Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
Work History
Client Service Specialist
Ascensus College Savings
11.2021 - Current
- Management of the the Escalation department, handling complex customer issues and ensuring customer satisfaction
- Train new hires in customer service best practices and company procedures
- Serving as a member of the Special Handling department, assisting with customer accounts and addressing unique customer needs
- Provide peer coaching and feedback to colleagues to improve performance
- Created a bridge of success between our Escalation department and Escalation Representatives
- Place outbound calls to resolve issues with accounts not in good order in a high volume call center
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
Program Manager
Black Force Mechanics LLC
08.2020 - Current
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Interacted with customers and clients to identify business needs and requirements.
- Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Manage program budgets, consulting services, and client relationships
- Handle bookkeeping and data entry duties
- Manage appointment scheduling and inbound calls
- Process payments and create and deliver invoices
- Providing peer coaching and leadership values
- Created and presented data using MS Excel spreadsheets and other MS Office tools.
- Implemented and led meetings, opening up dialog with area managers to discuss Company practices and Security.
- Oversaw 3 projects each year from concept through final delivery.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors
- Identified system needs and designed processes to support business requirements.
- Developed and organized routine and special programming by factoring in slot timing, demographics and other important parameters.
Wireless Sales Expert
T-roc Wireless
06.2019 - 02.2020
- Participated in sales initiatives with promotions and trends to boost revenues.
- Remained up-to-date on both Apple and Android wireless devices in order to promote latest technology.
- Consistently met and exceed sales quota month after month.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Accepted and processed payments and purchases for new equipment using POS system.
- Assisted 150 + customers per week in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
Skills
- Data Entry
- Outbound Calling
- Adaptability
- Inbound Customer Support
- Account Management
- Peer Coaching
- Python
- Ability to work independently
- Payment Reconciliation
- Microsoft Office/Excell
- Change Management
- Appointment Scheduling and Confirmation
- Accounts Payable and Accounts Receivable
- Critical Thinking
- Time Management
- Financial Management
Education
Associate of Science - Business Administration And Management
Currently completed 1 year of education at Gulf Coast State College.
High School Diploma -
06.2020
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Service Specialist - Ascensus College Savings
11.2021 - Current
Program Manager - Black Force Mechanics LLC
08.2020 - Current
Wireless Sales Expert - T-roc Wireless
06.2019 - 02.2020
Gulf Coast State Highschool - Associate of Science, Business Administration And Management
Mosley High School - High School Diploma,
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