Rossie Castleberry
Kissimmee,FL
Summary
Results-driven Outbound Call Center Agent known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, sales strategy implementation, and conflict resolution. Excel in communication, adaptability, and problem-solving to enhance customer satisfaction and achieve targets.
Overview
4
4
years of professional experience
Work History
Outbound Call Center Agent
Boundless Learning
Orlando , FL
08.2024 - 10.2024
- Utilized positive language to resolve all customers' inquiries or complaints effectively.
- Identified customer needs, clarified information, researched every issue, and provided solutions.
- Cross-sold additional products and services to purchasing customers.
- Delivered high levels of customer service by corporate standards.
- Assisted customers in navigating through automated systems during outbound calls.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Called lead lists resulting from various marketing campaigns to achieve sales.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
Security Officer
Allied Universal Security Services
Orlando, FL
02.2024 - 08.2024
- Coordinated with law enforcement and emergency responders during incidents and emergencies.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
- Assisted in the development and implementation of security policies and procedures.
- Verified photo IDs and tickets to allow guests passage.
- Surveyed multiple CCTV feeds to monitor important areas on the grounds closely.
- Adhered to daily patrol schedules to support consistent security presence throughout the property.
History Teacher
Osceola County School District
Kissimmee, FL
08.2023 - 01.2024
- Assessed student classroom performance to report on progress.
- Used school and public library resources to provide extra educational opportunities for students.
- Developed rubrics for grading written assignments or tests based on historical content standards.
- Reviewed textbooks used in the classroom for accuracy and relevancy.
- Utilized technology in the classroom, such as videos, online resources, and simulations, to enhance student understanding of various eras.
- Developed lesson plans to teach historical events, document,s and figures in an engaging manner.
Case Manager
Youth Opportunity Investments
Kissimmee , FL
04.2023 - 07.2023
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Supported family members by providing information on local support groups.
- Participated in professional development opportunities to stay current with best practices in case management.
- Collaborated with other service providers to ensure continuity of care for clients.
- Maintained confidentiality and adhered to professional ethics and standards.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Utilized case management software and databases for efficient information tracking.
- Conducted initial assessments to determine client eligibility for programs and services.
Night Audit Manager
Red Lion Hotels
Celebration, FL
03.2021 - 04.2023
- Analyzed account books for accuracy and efficiency.
- Communicated audit plans to theexecutive management team.
- Assisted in developing strategies aimed at increasing revenue from existing customers.
- Created and updated financial reports on a frequent basis to present information to leadership teams.
- Checked payroll, vendor payments, and other accounting disbursements for accuracy and compliance.
- Maintained up-to-date knowledge of hotel services, amenities, rates, discounts, and packages offered by the hotel.
- Created financial management mechanisms to minimize financial risk to business.
- Managed completion of planned audits, reviewed records, and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
Education
Bachelor of Arts - History
University of Central Florida
Orlando, FL05-2021
Skills
- Script adherence
- Outbound sales
- Persuasion techniques
- Needs assessment
- Goal oriented
- Continuous improvement
- CRM software
- Salesforce
- Workforce management
- Call scheduling
- Customer relationship building
- Email Etiquette
- CRM software proficiency
- Target achievement
- Cold calling
Timeline
Outbound Call Center Agent
Boundless Learning
08.2024 - 10.2024
Security Officer
Allied Universal Security Services
02.2024 - 08.2024
History Teacher
Osceola County School District
08.2023 - 01.2024
Case Manager
Youth Opportunity Investments
04.2023 - 07.2023
Night Audit Manager
Red Lion Hotels
03.2021 - 04.2023
Bachelor of Arts - History
University of Central Florida
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