Isiah Hagins
Spectrum
Tampa,FL
16
years of professional experience
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Work History
Sales Representative
5 Years- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales transactions.
- Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques.
- Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.
- Effectively and efficiently sell products and services to prospective customers and maximize additional revenue from existing customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
- Ability to learn and master order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as they relate to the inbound sales function.
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing and prospective customers.
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services. Promote and communicate current marketing campaigns and promotions.
- Work with other departments, as necessary, to resolve customer issues.
- Perform other duties as required by supervisor.
Patient Support
1 Year 2 Months- Handle inbound and outbound calls from patients, physicians and referral sources to ensure patient satisfaction, troubleshoot new and existing patient concerns, add services, verify and explain insurance coverage to patients, educate patient on use of supplies, and obtain verbal authorization for shipments
- Assess patients’ needs and coordinates with physicians’ orders and insurance plans
- Achieve stated revenue goals, production, and performance objectives
- Escalate recurring problem accounts, physician groups, or other trends to the management appropriately and in a timely manner
- Maintain advanced knowledge of specialty and ancillary products to answer patient questions and assist with accurately processing complex orders, including out-of-stock items, exchanges and returns
- Always maintain a high degree of confidentiality due to access to sensitive information
- Maintain regular, predictable, consistent attendance and is flexible to meet the needs of the department
- Follow all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
- Abide by all regulations, policies, procedures and standard
Customer Experience Specialist
1 Year 10 Months- Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules.
- Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.
- Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
- Begins to act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.
- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
- Educates and promotes self service options.
- Fundamental understanding of competitive environment and begins to position Comcast’s products positively to our customers.
- Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance metrics.
- Works independently, and seeks Supervisor support when necessary.
- Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
Package Handler
2 Years 1 Month- Ensures the use of safety procedures when handling packages. Load/unload aircraft containers and company vehicles in a safe and efficient manner. Ensures all cargo is properly secured.
- Locates sorting information on packages. Using phaser/cosmos trackers, scans and sorts packages according to service type and destination, in compliance with established procedures.
- Scans packages according to prescribed procedures. Remains current on phaser/cosmos tracking methods and shipping requirements as needed.
- Completes systematic transactions such as: stocking, receiving, transfers, returns, etc. when assigned to stock supply area. When in stock supply: maintains inventory of personal uniforms and safety equipment in accordance with corporate standards.
- Scans materials for system records match, packaging and obvious physical damage/defects, following established policies/procedures for disposition if required. Performs inventory stock audits when assigned to stock supply area.
- Manual secondary: manually sorts packages/documents to appropriate slide, line, belt and/or container for final distribution.
- Cleans company vehicles, repair and paint drop boxes to ensure compliance with corporate appearance standards.
Ticket Researcher
11 Months- Review tickets for conflict with facilities by using prints, Google maps and ticket text.
- Assess tickets for risk of possible damages.
- Determine if researched tickets conflict with existing facilities.
- Bill no conflict tickets.
- Basic computer skills.
- CAD reading
- Ability to analyze data.
- Ability to focus on details.
- Strong knowledge of Microsoft office and Google mapping applications.
- Proficient with or ability to learn electronic customers records in multiple markets.
- Organizational skills
Surveying Technician
11 Months- Maintain equipment and vehicles used by surveying crews.
- Visit sites to record survey measurements and other descriptive data
- Adjust and operate surveying instruments such as prisms, theodolites, and electronic distance-measuring equipment.
- Operate surveying instruments, such as electronic distance-measuring equipment, to collect data on a location
- Search for section corners, property irons, and survey points.
- Record survey measurements and descriptive data using notes, drawings, sketches, and inked tracings.
- Collect information needed to carry out new surveys using source maps, previous survey data, photographs, computer records, and other relevant information.
- Enter the data from surveying instruments into computers, either in the field or in an office
- Compare survey computations with applicable standards to determine adequacy of data.
- Run rods for benches and cross-section elevations.
Surveying Technician
2 Years- Maintain equipment and vehicles used by surveying crews.
- Visit sites to record survey measurements and other descriptive data
- Adjust and operate surveying instruments such as prisms, theodolites, and electronic distance-measuring equipment.
- Operate surveying instruments, such as electronic distance-measuring equipment, to collect data on a location
- Search for section corners, property irons, and survey points.
- Record survey measurements and descriptive data using notes, drawings, sketches, and inked tracings.
- Collect information needed to carry out new surveys using source maps, previous survey data, photographs, computer records, and other relevant information.
- Enter the data from surveying instruments into computers, either in the field or in an office
- Compare survey computations with applicable standards to determine adequacy of data.
- Run rods for benches and cross-section elevations.
Sales Associate
3 Years 6 Months- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales transactions.
- Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques.
- Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.
- Effectively and efficiently sell products and services to prospective customers and maximize additional revenue from existing customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
- Ability to learn and master order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as they relate to the inbound sales function.
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing and prospective customers.
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services. Promote and communicate current marketing campaigns and promotions.
- Work with other departments, as necessary, to resolve customer issues.
- Perform other duties as required by supervisor.
Education
Bachelor of Science - Criminal Justice
Skills
Customer inquiry handling
Teamwork
Task prioritization
Computer literacy
Motivation
Reliability
Team leadership
Attention to detail
Complex Problem-solving
Product and service knowledge
Customer relationship building
Interpersonal communication skills
Additional Information
- Authorized to work in the US for any employer
- Microsoft Office Experience
- Great Learner
- Excellent Communicator
- Capable of working with or without others
Timeline
Sales Representative
Spectrum
04.2021 - 04.2026Read More
Patient Support
CCS Medical
02.2020 - 04.2021Read More
Customer Experience Specialist
Comcast
12.2017 - 10.2019Read More
Ticket Researcher
USIC, LLC
10.2016 - 09.2017Read More
Package Handler
FEDEX
02.2016 - 03.2018Read More
Surveying Technician
NORTHWEST ENGINEERING INC
10.2015 - 09.2016Read More
Surveying Technician
HAMILTON CIVIL ENGINEERING AND SURVEYING
10.2013 - 10.2015Read More
Sales Associate
K MART
02.2010 - 08.2013Read More
FLORIDA AGRICULTURAL AND MECHANICAL UNIVERSITY
Bachelor of Science from Criminal Justice
Read More