Kisha Manlove
Bear,DE
Summary
Focused sales professional highly effective in establishing and maintaining relationships with potential and existing clients. Extremely motivated and ambitious.
Overview
20
20
years of professional experience
Work History
Quality Analyst
Connect America
Glen Mills , PA
06.2017 - Current
Observe calls, using real-time and recorded calls and email interactions. Provide evaluations of
each interaction to ensure our customers are receiving the best experience. Use forward-
thinking attitude and mindset to make suggestions for process, procedure, and behavioral
improvements to continuously enhance the customer experience. Process and analyze system
reports to identify trends, patterns, or policy/process variations that could impact customer
experience. Participate and contribute in weekly QA meetings and calibrations, with a positive
attitude and high energy. Support and help facilitate changes to policies, training materials, and
other documents for internal knowledge base. Quickly investigates any negative customer
surveys/feedback regarding the CARE team to verify findings and escalate appropriately.
Conduct weekly customer interaction related evaluations of agents and assist in reviewing,
identifying, planning training needs. Assist in analyzing call performance trends, maintain daily,
weekly and monthly reports and ensure quality assurance standards are being met. Inform
management of new ways to improve. Assist Sales Admin throughout the day
Conduct presentations for metrics i am assigned.
Conduct presentations for metrics i am assigned.
Quality Assurance Representative
SPI/American Express
Bear, Delaware
05.2016 - 06.2017
Quality Assurance Field Representative to become an authorized agent for a Fortune 100 company that is one of
the most respected financial services companies in the world. I was responsible for B2B auditing of small
business accounts to ensure quality assurance in a designated territory within the Greater Metropolitan area.
As a Quality Assurance Representative, I was using consultative customer service and sales techniques to audit
small businesses for compliance, communications from payment processors, and awareness of new program
initiatives they were signed up with there processor and get them to place signage to let there customers know they can use there American Express at there business. Had be comfortable and efficient in territory management, productivity metrics and accountability,
and CRM activity tracking and documentation.
Senior Customer Service Representative
Bank of America Newark Campus (Corporate)
Newark, DE
08.2015 - 05.2016
I worked inbound collections role i had to collect on deposit account and credit card. This role can work
on the last stage of delinquency and requires guidance on non routine situations. Primary responsibilities
are collections, customer servicing, submitting payment arrangements request and other loss mitigation and
recovery activities. Contact delinquent, charge-off, or high risk customers in order to secure payment and
determine reason for delinquency on the charge off deposit account out credit card account. We work with
collecting the balance our set up a payment arrangement to be set up in a time frame. Navigates a computerized
data entry system and other relevant applications while staying within regulatory and compliance guidelines
within collections.
Customer Retention Specialist
Comcast
New Castle, DE
03.2001 - 05.2014
Responsibility was to retain existing customer base by using active listening,
empathy, and assuming ownership of customer issues through resolution to
prevent voluntary disconnects caused by issues such as move
requests/transfer service price/value concerns, technical issues, and
change of ownership.
- Effectively communicates a professional sense of urgency, with various
departments, in an effort to rectify customer issues.
- Minimizes churn by strategically offering product bundles and price
points that meet the customers' budget needs and business applications
needs and expands their product mix with Comcast.
- Supports Comcast Business Services in their efforts to prevent non-pay
disconnects by contacting delinquent customers to assist in resolving
their billing issues, assuring payment and continuity of services.
- Proactively encourages retention by contacting clients at various high
propensity churn points in their life cycle (i.e. 3-6 months prior to
contract expiration, after successive service calls, etc.) to assure
customer satisfaction and to re-contract and extend our customer
relationships where appropriate. Presents products/services in a
courteous and sincere manner and adding solutions required.
- Meets or exceeds budgeted retention goals for all product lines.
- Communicates competitive offers to customers.
- Demonstrates proficiency in explaining technical issues of all product
lines.
- Shares successes and new ideas with team members in order to achieve
both individual and team goals.
Education
High School Diploma -
Cab Calloway School of the Arts
Wilmington, DE2000
Skills
- Quick learner
- Strategic sales knowledge
- Training development aptitude
- Microsoft Excel, Word, and Office
- Persuasive negotiator
- Creative problem solver
- Excellent Communication and interpersonal skills
- Salesforce
- Self-motivated
- Detail-oriented
- Adept multi-tasker
Timeline
Quality Analyst
Connect America
06.2017 - Current
Quality Assurance Representative
SPI/American Express
05.2016 - 06.2017
Senior Customer Service Representative
Bank of America Newark Campus (Corporate)
08.2015 - 05.2016
Customer Retention Specialist
Comcast
03.2001 - 05.2014
High School Diploma -
Cab Calloway School of the Arts
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