Monty Gamble
SANTEE,CA
Summary
Successful Client Services Specialist with [15+] years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Pursuing a customer service representative position at Frederick Corporation to leverage expertise in client services and drive customer satisfaction.
Overview
20
20
years of professional experience
Work History
CLIENT SERVICES SPECIALIST
Infinite Conferencing (An Onstream Media Company)
03.2008 - Current
- Improved customer satisfaction 14% by promptly resolving issues through follow-up using calls, emails and CRM ticketing
- Created and presented more than (600) informative product demonstrations, facilitating improved client comprehension
- Product usage increased 23%
- Successfully established and provisioned over (4,800) new accounts, resulting in streamlined onboarding and improved operational efficiency
- Collaborated with operational teams to resolve specific issues promptly, resulting in a 16% increase in client satisfaction
- Effectively cross-sold complementary products and services to existing clients, resulting in a 20% increase in average transaction value
- Provided personalized client experience by identifying unique needs and matching them with relevant information and services.
- Contributed to the development of a new client onboarding program that expedited the integration process for new customers.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
CUSTOMER SERVICE COORDINATOR
Manpower Services
01.2006 - 01.2008
- Leveraged customer service, sales and employee management best practices to exceed established departmental service goals by 12%
- Led a cross-functional team of (20) in successfully launching a new product
- Achieved product milestones ahead of schedule
- Led and facilitated a six (6) week training program for new employees on computer, phone, and live laboratory support
- Implemented process changes to reduce average standard port transfer time processing by two (2) business days.
CALL CENTER CUSTOMER SERVICE AGENT
Vonage
01.2005 - 01.2006
- Promptly responded to an average of (85) telephone and email customer inquiries per day in a fast-paced setting
- Recognized for attaining highest cross- and up-selling results for fourteen successive months.
Education
Associate of Arts - Business Administration
Saint Leo University
St. Leo, FLSkills
- Client Relationship Building
- Account Management
- Customer Retention
- Product Education
- Problem Solving
- Consultative Sales
Timeline
CLIENT SERVICES SPECIALIST
Infinite Conferencing (An Onstream Media Company)
03.2008 - Current
CUSTOMER SERVICE COORDINATOR
Manpower Services
01.2006 - 01.2008
CALL CENTER CUSTOMER SERVICE AGENT
Vonage
01.2005 - 01.2006
Associate of Arts - Business Administration
Saint Leo University
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