Elena Canseco
Tracy,CA
Summary
Reliable Customer Care Associate with strong background helping customers with diverse needs. Competent with telephone, email and chat inquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries.
Overview
14
14
years of professional experience
Work History
Customer Care Associate
GoodLeap LLC
10.2023 - Current
- Made calls to borrowers to review loan terms and answer questions about their loans
- Prevented fraud and elder abuse by spearheading a team that made calls to elderly customers to ensure they knew they were buying solar and getting a loan to buy the solar
- Made calls to borrowers to remind them of their first payment and then again 18 months later to remind them of the re-amortization of their loan
- Cross-sold mortgage products to the borrowers when it made sense to try to help them save more money
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
- Elevated team morale by fostering an inclusive work environment that promoted collaboration among colleagues from diverse backgrounds.
Business Development Representative
Podium
09.2022 - 02.2023
- Increased client base by identifying potential customers and initiating strategic outreach.
- Developed business pipeline using cold and warm techniques.
- Implemented CRM systems to streamline sales processes, enhancing team efficiency and productivity.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Used SalesForce to handle current portfolio and prospective leads.
- Utilized social media platforms as an additional channel for networking and prospecting purposes, expanding the company''s reach within target markets.
Sales Development Associate
Better.com
06.2021 - 01.2022
- Promoted to make 100+ outbound calls, chats, and emails per day on new leads, capture detailed prospect information from calls in CRM for future teams to use at closing and onboarding, and navigate all objections to convert more prospects into customers
- Key Contributions: Converted 64% of new leads on first call by aligning customer needs with products and tackling objections in a way that customers can connect with
- Selected to mentor 8 new sales development associates on best practices and workflows
- Simultaneously manage 3-5 chat sessions with prospects with an average response time of under 35 seconds.
- Utilized CRM tools effectively to manage leads, track progress, and optimize workflow efficiency.
- Established rapport with prospective clients through targeted outreach campaigns that highlighted key value propositions.
- Mentored junior team members, fostering a supportive work environment conducive to growth and development.
Office Manager
Massage Envy
01.2011 - 11.2020
- Promoted to oversee membership sales, add-ons, and client upgrades to drive revenue and customer growth for a retail location
- Responsible for all sales and customer service activities including deescalating customer concerns and escalations
- Key Contributions: Closed 68% of customers from one-time sales to members by overcoming objections and aligning membership benefits with client wants to create a recurring, predictable revenue stream
- Consistently partnered with estheticians and therapists to refine talk tracks and personalize the sales experience resulting in the scaling of 7 new hires to meet increased sales revenue
- Doubled ARR in less than 2 years.
Education
High School Diploma -
Tracy High School
Tracy06.2004
Skills
- Twilio
- Jira
- Slack
- Zoom
- Salesforce
- Call center experience
- Coaching and Mentoring
- Reporting and analysis
- Payment Processing
- Customer Education
- Live chat support
- CRM Software
- Customer Service
- Inbound Customer Service
- Data Entry
- Appointment Scheduling
Accomplishments
- Converted 64% of new leads in one call closes by intelligent objection handling
- Doubled ARR in under 2 years by converting one-time customers into recurring subscribers
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Associate
GoodLeap LLC
10.2023 - Current
Business Development Representative
Podium
09.2022 - 02.2023
Sales Development Associate
Better.com
06.2021 - 01.2022
Office Manager
Massage Envy
01.2011 - 11.2020
High School Diploma -
Tracy High School
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