Ivory Thompson
Sales/Service
Hanover Park,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the sales and service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Commonwealth Edison Company
Oakbrook Terrace, IL
05.2020 - 11.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with up to 300 calls in queue per minute.
- Entered customer interaction details in CIMS to track requests, document problems and record solutions offered.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Resolved customer complaints and addressed emergency requests and needs.
Inside Sales Representative
Telecom Brokerage Inc.
Chicago, IL
10.2019 - 05.2020
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Answered customers' questions regarding products, prices and availability.
- Emphasized product features based on analysis of customers' needs.
- Wrote sales contracts for orders obtained and submitted orders for processing.
- Utilized digital and telephone approaches to generate sales leads.
- Converted average of 10 leads into paying customers per month.
Customer Solutions Consultant
AT&T
Chicago, IL
11.2008 - 10.2019
- Used consultative sales approach to understand and meet customer needs.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
- Used CRM to maintain company database with essential account and sales information.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Achieved sales goals of 120% and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
Department Manager
Home Depot
Vernon Hills, IL
08.2004 - 08.2007
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 93%.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Developed and implemented plans to maximize sales and meet or exceed goals and objectives.
Education
Applied Science
Southwestern Illinois College
2005
Skills
- Sales expertise
- Complaint resolution
- Inbound and Outbound Calling
- Professional telephone demeanor
- Account management
- Creative problem solving
- CRM
- Strategic sales knowledge
- Customer Service
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 10 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Additional Information
- United States Navy Veteran
Timeline
Customer Service Representative
Commonwealth Edison Company
05.2020 - 11.2020
Inside Sales Representative
Telecom Brokerage Inc.
10.2019 - 05.2020
Customer Solutions Consultant
AT&T
11.2008 - 10.2019
Department Manager
Home Depot
08.2004 - 08.2007
Applied Science
Southwestern Illinois College