LILLIE Casteel
Canton,GA
Overview
30
30
years of professional experience
Work History
E-Commerce Customer Service Specialist
BellSouth Telecommunications
01.2002 - 05.2004
- Led efforts toward streamlining returns process making it more efficient and convenient for both customers and company.
Assistant Manager of Sales
BellSouth Telecommunications
08.1995 - 12.2001
- Enhanced customer experience by resolving any issues promptly and ensuring complete satisfaction throughout the entire sales process.
- Boosted sales revenue by identifying potential clients and presenting tailored solutions to their needs.
- Established strong relationships with key clients, securing repeat business and fostering long-term partnerships.
- Conducted regular performance reviews with team members, identifying areas for improvement and guiding them towards professional development opportunities.
- Managed a team of sales representatives, providing training and guidance for successful sales strategies.
- Supported staff with training, guidance and confident leadership.
- Developed targeted marketing campaigns that generated new leads and contributed to overall sales growth.
- Maintained open lines of communication between management, staff, and clients to ensure seamless service delivery.
Customer Service Representative
BellSouth Telecommunications
02.1982 - 08.1995
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Long Distance Operator
Southern Bell Telephone
06.1974 - 06.1982
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
- Consistently met or exceeded performance targets while maintaining strict adherence to health, safety, and environmental regulations.
Education
Associate Of Business Administration - Business Administration
Floyd Junior College
Rome, GABachelor Of Business Administration - Busimess
Pepperell High School
Lindale, GA06.1966
Skills
- Shipping procedures
- Complaint resolution
- Live chat support
- E-commerce Platforms
- Escalation management
- Salesforce Experience
- Appointment Scheduling
- Billing management
- File Maintenance
- Spreadsheet tracking
- Record preparation
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Calm Under Pressure
- Understanding Customer Needs
- Problem Resolution
- Relationship Building
- Customer Relations
- Microsoft Office
- Product Knowledge
- Work Prioritization
- Product and service knowledge
- Issue and Complaint Resolution
- Money handling abilities
- Quality Control
- Administrative and Office Support
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Data Confidentiality
- Inbound Call Management
- Order Fulfillment
- Policies and Procedures Adherence
- Sales and Upselling
- Customer Relationship Management (CRM)
- Product Sales
- Store maintenance
- Document and Records Management
- Order Processing
- Call Center Operations
- Sales expertise
- Process Improvement
- Account Management
- Call Documentation
- Transaction Processing
- Order and Refund Processing
- Employee Coaching
- Direct Sales
- Sales closing
- Business Development
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Multi-Line Phone Systems
- Report Preparation
- Staff education and training
- Product Recommendations
- Following scripts
- Multi-line phone talent
- Account Updates
- Remote Office Availability
- Project management abilities
- LiveChat Messaging
- Recordkeeping strengths
- Conflict Mediation
- Office equipment proficiency
- Brand representation
- Service Upselling
- Data Evaluation
- Quality Assurance Controls
- Order documentation
- Product Education
- Training development aptitude
- Salesforce CRM
- Report Generation
Accomplishments
When as customer service rep I always top in sales state wide. Consistently
Always in the top 10% of work force state wide and in more than 90% of the time was top in sales each month. Won many sales contest winning awards monthly. Unfortunately the rewards were vacations and trips. At the time
Monetary rewards were not given being a union run organization
Additional Information
Accomplishments as an assistant manager I had 25 sales service reps reporting directly To Me and my Group Consistently was tops or 2nd each month consistently in sales. Also the entire office consisted of over 90 sales reps and all escalations were handled through other departments and I received commendations from customers constantly
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Partime
I would prefer any hours between 7am to 12noon or evening 5pm to 9pm
Timeline
E-Commerce Customer Service Specialist
BellSouth Telecommunications
01.2002 - 05.2004
Assistant Manager of Sales
BellSouth Telecommunications
08.1995 - 12.2001
Customer Service Representative
BellSouth Telecommunications
02.1982 - 08.1995
Long Distance Operator
Southern Bell Telephone
06.1974 - 06.1982
Associate Of Business Administration - Business Administration
Floyd Junior College
Bachelor Of Business Administration - Busimess
Pepperell High School