Elicia Quintana
Brighton,CO
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and retention at Dish Network. Excelled in client account management and sales development, leveraging excellent people skills and a positive approach to exceed targets. Skilled in crafting strategies that improved loyalty, demonstrating a keen ability to assess customer needs and implement effective solutions.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Sales Associate
Gmc
04.2024 - 10.2024
- Responded to customer enquiries via telephone and email.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Answered telephone and email inquiries from potential customers.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
- Met customers on lot and in showroom to discuss available vehicles and options.
- Developed successful sales strategies to maximize customer satisfaction and profit.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged with customers to effectively build rapport and lasting relationships.
Call Center Manager
SP + Global
10.2023 - 04.2024
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led daily team meetings to review performance, set targets and motivate staff.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Evaluated data to identify trends and determine customer service needs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Retention Specialist
Dish Network
05.2023 - 12.2023
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Built constructive customer relationships to improve loyalty and recommendations.
Education
GED -
North High School
Denver, CO04.2010
Skills
- Customer Needs Assessment
- Payment Processing
- Contract Preparation
- Sales Development
- Business Development
- Client Account Management
- Inventory Control
- Product Sales
- Positive and professional
- Verbal/written communication
- Money Handling
- Excellent people skills
Certification
- Certified , Notary Public for the state of Colorado
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Sales Associate
Gmc
04.2024 - 10.2024
Call Center Manager
SP + Global
10.2023 - 04.2024
Retention Specialist
Dish Network
05.2023 - 12.2023
GED -
North High School
- Certified , Notary Public for the state of Colorado
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