Summary
Overview
Work History
Education
Skills
Interests
Timeline
background-images

Eunice Clark

Guntersville,AL

Summary

Dynamic customer service professional with extensive experience at DIRECTV, excelling in issue resolution and sales expertise. Proven track record of enhancing customer satisfaction through active listening and effective communication. Skilled in upselling and product education, consistently achieving sales quotas while maintaining a calm demeanor under pressure.

Overview

20
20
years of professional experience

Work History

Work From Home Agent

DIRECTV
03.2020 - Current


  • Active listening and asking discovery questions to ensure the right solutions are provided to the customers.
  • Clarified customer issues and determined the root cause of problems to solve.
  • Maintained updated knowledge of new Directv products and service changes.
  • Promoted Excellent customer service by addressing concerns while demonstrating empathy and resolving problems quickly.
  • Tool usage to take necessary steps to provide customers with correct information.
  • Ask open ended questions to uncover the right products or services for customers.
  • Building value when offering customers products and services.
  • Provides necessary disclosures.
  • Educate customers on any changes to their services, including prorated charges and ensure they have a full understanding of their next bill.


Chat Support Representative

DIRECTV
01.2017 - Current
  • Delivered prompt, accurate responses to customer inquiries via chat platforms.
  • Assisted in troubleshooting technical issues within customer accounts, enhancing user experience.
  • Collaborated with team members to develop best practices for chat support efficiency.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
  • Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
  • Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
  • Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
  • Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
  • Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sales Associate

DIRECTV
02.2014 - Current
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Customize my solution to align with customer's needs.
  • Provide necessary disclaimers and disclosures.
  • Ensure customers have a full understanding of the sale including monthly pricing, duration of a promotion, expiration of a promotion, next bill , prorated charges, installation fees, promotion roll offs and agreement information.
  • Ask permission for the sale.
  • Overcoming customer objections and tie fabs to wins to gain agreement/ sale.

Loyalty Specialist

DIRECTV
08.2005 - Current
  • Answered inbound customer queries to internal policies, meeting concerns and resolving questions.
  • Learned and utilized CRM tools to track customer interactions and feedback effectively.
  • Engaged with customers to resolve inquiries related to loyalty program benefits and features.
  • Identified opportunities for upselling by understanding individual customer needs, boosting revenue generation efforts.
  • Resolved escalated issues promptly and effectively, maintaining high levels of trust among valued customers.
  • Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.

Education

No Degree - Computer Science

Rose State College
Oklahoma City, OK

High School Diploma -

Highlands High School
San Antonio, TX
06-1992

Skills

  • Understanding customer needs
  • Professional telephone demeanor
  • Issue and complaint resolution
  • Sales expertise
  • Product knowledge
  • Sales closing
  • Product education
  • Sales quota achievement
  • Sales and upselling
  • Goal oriented
  • Calm and professional under pressure
  • Order processing

Interests

  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Road Trips
  • Crafting and DIY Projects
  • Cooking
  • Baking
  • Learning new cooking techniques and expanding my culinary skills
  • I like trying new recipes and food trends
  • Video Gaming

Timeline

Work From Home Agent

DIRECTV
03.2020 - Current

Chat Support Representative

DIRECTV
01.2017 - Current

Sales Associate

DIRECTV
02.2014 - Current

Loyalty Specialist

DIRECTV
08.2005 - Current

No Degree - Computer Science

Rose State College

High School Diploma -

Highlands High School

Similar Profiles

CREATE PROFILE
Eunice Clark