Margaret Simelton
customer service
Leland,Mississippi
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
24
24
years of professional experience
Work History
Office Assistant
Hovas Construction
Greenville, Mississippi
01.2015 - 09.2022
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling range of routine and special requirements.
- Developed correspondence letters, memos and emails.
- Verified accuracy of business records by consistently updating customer information.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Managed multiple projects simultaneously using organizational and analytical skills.
Customer Service Manager
Sipi Gal
Greenville, Mississippi
10.2016 - 05.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Telephone Sales Agent
Crown Energy
Greenville, Mississippi
02.2010 - 10.2014
- Maintained strong call control to keep customers focused on sales offerings.
- Called warm and cold prospects to promote products
- Met quotas for cold, active and inactive calls,
- Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.
- Cultivated inbound sales inquiries to successfully convert leads to sales appointments.
- Answered questions during initial contact and follow-up calls with sales prospects.
- Escalated dissatisfied customers to management to maintain focus on achieving sales targets.
- Guided customers through plan selection by explaining benefits, costs and restrictions of each option.
- Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Recorded contact information of customers and potential customers in internal database.
- Escalated concerns or advanced problem calls to management staff.
Housekeeping Supervisor
Ramada Inn
Greenville, Mississippi
04.2003 - 02.2009
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Placed orders for housekeeping supplies and guest toiletries.
- Evaluated employee performance and developed improvement plans.
- Completed schedules, shift reports and other business documentation.
- Increased employee performance through effective supervision and training.
- Created and implemented training programs to enhance employee performance.
- Reduced financial discrepancies through accurate management of payroll and bookkeeping processes.
- Restocked room supplies such as facial tissues for personal touch with every job.
Education
Associate of Arts - Business
Mississippi Delta Community College
Moorhead, MS05.2013
Skills
- Payment Processing
- Issue Resolution
- Information Confidentiality
- Time Management
- Data Gathering
- Verbal and Written Communication
- Organizing and Categorizing
- Multi-Line Phone Proficiency
- Document Uploading
- Call Screening
- Office Machine Operation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Customer Service Manager
Sipi Gal
10.2016 - 05.2022
Office Assistant
Hovas Construction
01.2015 - 09.2022
Telephone Sales Agent
Crown Energy
02.2010 - 10.2014
Housekeeping Supervisor
Ramada Inn
04.2003 - 02.2009
Associate of Arts - Business
Mississippi Delta Community College
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