Rosalynn Santos
Orlando,FL
Summary
Dynamic and results-oriented professional with a proven track record at Asurion, enhancing customer satisfaction and peer performance through effective problem-solving and motivational techniques. Excelled in leadership training, boosting team efficiency, and implementing innovative program solutions. Skilled in empathetic listening and critical thinking, adept at fostering a culture of continuous improvement and collaboration.
Overview
2
2
years of professional experience
Work History
Peer Advisor
Asurion
02.2023
- Encouraged responsible decision-making among peers by sharing insights on time management strategies, study tips, and stress management techniques.
- Assisted in the development and execution of new agent orientation programs, ensuring a smooth transition into production.
- Participated in continuous professional development opportunities to enhance knowledge of best practices in peer advising techniques.
- Contributed to the improvement of Asurion policies by providing feedback based on direct interactions with agents facing various challenges.
- Empowered peers to take charge of their journey through goal-setting exercises and action planning sessions.
- Developed strong rapport with assigned agents , leading to increased trust and open communication about sales challenges.
- Mentored new Peer Advisors, ensuring ongoing quality support for agents.
- Enhanced peer support by developing and implementing effective advising strategies.
- Organized workshops for skill development, increasing agents involvement and enhancing overall learning outcomes.
- Conducted regular check-ins with assigned agents , offering tailored advice for their unique needs and goals through coaching and in the game feedback .
Sales / Customer Service
Asurion
02.2023 - Current
- Managed high call volume while maintaining a professional and friendly demeanor .
- Enhanced customer satisfaction by promptly addressing inquiries and resolving
- Demonstrated flexibility in adapting to fluctuating workloads, taking on additional responsibilities when needed without compromising quality of service.
- Maintained up-to-date knowledge of products, features, and promotions to better assist customers.
- Boosted sales through effective product recommendations tailored to individual customer needs.
- Delivered excellent after-sales support, following up with customers regarding their purchases to ensure satisfaction and address any concerns proactively.
- Developed strong rapport with customers, fostering loyalty and repeat business through attentive service.
- Increased average transaction value with strategic upselling techniques aimed at meeting customer needs.
- Contributed to positive team atmosphere by actively supporting colleagues during peak times.
- Led training sessions for new hires on store policies, product information, and sales techniques, improving team performance.
Skills
- Active Learning
- Self-awareness
- Confidentiality Practices
- Program implementation
- Motivational Techniques
- Constructive Feedback
- Peer support
- Empathetic listening
- Cultural competence
- Skill Development
- Life Skills Development
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Critical Thinking
- Staff Supervision
- Leadership training
Timeline
Peer Advisor
Asurion
02.2023
Sales / Customer Service
Asurion
02.2023 - Current
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