Fay Huckle

Summary

Frequently Recognized For Sales Achievements In Current Role. Top 5 In Biweekly Leaderboard for upsell, Cross Sell & Total Revenue. Recognized for creativity and resourcefulness in meeting and exceeding sales, revenue and profit goals.

Overview

21

years of professional experience

1

Certification

Work History

Sales Representative

Mountain Valley Integrated Solutions

Plattsburgh, NY

06.2021 - Current

Utilize appropriate sale scripts
Remote Work from Home - Inbound Sales & Customer Service Representative
Identify callers wants, needs and individual why "Hot Button"
Utilize appropriate open ended questions
Offer product benefits
Apply necessary "Tie Down" statements to prime for Close of Sale
Maximize Sales by Building Value
Bundle Upsell and Cross Sell items
Gauge customer by-in prior to first close attempt
Rebuild value as necessary
Use of appropriate "Rebuttal statements" before 2nd and 3rd Close attempts
Strive to engage customer in order to Exceed Client & Customer
Expectational
Customer Service Calls
Hourly Rate with Commission & Bonus.
Increased sales by offering advice on purchases and promoting additional products.
Achieved monthly sales goals by promoting product benefits and enrolling new clients.
Retained excellent client satisfaction ratings through outstanding service delivery.
Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
Expanded customer base and boosted profit within product line.
Exceeded goals for new accounts in single sales cycle.
Excellent communication skills, both verbal and written.
Strengthened communication skills through regular interactions with others.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked well in a team setting, providing support and guidance.
Proven ability to learn quickly and adapt to new situations.
Self-motivated, with a strong sense of personal responsibility.
Skilled at working independently and collaboratively in a team environment.
Passionate about learning and committed to continual improvement.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Worked flexible hours across night, weekend and holiday shifts.
Identified issues, analyzed information and provided solutions to problems.
Cultivated interpersonal skills by building positive relationships with others.

Customer Service Representative/Call Center

Convergys

07.2017 - 01.2018

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Documented and detailed calls and complaints using call center's CRM database.
Resolved concerns with products or services to help with retention and drive sales.

Supervisor

CapTel

01.2016 - 10.2016

Conduct Interviews
Participate in Employee Training & Onboarding
Manage Daily Attendance & Scheduling
Deliver Employee Performance Feedback, Improvement Plans
Maintain accurate records and delivery of employee write ups and terminations
Attend Daily, Weekly, Monthly site Manager Meetings
Familiar with software tools such as Dragon, Ops Monitor
Call Take Over and Sup Call processes including Hardware Troubleshooting
Comfortable with RQM Call Monitor Scoring and Feedback
Recent experienced gain with IEX Scheduling Software
Regularly Close Call Center Floor after 11pm.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Evaluated employee performance and coached and trained to improve weak areas.
Maintained compliance with company policies, objectives and communication goals.
Worked with management team to implement proper division of responsibilities.
Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Interviewed, hired and trained new employees for production positions.

Captioning Assistant

CapTel

01.2016 - 05.2016

Efficiently and accurately, caption verbatim conversation between the hard of hearing and hearingcommunity
Utilizing a combination of skills such as re-voicing, utilizing on screen macros and insertion of specificwords in order to best provide a seamless experience for our clients
Agent In Charge
Continuously strive to interact and build rapport as both a peer and leader with all
CAS, AICs, Members of Training, and Leadership within the company.

Operations Team Manager, Technical Support

Stream International

01.2005 - 01.2012

Provide 90 Day and Annual Performance Reviews
Meet daily with individual staff and management
Provide weekly and monthly quality coaching as well as employee evaluations
Participate/Monitor employee entry process; Participate and monitor employee training
Enforcing attendance policy; Process exit interviews and terminations
Accountability Manager in charge of ensuring account KPI adherence Provide present to Business
Manager & Client
Recommend Solutions to challenges
Monitor daily attendance & break adherence
Monitor staffing needs soliciting overtime and voluntary time off
Monitor and process payroll for 100-150 employees
Directly responsible for productivity and successful metrics for 30-35 employees
Attend and Chair Team Manager and Performance Improvement Meetings / Projects
Translated complex technical issues into digestible language for non-technical users.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Used ticketing systems to manage and process support actions and requests.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Submitted service tickets for equipment maintenance requests.
Integrated Salesforce CRM and other customer relationship management software into support operations.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.

Senior Support

Stream International

01.2004 - 01.2005

Monitored sales rate and revenue generation for assigned client
Scheduled and chaired employee & peer meetings, iclient advocacy,
Train and mentor Support Professionals
Monitor communication between Customer and Client

Technical Support / Customer Service Representative

Solectron

01.2003 - 01.2004

Input customer orders into computer
Record and Verify Customer Information
Assist with installation and activation of customer product
Provide Tier 1 Customer Service / Technical Support via phone and email

Education

High - Business Administration And Management

SUNY Jefferson/Potsdam For Business Admi

4.5 GPA
English Honors
Relevant Coursework: [Subject] & [Subject]
President's List 2013

Skills

Customer Service
Call Center
Transcription
Video Captioning
Captioning Live Calls
Supervisor Calls
Technical Support
Troubleshooting
Team Management
Microsoft Windows
Salesforce
Operating System

Typing 65 WPM
Sales
Microsoft Excel, Word, PowerPoint
Leadership
Communication & Organizational Skills
Marketing
Administrative Experience
Clerical experience
Inside sales
Data management
Salesforce 201 Certified 2012 to 2013

Work Availability

monday

tuesday

wednesday

thursday

friday

saturday

sunday

morning

afternoon

evening

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Timeline

Sales Representative - Mountain Valley Integrated Solutions

06.2021 - Current

Customer Service Representative/Call Center - Convergys

07.2017 - 01.2018

Supervisor - CapTel

01.2016 - 10.2016

Captioning Assistant - CapTel

01.2016 - 05.2016

Operations Team Manager, Technical Support - Stream International

01.2005 - 01.2012

Senior Support - Stream International

01.2004 - 01.2005

Technical Support / Customer Service Representative - Solectron

01.2003 - 01.2004

SUNY Jefferson/Potsdam For Business Admi - High, Business Administration And Management