Monica Taylor
Summary
Dynamic and results-driven professional with a proven track record at HearingLife, consistently exceeding sales goals. Won Presidents Club award as top performer out of 90 outbound telemarketers in 2022, 2023, and 2024. Skilled in persuasive speaking and objection handling, I excel in building rapport and delivering exceptional customer service. Adept at utilizing CRM systems, I enhance client interactions and drive retention through tailored solutions and active listening.
Overview
19
19
years of professional experience
Work History
Results Driven Telemarketing Agent
HearingLife
03.2021 - Current
- Exceeded personal sales goals regularly, contributing significantly to the success of the team as a whole.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Handled objections skillfully, using friendly, empathetic, persuasive strategies and guiding potential customers towards informed decisions about products or services offered.
- Delivered scripted sales talks to current and prospective customers reached via manual and automatic dialing systems.
- Adapted communication style to match customer preferences, increasing rapport and trust.
- Built relationships with customers using empathy, strong persuasion and active listening skills.
- Improved call script effectiveness, leading to more engaging and persuasive conversation with prospects.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
- Provided exceptional customer service by actively listening to clients'' concerns and providing appropriate solutions.
- Set up appointments with current and prospective customers according to schedule availability.
- Recorded and updated customer information in online systems.
- Trained junior team members, boosting overall department performance and service quality levels.
Customer Retention Specialist
Medical Alarms Incorporated
09.2017 - 08.2018
- Built relationships with prior customers using empathy, strong persuasion and active listening skills to determine loss of contract and reselling them on services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
- Trained new personnel regarding company operations, policies and services.
- Increased customer retention by effectively addressing concerns and providing tailored solutions.
- Exceeded monthly retention targets consistently by building rapport and trust with clients during interactions.
Customer Service Collections Representative II
CAR Financial
09.2006 - 09.2008
- Established rapport with customers through active listening and empathetic communication techniques.
- Exceeded performance metrics consistently, contributing to overall team success in meeting or surpassing targets
- Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Kept up-to-date on industry trends and changes in regulations affecting collections practices, ensuring ongoing compliance within the organization.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Managed high-volume inbound call center environment, handling inbound and outbound calls professionally and efficiently.
- Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
- Implemented effective skip tracing methods to locate hard-to-reach customers for continued collections efforts.
- Researched and responded to customer credit disputes
Education
Associate of Science - General
Seminole State College of Florida
Sanford, FLSkills
- Goal oriented
- Results-driven
- Outbound and inbound calls
- Persuasive speaking
- Skilled negotiator
- Call control
- Objection handling
- Email and telephone etiquette
- Customer service
- Verbal and written communication
- Sales proficiency
- Attention to detail
Awards
Presidents Club Award winner at HearingLife for being the top performer out out 90 telemarketers in 2022, 2023, and 2024
I scheduled the most appointments in the history of the company in 2023
Million Dollar Club Award winner at Car Financial Services for collecting over a million dollars in 2007
Timeline
Results Driven Telemarketing Agent
HearingLife
03.2021 - Current
Customer Retention Specialist
Medical Alarms Incorporated
09.2017 - 08.2018
Customer Service Collections Representative II
CAR Financial
09.2006 - 09.2008
Associate of Science - General
Seminole State College of Florida
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