Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Lesa Russell

4812 Acorn dr. ,Crestview

Summary

Highly creative self-motivated professional with over 15 years experience in telephone customer service, including sales, tech support, and customer care. Achieved several prestigious awards for Outstanding Performance and Top Sales Performance. Ability to conceptualize and generate new ideas, analyze problems, and develop effective solutions. Goal-driven, award-winning account manager with a proven track in client relationships management and revenue growth. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Dovenmuehle Mortgage Inc.
10.2022 - 02.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times. Managed approximately 55 incoming calls per day.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Inbound Sales Representative

Sparklite/ New Wave
06.2017 - 09.2022
  • Identify sales opportunities whenever possible
  • Consistently achieve high sales with close ratio over 60%
  • Managed high call volume efficiently, maintaining a professional demeanor under pressure.
  • Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
  • Increased product knowledge through continuous training, resulting in improved sales performance.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Enhanced the customer experience by providing personalized solutions tailored to individual needs.

Office Manager

JT Autoglass
02.2014 - 01.2016
  • Work efficiently and friendly with customers
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.

Education

Bachelor of Science in Business, Gen/201, Humanity/115, English/200, Sociology/110, Environmental/100T, Communication/110, Management/230 -

University of Phoenix
Online
01.2024

Skills

  • Excellent management abilities
  • Outstanding social skills
  • Able to work well with others
  • Strong drive to achieve goals
  • Complaint Resolution
  • Product Knowledge
  • Call Management
  • Appointment Scheduling
  • Knowledge of Microsoft office 365 & Google workspace

Timeline

Customer Service Representative

Dovenmuehle Mortgage Inc.
10.2022 - 02.2024

Inbound Sales Representative

Sparklite/ New Wave
06.2017 - 09.2022

Office Manager

JT Autoglass
02.2014 - 01.2016

Bachelor of Science in Business, Gen/201, Humanity/115, English/200, Sociology/110, Environmental/100T, Communication/110, Management/230 -

University of Phoenix

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Lesa Russell