RODA MUSE
Richmond
Summary
Dynamic customer service professional with proven success at Ferrellgas, adept at problem-solving and account management. Recognized for enhancing customer relationships and achieving a 7% revenue increase through effective communication and negotiation skills. A fast learner with strong multitasking abilities, committed to delivering exceptional service and support.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
Ferrellgas
Auburn
02.2023 - Current
- Answering phones, chat, social media, or email in a polite, courteous, and professional manner.
- Works with customers daily to sustain and improve business relationships.
- Ask probing questions to identify customer issues or concerns.
- Ensures accurate account maintenance and updating of account information.
- Uses next call avoidance technique to mitigate future questions.
- Schedules delivery orders and utilizes basic negotiation skills for issues pertaining to new and returning customers.
- Handles general customer issues such as general service order input, executing emergency scripts, closing uncontrollable loss accounts, answering general contract information, and answering basic pricing questions.
- Can handle basic de-escalation of customer situations by following our customer complaint resolution policy.
- Send copies of statements and invoices to customers, as well as perform soft collections for customers on credit hold or past due as well as some cash handling and taking payments via the phone.
- Supports the set-up of new customer accounts.
- Meet or exceed minimum performance standards outlined in company policy
Brand Ambassador
Latitude Beverages Company
Boston
08.2018 - Current
- Educating buyers on products
- Displaying knowledge of wines from around the world
- Managing promotional events at large venues via social media
- Host tasting events/introduce wine of the month virtually
Inside Sales
Capital Party Rentals
Dulles
02.2018 - 2019
- Worked with corporate clients and individuals, providing full-service event planning.
- Coordinate with Outside Sales and the Delivery & Setup Department on all logistical aspects for events.
- Planned events for both the Gold Cup and the Lymphoma and Leukemia Charity Ball.
- Provided quotes for inbound calls and web-based rental requests.
- Listening attentively to customer requests, and keeping records of these requests.
- Managing and budgeting customer finances.
- Selecting an appropriate venue that is suitable for the type of event.
- Having a good knowledge of geographic locations and their main attractions.
- Organizing audiovisual equipment in advance.
- Coordinating hotels, transportation, and food.
- Attending and monitoring activities to ensure client satisfaction.
- Reviewing bills and approving payments.
Territory Account Manager
Lanterna Distributors, Inc.
Baltimore
- Managed accounts throughout Northern Virginia area
- Ensure clients understand a business's products and services
- Explain prices and negotiate new contract terms if necessary
- Keep up to date with competitors' activities and market trends
- Develop progress reports for clients and management
- Understand the unique sales trends and business practices of every customer
- Develop targeted tasting presentations based on customer's trends and practices
- Maintain accurate up to date sales forecast on Salesforce
- Increased sales numbers by doing monthly virtual tasting
- Conducted lunch presentations at major events to introduce and educate buyers on new products
- Generated revenue increases of 7%
- Utilized time management programs daily to promote effectiveness
- Utilized LM systems to ensure inventory levels were maintained properly and future orders were placed in a timely manner
- Worked closely with members of management to ensure increased inventory levels during seasonal events and decreased levels during slower timeframes
Enterprise Account Executive
UNICOM.Government
Herndon
- Provided sales and support of IT solutions to EIA, NLR, DOE, and DOT
- Collaborated between field sales, internal legal department, and contracts department to ensure accurate and timely customer quotes
- Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
- Attended trade-shows to showcase products - Oracle, Cisco
- Managed prospects, opportunities, account updates on Salesforce daily
- Provided senior sales management with ongoing reports of quotes, bookings, and renewals
- Prospect and build sales pipeline for Outside Sales Managers via outbound calling, email campaigns, and other direct marketing methods
Senior Coordinator
WidePoint Corporation
Tysons
- Managed all day to day functions for an office of 811 employees
- Responsible for logistics of marketing collateral and displays for trade-shows
- Coordinated air travel, lodging, and transportation for corporate travel for all employees
- Worked directly with President of WidePoint ensuring accurate monthly expense reporting
- Responsible for outgoing and incoming packages/shipments
- Assisting with planning of company social events
- Dealing with invoices/making payments over the phone
Education
Business Management -
Northern Virginia Community College
Sterling, VA03.2011
Skills
- Fast learner
- Ability to work under pressure
- Multitasking skills
- Excellent communication skills
- Customer service
- Adaptability
- Problem-solving skills
- Computer skills
- leadership skills
- Account management
- Ability to multitask
- Time management skills
- Customer service skills
- Team collaboration
- Telephone etiquette
- Call centers
- Excellent written and oral communication
- CRM software
- Call center experience
- Complaint resolution
- Live chat support
References
References available upon request
Languages
- Swahili
- Arabic
- Somali
Timeline
Customer Service Specialist
Ferrellgas
02.2023 - Current
Brand Ambassador
Latitude Beverages Company
08.2018 - Current
Inside Sales
Capital Party Rentals
02.2018 - 2019
Territory Account Manager
Lanterna Distributors, Inc.
Enterprise Account Executive
UNICOM.Government
Senior Coordinator
WidePoint Corporation
Business Management -
Northern Virginia Community College