Saundra Edwards
Kissimmee,Florida
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Highly adept at training, managing, coaching and mentoring sales and customer service associates .
Overview
7
7
years of professional experience
Work History
Sales Specialist
Norwegian Cruise Line
09.2022 - Current
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Utilized CRM software to manage customer accounts and track performance metrics.
Tier 2 Customer Service Representative
24-7 Intouch
06.2021 - 04.2022
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services
- Developed relationships with new staff members, and assisted existing staff members in their career development .
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Manager
GD Correctional Services
09.2016 - 05.2021
- Assisted in developing new business strategies and procedures for cutting yearly costs down
- Managed a team of 54 employees, including 30 inmates , and trained them in a variety of merchandising and organizational functions
- Responsible for maintaining a clean, well-organized workspace and an atmosphere where employees feel comfortable and motivated especially in hostile environments.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Education
Diploma - Education
BCIT - Westech
Burlington, NJ06.2011
Skills
- Account Management
- Staff Training
- Call Center Operations
- Data Entry
Timeline
Sales Specialist
Norwegian Cruise Line
09.2022 - Current
Tier 2 Customer Service Representative
24-7 Intouch
06.2021 - 04.2022
Manager
GD Correctional Services
09.2016 - 05.2021
Diploma - Education
BCIT - Westech
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