales, Service and Furniture Dept
• Associates for grading and critiquing against the established 15 behavioral metrics for WSI Standard of a quality call.
• Provide helpful suggestions for passing their monitors in the future and making their calls sound better for optimal service of the customer’s needs while maintaining company professionalism.

• As new product seasons would be approaching, we would need to send out formatted product informational sheets to our vendor contacts for being filled in with the specifications of any new products we might be selling and updating past products that may have changed in color, design or dimensions
• Proofed upcoming catalogs for dimensions, sizes, colors and functionality against vendor provided informational forms provided to WSI for all new upcoming products
• Worked in AMS for answering product questions that the service floor associates might have or have been presented with by their customers for making more educated purchases
• Updated the product information sheets on any changes the manufacturers may have made for improving our products for more sales to follow.

• Developed highly empathetic client relationships and earned reputation for excelling in resurvey percentages
• Cross-trained and provided back-up for the Social Media co-workers and other SET representatives when needed
• Worked as a team member generating additional sales for the company with guaranteed positive customer experiences and resolved all customer complaints after having previously sworn to never shop with us again
• Managed quality communication, customer support and product representation for each customer
• Promptly responded to general inquiries from staff and clients via phone and e-mail
• Assisted customers in finding out-of-stock items
• Processed merchandise returns and exchanges.

• Achieved high sales percentage with consultative, value-focused customer service approach
• Prepared and sold broad range of customized merchandise to individuals and commercial accounts
• Resolved product issues and shared benefits of new purchases
• Worked under strict deadlines and responded to service requests and emergency call-outs
• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, fax and phone
• Successfully interacted with customers and retail buyers to expedite orders
• Processed merchandise returns and exchanges.

• Processed/resolved Neutral, Dissatisfied and Very Dissatisfied customer surveys for resulting in increased sales of returning customers for the company
• Took up the slack in the department for the overwhelming amount of surveys that were generated by the floor associates
• Provided helpful feedback to the surveyed associates and their superiors for improving customer service for a mutual admiration between customer and company
• Documented areas of needed improvements by associates, policy and procedures or Distribution Center contributions that were needed for retaining customer satisfaction.

• Maintained up-to-date knowledge of Salesforce Database for Interior Designers, Corporate Partner Customers, and Business Gift Sales accounts
• Organized weekly reports for the partnering furniture vendors for resolving purchase issues
• Cross-trained on customer issues and provided back-up for other WSH Retail representatives
• Computed accurate sales prices for Interior Design purchases with discounted transactions
• Prepared quotes and sold broad range of customized merchandise to individuals and commercial accounts
• Resolved product issues and shared benefits of new products
• Expressed appreciation and invited customers to return to department
• Managed quality communication, customer support and product representation for each client
• Attended Annual Gift Purchase Training for product sales training as defined by seasonal needs
• Worked under strict deadlines and responded to service requests and emergency call-outs
• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
• Promptly responded to general inquiries from members, staff, and clients via phone, e-mail and fax
• Recommended, selected and helped locate merchandise based on customer needs and desires
• Took special orders over the phone to contribute to the millions of additional revenue generated during PEAK Season in Business Gift ordering
• Processed merchandise returns and exchanges.

• Addressed website inquiries for converting repeat customers for personal and registry needs
• Approach
• Computed accurate sales prices for purchase transactions
• Expressed appreciation and invited customers to return to the website and retail stores
• Resolved product/policy issues and shared benefits of new products
• Recommended, selected and helped locate merchandise based on customer needs and desires
• Regularly sought opportunities to up sell and add on additional merchandise
• Processed merchandise returns and exchanges.

• Processed merchandise returns and exchanges
• Regularly sought opportunities to up sell and add on additional merchandise
• Recommended, selected and helped locate merchandise based on customer needs and desires
• Kept abreast of rapidly evolving technology
• Assisted customers in finding out-of-stock items
• Assisted customers with product complaints
• Resolved product/policy issues and shared benefits of new technology
• Successfully interacted with customers and retail associates to process orders
• Attended all scheduled new product presentations as they would come up along with all annual Kick-Off Presentations.

• Computed accurate sales prices for purchase transactions
• Expressed appreciation and invited customers to return as repeat customers
• Managed quality communication, customer support and product representation for each customer
• Responsible for ringing up customers in a timely manner and guaranteeing high level of product knowledge
• Assisted customers in finding out-of-stock items.