Salena Bussie
Savannah,Georgia
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
26
26
years of professional experience
Work History
Right Way Land Agent
Universal Field Services Right Way
08.2020 - Current
- Carefully executed in-depth research of landowners via public records
- Provide superior customer service
- Effectively communicate the needs of Georgia Power Company to key stakeholders, including landowners and/or tenants with a strong focus on maintaining a positive relationship
- Maintain open communication for internal and external business purposes
- Proactively coordinate with local operation personnel regarding potential issues
- Successfully complete projects in a timely manner and with a budget
- Accurately documented all communications with landowners and other parties involved.
Account Manager/Inbound Success Manager
OnBrand24
03.2017 - 08.2020
- Provide resolutions and support to customers based on contracted deliverables
- Improve customer service and product knowledge daily
- Effectively managing customer dissatisfaction issues
- Serve as brand ambassador, professionally representing clients best interest
- Focus on first call resolution methodology
- Ability to rapidly learn new and emerging technology and systems
- Conduct for weekly payroll review and submission to ensure correct entries
- Direct sales forecasting activities and set performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for driving the growth of revenue and profit originating from a call center.
Client Liaison
OnBrand24
09.2016 - 03.2017
- Provided proven solution to customers’ needs during calls
- Collaborated with team leaders to improve the partnerships between the representatives, callers and vendors
- Increased the customer experience which increased sales.
Supervisor
OnBrand24
03.2015 - 09.2016
- Overall day to day management of 20+ Agents
- Managed metrics, performance criteria, policies and procedures to continuously improve call center productivity
- Met performance targets, operating efficiencies, processing improvements, people development and quality assurance
- Monitored agents to identify and act on both positive and negative performance
- Determined and prepared work schedules and expedited workflow
- Responsible for hiring, coaching and terminating call center employees when necessary.
Team Lead
OnBrand24
04.2014 - 03.2015
- Provided leadership and feedback to team members
- Promoted positive attitude and work ethic
- Communicated goals and expectations to team members
- Motivated team members to be successful in all job functions.
Customer Service Representative, Inbound/Outbound
OnBrand24
03.2014 - 04.2014
- Maintained existing client relationships by providing exemplary customer service and initiated program knowledge while maintaining a professional attitude.
Peer Tutor
Savannah State University
01.2013 - 05.2013
- Assist students with Business Statistics.
Student Worker
Savannah State University
08.2012 - 12.2012
- Assist students with information in the Social Work Department
- Provide administrative assistance to the Field Coordinator
- Obtain confidentiality at all times regarding students.
Peer Tutor
Savannah State University
01.2012 - 05.2012
- Assist students with Business Statistics.
Billing Clerk II /Administrative Assistant
Great Dane Trailers
09.1998 - 12.2008
- Provided customer assistance with pricing and invoices
- Sustained accurate records
- Contact vendors to solve/determine delivery and pricing information
- Maintained Account Receivables for many accounts within the department
- Filed necessary purchase orders as well as maintain customer confidentiality
- Input data in the system (AS400/JDEdwards)
- Verified customer-billing information
- Provided administrative and sales service support to customers
- Supported departmental staff meetings
- Assumed the managerial position in the absence of the Manager
- Assisted in supervising four employees
- Directed phone and in-person request for information regarding promotions and billing information
- Mail processed information requested by customers and vendors
- Sustained department procedures and instructions
- Maintained a professional approach at all times
- Update and maintain the vendor catalog system for our customers for delivery.
Education
Bachelor of Business Administration - Business Management
Savannah State University
Savannah, Georgia12.2014
Skills
- Proven Client Service/Relationship Manager
- Excellent Employee Relationship Coach
- Strong Organizational, Filing and Planning Skills
- Proficient in Microsoft Office Software(Word, Excel and PowerPoint)
- Effective Written and Verbal Communication Skills
Professional Development
- Armstrong State College, Savannah, Georgia, 05/1999, 24, Computer Training
- Department of the Army, Baumholder, Germany, 12/1996, 16, Effective Communication with Customers
- Department of the Army, 80, Computer Training
- Department of the Army, 8, Employee Training in Prevention of Sexual Harassment
Timeline
Right Way Land Agent
Universal Field Services Right Way
08.2020 - Current
Account Manager/Inbound Success Manager
OnBrand24
03.2017 - 08.2020
Client Liaison
OnBrand24
09.2016 - 03.2017
Supervisor
OnBrand24
03.2015 - 09.2016
Team Lead
OnBrand24
04.2014 - 03.2015
Customer Service Representative, Inbound/Outbound
OnBrand24
03.2014 - 04.2014
Peer Tutor
Savannah State University
01.2013 - 05.2013
Student Worker
Savannah State University
08.2012 - 12.2012
Peer Tutor
Savannah State University
01.2012 - 05.2012
Billing Clerk II /Administrative Assistant
Great Dane Trailers
09.1998 - 12.2008
Bachelor of Business Administration - Business Management
Savannah State University
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