Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Timeline
Generic

Stacy Griffin

865 Bellevue Rd Nashville,TN

Summary

With over 20 years of customer service experience, I have developed expertise in efficient selling and cross-selling techniques. My main objective has always been to establish strong relationships with customers, as I believe that trust and rapport are crucial for delivering exceptional service. Throughout my career, I consistently surpassed sales targets by leveraging my deep understanding of customer needs and preferences. Now, I am actively pursuing new opportunities to apply my skills and drive customer satisfaction while contributing to the growth of a dynamic organization.

Overview

23
23
years of professional experience

Work History

Sales Consultant Representative

AT&T
10.2008 - Current
  • Provide excellent customer service skills and bridge between the company and its customers, promoting products and services while building and maintaining long-term relationships. Suggest products to customers, offer upgrades, and remind people about the benefits of doing business with the company.

Retail Sales Associate

AT&T
01.2008 - 01.2014
  • Sells all products and services offered by the Company
  • Meet all sales objectives
  • Handle all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders
  • Maintain strong knowledge of all Company products, accessories, pricing plans, promotions, and service features
  • Maintain knowledge of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs
  • Handle service inquiries from customers
  • Provides efficient and courteous customer service, and assisted in all aspects of product offerings and services.

Customer Account Executive Lead

Comcast Cable
01.2006 - 01.2008
  • Serve as Customer Account Executive Lead for a major cable industry providing support for Customer Account Executives in mentoring and any escalation situations
  • Promoted to lead, team of 15 employees in daily call center operations
  • Collaborate with Customer Service Manager to create strategic plans to enhance customer satisfaction
  • Provide employees with tools to maintain and increase service levels to both internal and external customers
  • Work closely with other departments to promote sales contests, clarify information, and distribute reports
  • Gather, analyze, and report daily/weekly/monthly sales and service statistics
  • Contributed to defusing emotional situations, rude behavior displayed by a CAE with a customer/peer, and resist emotional responses
  • Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures
  • Increased employee knowledge by assisting with development and implementation of product awareness
  • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies
  • Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Customer Service Representative

Time Warner Cable
01.2002 - 01.2006
  • Recruited, to provide top-notch service to both internal and external customers
  • Processed cable video, high speed internet and telecommunication orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity
  • Assist with inbound calls for billing inquiries ranging from helping customer understand and read first invoice, bill balance with due date and correcting rate code and balancing account errors
  • First level tier in troubleshooting potential converter software/hardware issues and signal quality
  • Achieved perfect score on all phone monitors throughout tenure
  • Received Customer Service Award for outstanding track record of positive customer feedback.

Education

African American History -

LEMOYNE OWEN UNIVERSITY
Memphis, TN

Skills

  • Persuasion techniques
  • Objection handling
  • CRM proficiency
  • Cold-calling
  • Cross-selling services
  • Sales closing
  • Strategic Planning
  • Customer Service
  • Customer Relationship Building
  • Interpersonal communication skills
  • Customer Relations
  • Sales Presentations
  • Product and service knowledge
  • Client Service
  • Sales consultation
  • Product and Service Sales
  • Customer Retention
  • Customer Needs Assessment
  • Sales Development
  • Performance Improvement
  • Sales expertise
  • Performance Tracking
  • Upselling and Cross Selling
  • Product Merchandising
  • Systems and software expertise

Additional Information

Highly personable Customer Service Professional with over ten years of experience in account management, claims and sales processing, and call-center operations within the high speed internet, telecommunication, and cable entertainment industries. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook).

Personal Information

Title: SALES CONSULTANT

Timeline

Sales Consultant Representative

AT&T
10.2008 - Current

Retail Sales Associate

AT&T
01.2008 - 01.2014

Customer Account Executive Lead

Comcast Cable
01.2006 - 01.2008

Customer Service Representative

Time Warner Cable
01.2002 - 01.2006

African American History -

LEMOYNE OWEN UNIVERSITY

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Stacy Griffin