Nasemah Irsan

.

• Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
• Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
• Built relationships with customers and community to promote long term business growth.
• Negotiated prices, terms of sales and service agreements.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Managed approximately 50 incoming calls per day from customers.

• Monitored call quality on 30 calls per day basis and provided individual constructive feedback to enhance performance and address areas in need of improvement
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
• Prepared reports to assist business leaders with key decision making and strategic operational planning

• Built and strengthened relationships with new and existing accounts to drive revenue growth
• Identified client business needs by gaining understanding of goals, objectives and processes
• Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships Identified customer needs and achieved service levels that met and exceeded expectations
• Met sales goal at 150% and above goal on a monthly basis.

• Achieved high satisfaction rating through proactive first call resolutions of customer issues and maintained approximately 90% first call resolution every month.
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Used ticketing systems to manage and process support actions and requests
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cable, home phone, and home security

• Handled high volume of in-bound calls of approximately 70 calls per day pertaining to reconciliation of delinquent accounts
• Followed all company policies and procedures to deliver quality work.
• Executed billing tasks and recorded information in company databases
• Handled account payments and provided information regarding outstanding balances