Latoya Neally
Ocean Springs,MS
Summary
Highly professional with great creative and interpersonal abilities. Powerful telephone skills and performance in high-volume environment. Friendly, persistent and skilled in overcoming objections to close sales.
Overview
4
4
years of professional experience
Work History
Outbound Telesales Representative
Xfinity Comcast
Ocean Springs, MS
03.2023 - Current
- Makes outbound calls to existing customers to sell products such as High Speed Internet, CDV, or Video service as well as displays a strong on focus on goal achievement and results.
- Generates prospective customers through cold calling and closes sales generated by cold calling by displaying excellent verbal and written skills
- Qualifies and follows up with sales leads
- Keeps up-to-date with industry knowledge, as well as the competitive posture of the Company
- Maintains a thorough knowledge of Company products/services
- Informs customers of new services available
- Contacts customers to check quality of services, to discuss past due bills, or to verify installation dates
- Demonstrates strong influencing skills with customers, influencing them to purchase products and services
- Manages customer interactions by resolving issues and managing communication
- Monitor live and recorded calls, identify performance and if change is needed
- Coach team members where they can improve, resolve day to day issues and provide leadership and answer questions, train new employees to make sure performance and quality are met
- Evaluate and provide feedback, mentor and motivate the team to provide the best customer service while improving call quality and performance metrics
- Resolve worker issues or submit to the supervisor for appropriate action
- Conduct meetings to make sure accurate and timely communication to and from the team, participate in quality calibration, lead huddles of 16 or more for ENPS and Your Voice, First call resolution, Call time, UpSelling, Product Knowledge
Inbound Customer Service Sales Representative
AT&T
Ocean Springs, MS
03.2022 - 02.2023
- Maintain up-to-date knowledge about ATT products and services
- Respond to customer inquiries about ATT services, equipment, promotions, roaming and billings
- Enhance customer retention and satisfaction by providing outstanding and prompt customer services
- Take customer calls and complete service orders
- Understand customer needs and recommend appropriate products and rate plans
- Develop innovative ways to sell ATT products and services to customers
- Handle customer requests for payments, activations, upgrades and other services
- Address and resolve customer concerns promptly
- Handle large volumes of customer calls efficiently
- Work with other departments to locate and resolve advanced problems
- Document details of the customer interaction into OPUS or Telegence while on the phone with the customer.
Store Manager
Hibbett Sports
Ocean Springs, MS
09.2020 - 01.2023
- Manage and control the assets of Hibbett I City Gear by managing their designated store
- Directs and oversees entire sales efforts in the store
- Constantly and consistently acquainted with all aspects of the store including sales statistics, inventory and expenses that together produce profit
- Consults and collaborates with District Sales Manager as needed in establishing and enforcing policies, goals, and procedures
- Scheduling, recruiting, training and evaluation
Education
Associate of Arts - Culinary Arts
Auguste Escoffier, School of Culinary
Dallas, TX08.2017
Associate of Science - Criminal Justice
Eastfield College
Mesquite, TX08.2014
High School Diploma -
Horace Mann High
Gary, IN05-2000
Skills
- Service Sales
- Cold-calling
- Call Management
- Goal-Oriented
- Follow-up calls
- CRM Software
- Coaching and Mentoring
- Team motivation
- Active Listening
- Quality Control
Accomplishments
- Elite Bronze
- Elite Gold
- eNPS Ambassador
Timeline
Outbound Telesales Representative
Xfinity Comcast
03.2023 - Current
Inbound Customer Service Sales Representative
AT&T
03.2022 - 02.2023
Store Manager
Hibbett Sports
09.2020 - 01.2023
Associate of Arts - Culinary Arts
Auguste Escoffier, School of Culinary
Associate of Science - Criminal Justice
Eastfield College
High School Diploma -
Horace Mann High