Hi, I’m
Mary Sylvester
Breaux Bridge,LA
Summary
Performance-driven associate with a stellar record of accomplishment in connecting with customers and driving remarkable sales. Proactive and well-organized sales leader successful at meeting and exceeding targets with strategic approaches. Skilled lead generator, product demonstrator, and problem-solver. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. Experienced in managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems, outstanding active listening, and multitasking abilities. Utilizes active listening and problem-solving to effectively address and resolve customer concerns. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
14
years of professional experience
1
Certification
Work History
AT&T Mobility
CSR, Sales
10.2006 - 01.2021
Job overview
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Helped customers find specific products, answered questions and offered product advice
- Built and maintained relationships with peers and upper management to drive team success
- Educated customers on special pricing opportunities and company offerings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues
- Processed documentation and troubleshot discrepancies to build client rapport
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Answered incoming telephone calls to provide store, products, and services information
- Assisted teammates with sales-processing tasks to meet daily sales goals
- Built trusting relationships with customers by making personal connections
- Explained benefits, features and recommendations to maximize client retention
- Upsold products and services to address customer needs and maximize sales
- Answered inbound calls, chats and emails to facilitate customer service
- Reviewed account and service histories to identify trends and resolve issues
- Set up and activated customer accounts
- Answered customer questions and addressed concerns resulting in reduction in customer complaints
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new employees on procedures and policies to maximize team performance
- Trained new hires on products and services, best practices and protocols to reduce process gaps
- Worked with fellow sales team members to achieve group targets
- Upheld privacy and security requirements for customer information
- Rolled out operational improvements and solutions to deliver top-notch customer service
- Exceeded company productivity standards on consistent basis
Education
Capstone InstituteAtlanta, GA
Certificate from Loan Processing
12.2022
University Overview
Completed coursework and received a certificate in Correctly calculating the borrower's income, Fundamentals of Loan Processing Conventional Loans, Understanding and Reading Credit Reports, and Fees Worksheet and Loan Estimate Training form.
South Louisiana Community CollegeLafayette, LA
Associate of Science from Business Administration and Management
05.2022
Skills
- Multitasking and Prioritization
- Problem Solving
- Customer Service
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Time Management
- Cross-selling and upselling
- Data entry proficiency
- Performance tracking
- Strong negotiation skills
- Product knowledge expertise
Certification
- Microsoft Office Specialist (MOS)
- Customer Service Representative Certificate
Accomplishments
- Promoted to Floor support after only 6 months.
- Mentored 20+ new sales associates.
- Resolved 80% of customer service issues within 1 month to maximize loyalty and retention.
- Awarded “Customer service excellence award"
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
- Documented and resolved customer issues which led to positive results.
Customer Service Excellence Adward
I was provided this award on several different occasions for meeting and exceeding customer service skills and stats. Also for receiving 100% quality assurance on calls.
Timeline
CSR, Sales
AT&T Mobility
10.2006 - 01.2021
South Louisiana Community College
Associate of Science from Business Administration and Management
- Microsoft Office Specialist (MOS)
- Customer Service Representative Certificate
Capstone Institute
Certificate from Loan Processing
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