Roseann Cannarella
Kingman,AZ
Summary
Dynamic, results-oriented professional with over 8 years of experience in customer service and sales, particularly at United Healthcare. Demonstrated problem-solving skills and proficiency in data organization have significantly enhanced client satisfaction
Overview
2011
2011
years of professional experience
Work History
Call Center Representative. (1 Year 6 Months)
United Healthcare
Kingston, NY
- Delivered exceptional customer service by efficiently resolving inquiries and complaints.
- Managed high call volumes while maintaining professionalism and accuracy in information delivery.
- Utilized CRM software to document interactions, ensuring comprehensive customer records.
- Trained new team members on call handling procedures and best practices for customer engagement.
- Collaborated with teams to streamline communication processes and improve overall service delivery.
- Handled calls to ensure resolution of issues, first call, fostering strong customer relationships.
- Implemented feedback mechanisms to gather insights, driving continuous improvement in service quality.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Created and maintained detailed database to develop promotional sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Identified and resolved discrepancies and errors in customer accounts.
Inside Sales Representative II. (6 Years)
Van Waters & Rogers Now Univar Usa
Avenel, NJ
- Conducted product demonstrations to effectively showcase features and benefits to potential customers.
- Collaborated with marketing team to develop targeted campaigns, improving lead generation efforts.
- Utilized CRM software to track interactions, manage sales pipeline, and ensure timely follow-ups.
- Analyzed customer feedback to identify trends and recommend improvements in product offerings.
- Attended training sessions on new products, ensuring team remained updated on industry developments and innovations.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Used CRM software to maintain detailed contact logs and account records.
- Monitored competitor activities closely, adjusting approaches accordingly to maintain a competitive edge in the market.
- Streamlined sales process efficiency by maintaining accurate records of client interactions in CRM systems, ensuring seamless followup.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling and crossselling.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Reduced customer churn rate by anticipating needs proactively, offering value-added services or discounts as appropriate.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Contributed to team objectives in fast-paced environment.
- Kept detailed records of daily activities through online customer database.
- Negotiated prices, terms of sales and service agreements.
- Contributed to event marketing, sales and brand promotion.
- Consulted with businesses to supply accurate product and service information.
- Trained new employees on customer service, money handling and organizing strategies.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Built diverse and consistent sales portfolio.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Generated advertising brochure for vendor use.
Call Center Representative
UPS (1year)
South Plainfield NJ)
Sales /Service Representative
Witco Corporation. (10 Years)
Clark NJ
Call Center Representative. (1year 6 Months)
Frontier Communications
Kingman, AZ
04.2005 - 10.2010
- Adapted quickly to new promotional campaigns and store policies.
- Maintained organized and visually appealing merchandise displays.
- Handled stock replenishment to ensure availability of popular items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Collaborated with team members to achieve monthly sales targets.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Engaged with customers through social media platforms to promote store events and new arrivals, expanding store reach.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Led team meetings focused on sales techniques and product features, boosting overall team performance.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Developed strong rapport with customers and created positive impression of business.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Wrapped, boxed and weighed bakery department products.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma - College Prep
Mother Seton Regional HS
Clark, NJLiberal Arts
Union County College
Cranford, NJSkills
- Problem-solving abilities
- Customer service and support
- Data organization
- Client assistance
Timeline
Call Center Representative. (1year 6 Months)
Frontier Communications
04.2005 - 10.2010
Call Center Representative. (1 Year 6 Months)
United Healthcare
Inside Sales Representative II. (6 Years)
Van Waters & Rogers Now Univar Usa
Call Center Representative
UPS (1year)
Sales /Service Representative
Witco Corporation. (10 Years)
High School Diploma - College Prep
Mother Seton Regional HS
Liberal Arts
Union County College