Steven Norman

• Service/Sales/Retention & Market Research
• Sitel, Remote (Inbound/Outbound Sales & Retention, Answer approximately 100 inbound calls daily in a professional and courteous manner
• Discussing billing issues and offering available payment plans
• Implemented retention strategies and negotiated to retain business
• Offering information as well as additional products and services
• Following TTEC's call script and keeping calls under 12 minutes.

• Conducted market research phone interviews with potential customers
• Read questions verbatim
• Used problem-solving techniques, probing questions, and rebuttals
• Maintained confidentiality
• Applied clear, and concise communication on every call
• Arise Platform

• Investigated and resolved customer inquiries regarding roadside assistance and complaints in a timely and empathetic manner
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot

Greeting customers as they arrive, explaining the rental and paperwork process, upselling insurance and mileage
packages, answering customer questions and concerns, assisting customers who have an issue or emergency with
their rental vehicle, and updating the rental car inventory.