Micaela Oliphant
Toledo,OH
Summary
Dynamic professional with a proven track record in customer service and quality assurance, notably at Suntuity Solar. Excelled in enhancing customer satisfaction and streamlining operations, leveraging expertise in CRM software and exceptional problem resolution skills. Achieved significant improvements in call quality and customer engagement, demonstrating a high-energy attitude and adaptive teamwork capabilities.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Brilliant Solar
02.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Assisted call-in customers with questions
- Scheduled and confirmed appointments and meetings.
- Acted as first point of contact and set appointments for prospective clients.
- Handled complaints and questions, and re-directed calls to other team members.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Handled 500-1000 inbound and outbound calls per day
Quality Assurance Representative
Suntuity Solar
09.2021 - 01.2024
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings.
- Provided ongoing feedback to management and call representatives to foster improvement.
- Performed call audits to monitor regulatory compliance.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Developed and maintained quality assurance procedure documentation.
- Handled 100 inbound and outbound calls per day
Life Insurance Agent
Primerica
06.2021 - 08.2023
- Maintained high standards of customer service by building relationships with clients.
- Retained up-to-date industry knowledge for accurate, well-informed customer interactions.
- Increased sales of life insurance products through tactical customer outreach.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Promoted products and services using upselling and other sales strategies.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Calculated premiums and established payment methods for sales.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Emergency Customer Service Representative
Schindler Elevator Corporation
11.2019 - 04.2020
- Assessed customer issues and identified resources and tools to provide solid solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Universal Marketing Group
01.2019 - 12.2019
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Assisted call-in customers with questions and orders.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Contacted potential customers to capitalize on sales opportunities.
- Stayed current on company offerings and industry trends.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Handled 500 inbound calls per day
Education
High School Diploma -
E.L Bowhser Highschool
Toledo, OH06-2016
Skills
- Data Entry
- Scheduling
- Inbound and Outbound Calling
- Complaint resolution
- Account updating
- Appointment Scheduling
- Multi-Task Management
- High-energy attitude
- Adaptive team player
- Filing
- Problem Resolution
- Active Listening
- CRM system proficiency
- Positive and professional
- De-Escalation Techniques
- Call Management
- Paperwork Processing
Timeline
Customer Service Representative
Brilliant Solar
02.2024 - Current
Quality Assurance Representative
Suntuity Solar
09.2021 - 01.2024
Life Insurance Agent
Primerica
06.2021 - 08.2023
Emergency Customer Service Representative
Schindler Elevator Corporation
11.2019 - 04.2020
Customer Service Representative
Universal Marketing Group
01.2019 - 12.2019
High School Diploma -
E.L Bowhser Highschool
Similar Profiles
Marc DonnerMarc Donner
District Sales Manager at Brilliant SolarDistrict Sales Manager at Brilliant Solar
Kenzie LandryKenzie Landry
Rebates Administrator at Equinox Solar (Brilliant Solar)Rebates Administrator at Equinox Solar (Brilliant Solar)
JEANCARLO VAZQUEZJEANCARLO VAZQUEZ
Door-to-Door Sales Representative at Brilliant Solar PanelingDoor-to-Door Sales Representative at Brilliant Solar Paneling