Quentin Sanders
Augusta,GA
Summary
Dedicated Customer Service Team Lead with expertise in conflict resolution, escalation handling, and performance monitoring, driving high-quality customer experiences.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Team Lead
First Choice Wireless & Marketing
Augusta, GA
02.2016 - 05.2026
- Supervised customer service team to efficiently resolve inquiries and complaints, enhancing customer satisfaction.
- Effectively managed escalated customer issues, ensuring resolution with professionalism and care.
- Managed escalated customer issues with empathy and professionalism.
- Handled customer inquiries and resolved issues promptly to maintain positive relationships.
- Cultivated strong relationships with clients to effectively address their needs and preferences.
- Assisted customers in identifying product needs and recommending suitable solutions.
- Assisted customers in selecting products that best meet their requirements.
- Monitored performance metrics to uphold quality service standards.
- Assisted in establishing customer feedback systems to drive ongoing service enhancements.
- Trained new staff on sales techniques and customer service standards.
- Trained new sales agents on company policies and best practices for sales success.
- Maintained up-to-date knowledge of product inventory and promotions for effective selling.
Customer Sales Support Representative
Teleperformance USA
Augusta, GA
07.2012 - 02.2016
- Assisted customers with product selection and purchasing decisions online.
- Processed orders accurately and efficiently using the company's sales platform.
- Resolved customer concerns and answered questions quickly to maximize satisfaction.
- Educated clients about features and benefits of products offered online.
- Assisted clients in selecting cruise packages tailored to their preferences.
- Coordinated travel logistics for clients, including transportation and accommodations.
Customer Service Representative
Sitel Corporation
Augusta, Ga
03.2006 - 06.2012
- Provided exceptional customer service to resolve inquiries and issues efficiently.
- Assisted customers with inquiries and resolved issues effectively.
- Managed incoming calls to address customer inquiries effectively. and addressed customer concerns promptly.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Utilized call center software to log interactions and track customer requests.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Provided product information and guided customers through processes.
Education
High School Diploma -
Glenn Hills High School
Augusta, GA05-2005
Skills
- Customer relationship management
- Sales techniques
- Sales coaching
- Order fulfillment
- Escalation handling
- Escalation resolution
- Performance monitoring
- Process improvement
- Product knowledge
- Problem solving
- Conflict resolution
- Effective communication
- Relationship building
Timeline
Customer Service Representative Team Lead
First Choice Wireless & Marketing
02.2016 - 05.2026
Customer Sales Support Representative
Teleperformance USA
07.2012 - 02.2016
Customer Service Representative
Sitel Corporation
03.2006 - 06.2012
High School Diploma -
Glenn Hills High School