Emily Lee
Wichita,KS
Summary
Inside Sales Representative accomplished at cultivating productive customer relations and building loyalty with exceptional service and product offerings. Brings career sales success and drives dramatic revenue growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Inside Sales Specialist
Santanna Energy Services
12.2020 - 02.2024
- I worked as an Inside Sales Specialist/ Energy Rate Consultant. Managing 30-60 calls per day inbound.
- My job was to take inbound/outbound calls from customers who are inquiring about a fixed rate for their energy supply
- Our goal is to sell these contracts to our customers, to provide price protection/peace of mind while also bringing value in to an Employee Owned Company
- I answered questions regarding billing, the rewards program, calculations, understanding usage, understanding what charges meant on the energy bill, and also just being a listening ear for our customers
- I always take on disgruntled customers with an empathetic approach and make sure it's a one call resolution
- I also work with large commodity customers, in doing this we request the customers most recent copy of their bill, and based off of their annual usage, we work together on creating a chart with the different terms and rates they are eligible for (for whatever bucket/size the customers usage is)
- Since this is a sales job, we are always pushing to bring in more customers, and renew the customers we already have
- Retention is key
- We now Offer Earth Friendly plans & Unlimited Energy plans, so we are always looking for the best fit unique to each customer
- It is a competitive position
- I strive to maintain positivity and provide the best customer experience possible
- I've also trained multiple new hires on the roles of this position, and helped them learn about the best rebuttals to use on a contemplating customer
- I taught them where to click and find what they need, and be able to access important documents such as invoices for our business customers, phone numbers, fake bills for reference, etc
- I'm all about team work, working together as a family is important in the energy world
- This is an employee owned business, so we share our takes and values as a team and that's what leads to measures of success
Customer Service Representative
Five Star Call Centers
12.2019 - 11.2020
- This was only a one month seasonal position
- At Five Star Call Centers I took Inbound calls for customers who were looking to order with the Kansas City Steak Company or, Pittman and Davis
- I assisted customers with finding the items that they were interested in purchasing from their catalog
- I applied discount codes to items if the customer had one, and added items to the cart- all while explaining the product and any questions the customer might have
- I took credit card information over the phone and would check them out, provide confirmation number for their order
- Ensuring I've answered all questions before disconnecting the call
- I provided information in a professional tone, and made sure the customer was fully comfortable providing card information
- My goal was to make the customer as comfortable as possible, happy/excited about their purchase and make the call personable
Receptionist
Icteeth pediatric dentistry
03.2020 - 05.2020
- I handled route sheets for patients
- I scheduled patients for appointments
- I scanned insurance and important documents into patients files, greeted patients at the door and checked them in
- I verified insurance was active, referred patients, answer phones for scheduling/cancellations/general questions
- I outbound dialed patients as a reminder for upcoming appointments/if we needed to update insurance etc
- Ensured that we provided the patient with the best possible experience.
Call center Representative
Faneuil
07.2019 - 11.2019
- This was a temp position
- I took calls from consumers looking to get medical coverage in the state of Minnesota
- I would answer questions to determine their eligibility based on the income for each individual consumer/the federal hub
- I informed consumers of what verifications were needed to continue on coverage
- Updated income information, also determined what was a qualifying life event for the individual to start on coverage outside of the open enrollment period
- Provide the best experience for the customer in their time of need.
Account Specialist
Concentrix
03.2019 - 09.2019
- I was an account specialist for peoples credit card accounts
- I answered questions regarding APR/Past due fees
- I assisted with fraudulent activity, ensuring peace of mind and urgency to get it taken care of ASAP
- I assisted with LSRP's and disputing authorizations
- I informed the card holder of their current balance and would assist with applying payments
- Anything having to do with address change or account assistance in general
- We were the center of the customers needs.
Agent/Customer Service
NORC at the University of Chicago
10.2018 - 01.2019
- I worked for the centers for disease control and prevention
- I was an outbound caller and my job was to probe the Respondent to answer questions having to do with childhood vaccinations
- (We would ask questions regarding medical history, who their provider is ETC.) It was a survey we conducted to obtain medical documents for further studies
- Little to no success on these outbound calls, as we were asking personal questions and requesting medical history on people's children.
Education
Campus High School Haysville
Wichita, KS05.2018
Skills
- Customer service
- Sales Experience
- Insurance Verification
- Sales
- Inside sales
- Communication skills
- Organizational skills
- Microsoft Office
- Computer skills
- Account management
- Microsoft Excel
- Negotiation
- Phone etiquette
- Time management
- Microsoft Word
- Customer Relationship Building
- Objection handling
- Closing Techniques
- Upselling and Cross Selling
- Customer Service
- Attention to Detail
- Cheerful and energetic
- Exceptional customer service
- Driven
- Product Knowledge
- Superior organizational skills
- Payment Processing
- Issue Resolution
- Email and Phone Etiquette
- Sales closing
- Processing payments
- Account Servicing
- Contract Negotiation
Certification
Driver's License
Assessments
- Customer focus & orientation, Proficient, 02/01/24, Responding to customer situations with sensitivity
- Typing, Proficient, 04/01/22, Transcribing text
- Sales skills, Proficient, 02/01/24, Influencing and negotiating with customers
- Verbal communication, Proficient, 02/01/24, Speaking clearly, correctly, and concisely
- Customer service, Proficient, 08/01/20, Identifying and resolving common customer issues
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
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Timeline
Inside Sales Specialist
Santanna Energy Services
12.2020 - 02.2024
Receptionist
Icteeth pediatric dentistry
03.2020 - 05.2020
Customer Service Representative
Five Star Call Centers
12.2019 - 11.2020
Call center Representative
Faneuil
07.2019 - 11.2019
Account Specialist
Concentrix
03.2019 - 09.2019
Agent/Customer Service
NORC at the University of Chicago
10.2018 - 01.2019
Campus High School Haysville
Driver's License
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