Summary
Overview
Work History
Education
Skills
Timeline
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HARMONY SASSER

Greensboro,NC

Summary

Experienced in sales and customer service, I aim to utilize my diverse skill set at Truist. My background includes a decade of expertise in Quality Assurance, Direct Sales, Sales Management, Technical Repair, and Customer Service. Throughout my career, I have been entrusted with monitoring and improving quality performance for Fortune 500 clients. This has provided me with a thorough understanding of compliance, integrity, and exceptional management standards.

Overview

11
11
years of professional experience

Work History

Customer Service Supervisor

Charter Communications
01.2018 - Current
  • Excelled at previous roles allowing for multiple promotions and departmental experience throughout the company.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Enhanced team productivity through regular coaching, feedback, team meetings, and performance evaluations.
  • Assessed team performance through regular reporting to upper management, identifying opportunities for further skill development and training initiatives.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Maintained accurate records for employees under my team regarding, payroll, weekly coaching's, attendances, and corrective actions.

Outbound Telemarketing Supervisor

Empereon Marketing
10.2013 - 11.2017
  • Worked upward through the company and obtained experience with data entry, quality assurance, customer service, sales, and sales management.
  • Responsible for the management and performance of upward of twenty-five individuals and one supervisor.
  • Monitored compliance standards and employee knowledge/engagement while consistently driving performance to attain goals.
  • Gauged employee performance by coaching and providing constructive guidance to allow them to reach their potential on the job.
  • De-escalated calls by actively listening, remaining calm, and positioning correct resolution to ensure a positive outcome for both the customer and the company.
  • Increased sales conversion rates by developing targeted call scripts and product knowledge resources for agents.

Cashier

Moore's Hardware And Building Supplies
05.2013 - 10.2013
  • Face of this retail establishment, ensuring excellent and knowledge driven customer service was available to every customer I interacted with
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies

Education

High School Diploma -

Susitna Valley High School
Talkeetna, AK
2013

Skills

  • Team Building and Leadership
  • Time Management
  • Billing and Order Entry
  • Customer Service
  • Driving Quality and Efficiency
  • Technical Support
  • Report Preparation
  • Quick Learner
  • Professional Telephone Demeanor
  • Customer De-escalation

Timeline

Customer Service Supervisor

Charter Communications
01.2018 - Current

Outbound Telemarketing Supervisor

Empereon Marketing
10.2013 - 11.2017

Cashier

Moore's Hardware And Building Supplies
05.2013 - 10.2013

High School Diploma -

Susitna Valley High School

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HARMONY SASSER