Lelia Ballard
Houston,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CRH
08.2009 - 08.2014
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Promoted available products and services to customers during service, account management, and order calls
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Insurance Agent
AIG
08.2007 - 08.2009
- Maintained high standards of customer service by building relationships with clients
- Approached potential clients by using direct marketing mailings and phone contacts
- Determined client needs and financial situations by listening and scheduling fact-finding appointments
- Built relationships with clients using active listening and issue resolution to provide excellent service
- Generated leads through cold-calling, networking and other outreach methods
- Met with customers to provide information about available products and policies
- Negotiated contracts and terms of sale with potential customers
- Analyzed customer needs to provide customized insurance solutions.
Sales Consultant Representative/ Supervisor
Citibank
08.2004 - 08.2007
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages
- Retained excellent client satisfaction ratings through outstanding service delivery
- Developed and delivered engaging sales presentations to convey product benefits
- Trained and mentored new sales representatives
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations
- Developed and implemented marketing plans to increase brand awareness and drive sales
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions
- Engaged in friendly conversation with customer to better uncover individual needs
- Listened to customer needs and desires to identify and recommend optimal products
- Drove team revenue totals by bringing in top sales numbers.
Call Center Representative
Paviduti
08.1998 - 08.2004
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Created and maintained detailed database to develop promotional sales
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Delivered prompt service to prioritize customer needs
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
High School Incomplete - Fine Arts
High School Portugal
Skills
- Sales expertise
- Retention strategies
- Persuasive communication
- Problem solving strength
- Product demonstrations
- Client analysis
- Customer support
Certification
Life insurance License - AIG Life
Languages
Portuguese
Native or Bilingual
Timeline
Customer Service Representative
CRH
08.2009 - 08.2014
Insurance Agent
AIG
08.2007 - 08.2009
Sales Consultant Representative/ Supervisor
Citibank
08.2004 - 08.2007
Call Center Representative
Paviduti
08.1998 - 08.2004
High School Incomplete - Fine Arts
High School Portugal
Similar Profiles
Ciaran WalshCiaran Walsh
Security Analyst at CRHSecurity Analyst at CRH
Kevin KeatingKevin Keating
Senior Counsel Contracts & Procurement at CRHSenior Counsel Contracts & Procurement at CRH
Tanner RebizzoTanner Rebizzo
Heavy Equipment Operator at CRHHeavy Equipment Operator at CRH
Marie Magena SolageMarie Magena Solage
Assembly Operator at CRHAssembly Operator at CRH
Mikala JaramilloMikala Jaramillo
Software Engineer - Execute Trading Platform (Web Development) at JP MorganSoftware Engineer - Execute Trading Platform (Web Development) at JP Morgan