Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Felicia Ivory

Felicia Ivory

Memphis,TN

Summary

I'm a energetic Sales Representative offering demonstrated success identifying prospects and converting leads into customers,I have effective communication skills and offer strong relationships building and problem-solving abilities. I'm a very hard worker, enthusiastic about learning new skills to contribute to my success.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Call Center Agent

LiveOps
09.2017 - Current
  • Escalated and managed customer issues related to account records, data input
  • Achieved an average of 95% customer satisfaction and maintained a 97% customer satisfaction survey rating
  • Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport, and phone behavior
  • Communicate in writing to complete paperwork and detailed reports regarding incidents
  • Properly direct inbound calls to improve call flow
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Sales Associate

Nordstrom
07.2015 - 09.2017
  • Calmly manage and resolve customer situations during shopping and checkout
  • Drove financial performance of assigned area by ensuring sales and profit goals were achieved
  • Improved customer experience by redesigning store projects on a weekly basis
  • Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses.

Sales Agent

Central Payment
05.2014 - 07.2015
  • Develops new prospects and call existing clients to increase sales of the Company product and services
  • I review customer merchant card statements and suggest products that meet the client’s needs.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

Education

High School Diploma -

Southside High School
1880 Prospect
06.1987

Skills

  • Customer Support
  • AHT, QA, CSAT
  • Agent Support
  • Payment Processing
  • Inbound Support
  • Technical Support
  • Problem-Solving Skills
  • Quality Assurance
  • Sales Quota Achievement
  • Understanding Customer Needs
  • Insurance Procedures

Certification

  • Licensed - To sell Life insurance

Timeline

Call Center Agent

LiveOps
09.2017 - Current

Sales Associate

Nordstrom
07.2015 - 09.2017

Sales Agent

Central Payment
05.2014 - 07.2015

High School Diploma -

Southside High School

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Felicia Ivory