Ellen Brown

• Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
• Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
• Expanded client base through effective networking and relationship-building at industry events.
• Actively sought opportunities for professional growth through attendance at relevant conferences or workshops within the field.
• I handled the Spanish queue for travelers with language barriers I would assist my colleagues relaying the information in Spanish,

• Customer Service 2018-2020
• Assisted patients currently in treatment with clear aligner treatment through Calls, SMS and emails.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Scheduling 2020-2021
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Acted as first point of contact and set appointments for prospective clients.
• Documented calls and appointments
• Called customers to coordinate schedules and set appointments.
• Provided detailed information about available services and requirements.
• Confirmed appointments, communicated with clients, and updated client records.

Aligner and retainer Sales 2021-2023

• Inbound and outbound calls, SMS and emails
• After patients have completed their initial evaluation I would follow up to close the sale of aligner therapy or the sales calls were also inbound
• Consistently met or exceeded sales targets through strategic planning, prospecting, and diligent account management.
• Increased sales by efficiently processing transactions and upselling products when appropriate.
• Maintained detailed records of all client interactions using CRM software for accurate tracking of leads, referrals, and sales performance metrics.
• Participated in team meetings to discuss sales targets, performance metrics, and improvements in sales strategies.

• This account is a credit reporting, monitoring and identity protection services website for • Scoresense.com by OneTechnologies
• Started off as a retention agent the first 6 months of employment and was promoted to Technical Support and my way up the first year to role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Trained new trainees for Scoresense.com website Technical Support
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Evaluated agent calls, communication skills and product knowledge regularly, training, and mentoring individuals with lagging skills during coaching sessions.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Assisted in building a Technical Support and Quality Assurance Evaluation Guidelines and processes used still today.

RMO (Retail Money Order) Customer Service. 2006-2007

• Assisted customers mainly with questions such as Money Order status, lost or stolen or just general information needed.
• Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

RMO (Retail Money Order) Agent Services 2007-2009

• Assisted product sellers with accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency
• Processed orders for new money orders batches to providers
• Cancelling lost or compromised Money Order batches
• Shipment tracking