Felicia Brown
Cincinnati,OH
Summary
Dynamic Call Center Sales Representative with proven success at Lowe's, enhancing customer satisfaction through effective communication and problem-solving. Skilled in CRM software and building rapport, I consistently reduced call times while fostering long-term relationships, demonstrating a goal-oriented mindset and strong multitasking abilities.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Call Center Sales Representative
Lowe's
Indianapolis, IN
05.2020 - 10.2023
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
- Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
- Developed extensive knowledge of products and services to better assist customers.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
Associate
Weaver Popcorn R&D Center
Whitestown, IN
09.2019 - 04.2020
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Increased sales by customizing pitches to address specific client needs and concerns.
- Used in-store system to locate inventory and place special orders for customers.
- Wrapped, boxed and weighed bakery department products.
Associate
MKM Distributors
Indianapolis, IN
01.2016 - 08.2019
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Optimized inventory management to reduce overhead costs, employing advanced forecasting techniques.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Used in-store system to locate inventory and place special orders for customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Analyzed customer data to identify trends and anticipate customer needs.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
Night Shift Manager
Pizza Hut
Indianapolis, IN
02.2015 - 01.2017
- Prepared materials for following shift.
- Ran nightly reports closing out various accounts and detailing daily activities.
- Achieved consistent compliance with company standards, adhering to local regulations governing nighttime business operations.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Trained back-up associates and led crew members in managing operations of storefront.
- Oversaw restocking of supplies and other functions to prepare for daytime business.
- Completed routine store inventories.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Created nightly shift task lists to assign duties to each employee.
- Processed customer orders quickly and accurately to meet dispatch targets.
- Coordinated vendor and supplier activity for timely delivery of products and services.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Associate
Value World
Indianapolis, IN
02.2013 - 01.2015
- Reduced employee turnover by developing comprehensive employee engagement program.
- Enhanced brand visibility, orchestrating participation in industry events and conferences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma -
Queen City Professional Center
Cincinnati, OH05-2024
Skills
- Goal-oriented mindset
- Stress tolerance
- Building rapport
- CRM software
- Performance tracking
- Industry awareness
- Pricing data
- Service descriptions
- Marketing strategies
- Positive attitude
- Outbound and inbound calls
- Call management
- Script reading
- Problem-solving
- Time management
- Multitasking Abilities
- Reliability
- Team leadership
- Active listening
- Effective communication
- Goal driven
- Order taking
- Flexible schedule
- Data entry
- Microsoft office
- Self motivation
- Product knowledge
- Payment processing
- Production
- Multi-line telephone systems
- Account management
- Call center customer service
Certification
*Licensed welder {4years}
*licensed forklift {4years}
*OSHA
Timeline
Call Center Sales Representative
Lowe's
05.2020 - 10.2023
Associate
Weaver Popcorn R&D Center
09.2019 - 04.2020
Associate
MKM Distributors
01.2016 - 08.2019
Night Shift Manager
Pizza Hut
02.2015 - 01.2017
Associate
Value World
02.2013 - 01.2015
High School Diploma -
Queen City Professional Center