Norwood Gaines

• Maintained high levels of customer retention with proactive relationship-building strategies.
• Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
• Managed high call volume, taking over 200 calls daily while ensuring timely response and effective resolution to all customer concerns.
• Expanded customer base through cold calling, networking, and relationship building.
• Cultivated deep understanding of product features to answer questions and overcome objections.
• Set and achieved company defined sales goals.
• Contributed to team objectives in fast-paced environment.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Key Achievement:

• Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Recognized staff for contributions to company success to foster engagement and increase productivity.
• Developed organizational structure to outline and direct rules, roles and responsibilities.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• During my 10-month period as a senior customer service representative, maintained a 96% conversion rate.
• Evaluated source documents to locate needed information.
• Corrected data entry errors to prevent duplication or data degradation.
• Accurately handled data entry for thousands of clients into the company-based software.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

Key Achievements:

• I designed a template for employees to track their commission-based earnings, which led to a 31% increase in the efficiency of bonus management. Guided a team of more than 15 representatives in implementing the new project.
• Oversaw training to a staff of 12 employees on a new implementation that aims to increase sales by partnering with The Home Depot. The result would allow better management of incoming sales leads.

• Worked with children of varying age, interest, skill and developmental levels.
• Communicated with parents about campers' activities and reported concerns and suggestions to supervisor.
• Coordinated, implemented and evaluated leadership program and related activities to promote beneficial camper outcomes.
• Led groups of children safely through variety of camp activities.
• Trained staff members on conducting events and following safety procedures.

Key Achievement:

• Introduced groups of children to the endless world of technology while enlightening them on how technology can not only be used for fun but also to broaden their learning potential.