Mary Cassidy

• Provided technical guidance and leadership to assist with problem resolution
• Ability to work as part of cohesive account team, including Sales, pre and post-sale technical teams, order management, and other teams in a demanding environment.

Evaluated and recommended business applications to meet needs of clients.

• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers
• Established team priorities, maintained schedules and monitored performance
• Defined clear targets and objectives and communicated to other team members

● Establishing new procedures for national sales

● Outbound sales calling to franchise companies

● Managing order input and ensuring successful installation

● Order input for national accounts and tracking (Assisting national account executives)

● Executing and managing site surveys and construction deadlines and costs

● Managing order input and ensuring successful installation

● Upselling to existing customers

● Ensuring an ongoing pipeline for sales

● Monitor inbound calls and repackage services to proactively avoid churn

● Establish positive customer service relations

● Upselling to customers

• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Resolved customer service issues using company processes and policies and provided updates to customers. Helping representatives with questions
• Training with billing services
• Taking role of supervisor when absent
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• writing up contracts
• bill collecting