Mahoganee Gainey
Syracuse,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Business Sales Representative
Fusion BPO
07.2023 - 08.2025
- Developed and maintained strong relationships with clients, enhancing customer satisfaction and loyalty.
- Conducted market research to identify new sales opportunities and emerging trends within the industry.
- Delivered compelling sales presentations, tailored to client needs, resulting in increased engagement and conversions.
- Maintain a monthly sales goal, exceeding the monthly target.
Lead Quality Assurance Specialist
AIC/Wipro
07.2016 - Current
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Fixed identified issues to increase productivity and boost workflows.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Prepared documents for projects in accordance with project manager, team or client specifications.
- Identified areas of weakness and recommended or implemented process improvements.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Customer Service Lead Trainer
AIC/Wipro
07.2016 - Current
- Trained and mentored numerous new personnel hired to fulfill various roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Monitored day-to-day activities reports for company and employees, noting areas needing improvement and implementing plans for rectification.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Developed lesson plans, instructional materials and written practice tests for Customer Service Representatives and Team Lead training courses.
Customer Sales Representative
Time Warner Cable-Spectrum
07.2015 - 04.2016
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Described product highlights and benefits to help guide purchasing decisions.
- Emphasized product specifications to meet customer needs.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
Customer Service Representative
Sutherland Global Service
12.2014 - 07.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer online chats promptly to avoid Abandon chats.
- Answered constant flow of customer chats with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
Education
Associate of Science - Hospitality Administration And Management
Monroe Community College
Rochester, NYHigh School Diploma -
Henninger High School
Syracuse, NY06.2009
Skills
- Adaptability skills
- Effective listening techniques
- Customer service leadership
- Detail-oriented observation
- Performance assessment
- Quality assurance in services
- Enhancement of customer processes
- Operational effectiveness
Timeline
Business Sales Representative
Fusion BPO
07.2023 - 08.2025
Lead Quality Assurance Specialist
AIC/Wipro
07.2016 - Current
Customer Service Lead Trainer
AIC/Wipro
07.2016 - Current
Customer Sales Representative
Time Warner Cable-Spectrum
07.2015 - 04.2016
Customer Service Representative
Sutherland Global Service
12.2014 - 07.2015
Associate of Science - Hospitality Administration And Management
Monroe Community College
High School Diploma -
Henninger High School
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