Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
Generic

Laniya Marcellus

Delray Beach,FL

Summary

Proactive Call Center Representative with extensive experience in managing high call volumes and providing exceptional customer support. Skilled in handling escalated calls, mastering multiple software systems, and generating sales opportunities through upselling and cross-selling techniques. Strong problem-solving abilities and excellent verbal and written communication skills contribute to consistently exceeding quotas and enhancing client satisfaction.


Overview

4
4
years of professional experience

Work History

Call Center Representative

Cooper Orthodontics. Theme
07.2022 - 10.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Sales Representative

Aeropostale
02.2021 - 05.2022
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.

Education

High School Diploma -

Park Vista Community High School
Lake Worth, FL
05-2022

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Verbal and written communication
  • Inbound phone calls

Languages

Haitian Creole
Native or Bilingual

Interests

  • Engaging in food photography and sharing culinary creations on social media
  • Participating in cooking contests and challenges to showcase culinary skills and creativity
  • Documenting and sharing travel experiences
  • Youth Development Programs

Timeline

Call Center Representative

Cooper Orthodontics. Theme
07.2022 - 10.2024

Sales Representative

Aeropostale
02.2021 - 05.2022

High School Diploma -

Park Vista Community High School

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Laniya Marcellus