Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Donna Moss

Donna Moss

Rancho Cucamonga,CA

Summary

Highly energetic Virtual Sales and Customer Service Representative recognized for exceeding revenue goals. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

17
17
years of professional experience

Work History

Customer Care Representative

Policy Engineer
05.2023 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • 100 Plus daily outbound calls to customers to set appointments with agents
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed and maintained comprehensive understanding of products, services, and competitors to enhance sales presentations.
  • Utilized CRM software to manage customer accounts and track performance metrics.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Developed and implemented sales strategies to increase profits.

Senior Manager

USA Home Inspectors
01.2019 - 10.2022
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Determined priorities and set policies for Home inspections.
  • Supervised and directed customer service and home Inspector teams to keep projects on-track and tasks prioritized.
  • Oversaw reporting functions to executive leadership.
  • Updated system information, making appropriate changes to documentation.
  • Led teams focused on marketing and sales to accomplish Higher revenue, surpassing established goals.
  • Developed and implemented marketing plans to drive sales, profit and brand objectives.
  • Analyzed competitive incentive data and evaluated impact data had on marketplace.
  • Carried out and developed social media, e-blast and public relations campaigns
  • Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives

Sales and Marketing Specialist

LincWare
06.2015 - 12.2018
  • Researched competitor marketing trends and prices using data analysis.
  • Examined needs, wants and spending patterns of target audience.
  • Worked independently with minimal supervision.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Built relationships with customers and community to promote long term business growth.
  • Negotiated prices, terms of sales and service agreements.
  • Exceptional computer skills
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Kept detailed records of daily activities through online customer database.
  • Presented information to customers, peers and management.
  • Developed and maintained strong working relationships with senior care professionals within assigned territory.
  • Completed daily outbound calls, up to 6 hours per day.
  • Contributed to event marketing, sales and brand promotion for senior care industry
  • Maintained relevance and fluency on company offerings and industry trends.

Customer Service/Sales Representative

Contactually
01.2012 - 01.2015
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Computed total costs and profit requirements for customer sales to provide accurate pricing.
  • Prospected continuously for new potential customers and maintained robust conversion rate.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Exceeded call monitoring expectations through accurate reporting and processing.
  • Worked independently with minimal supervision.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Built relationships with customers and community to promote long term business growth.
  • Exceptional computer skills
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Kept detailed records of daily activities through online customer database.
  • Recorded accurate and efficient records in customer database.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Developed, maintained and utilized diverse client base.
  • Acquired and applied CR and Technical knowledge to create effective dialogue with customers.

District Manager Field Service

Source Interlink Companies
05.2006 - 11.2012
  • Built positive and productive relationships with store and field leadership.
  • Supervised 90 locations to enforce high-quality standards of operation.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Located, developed and promoted talented employees to cultivate collaborative and hardworking leadership team.
  • Coordinated with other district managers to actualize strategies for improving performance and growing circulation volumes and sales.
  • Improved operational standards, personnel moves, and merchandising strategies.
  • Modeled best practices for sales and customer service.
  • Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
  • Recruited and trained contractors on distribution procedures, routes and circulation logistics.
  • Optimized in-store merchandising, brand presentation and inventory availability and focus.

Education

Associate of Arts - Mass Communications

Mt San Antonio College
Walnut, CA
06.

Skills

  • Data-Driven Decision-Making
  • Appointment Scheduling
  • Administration and Reporting
  • Scheduling and Coordinating
  • Managing Program Activities
  • Troubleshooting and Problem Resolution
  • Performance Tracking and Evaluations
  • Managing Deadlines
  • General Management and Administration
  • Business Growth
  • Tact and Sensitivity
  • Workload Planning
  • Senior Leadership Support
  • Customer Relations
  • Customer Database Management
  • Business Opportunities Support
  • Customer Implementation Support
  • Online Systems
  • Sales and Upselling
  • Keen Attention to Detail
  • Sales Quota Achievement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time.
Thomas A. Edison

Timeline

Customer Care Representative

Policy Engineer
05.2023 - Current

Senior Manager

USA Home Inspectors
01.2019 - 10.2022

Sales and Marketing Specialist

LincWare
06.2015 - 12.2018

Customer Service/Sales Representative

Contactually
01.2012 - 01.2015

District Manager Field Service

Source Interlink Companies
05.2006 - 11.2012

Associate of Arts - Mass Communications

Mt San Antonio College

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Donna Moss