Susan E Clines
Cleveland,TN
Summary
To whom it may concern:
I am submitting my resume to the posted position with the Jenn Air Team. I will bring excellent soft skills and years of Whirlpool trained and proven customer service and sales techniques for review. As a confident , friendly sales and customer service agent with reputation for consistent performance in in a call center setting. Dependable team player with great communication and organizational skills. Courteous and self-motivated with talent for creating customer relationships providing top tier ,white glove solutions to assist with timely resolutions with service and sales needs.
Overview
9
9
years of professional experience
Work History
Sales Agent
Whirlpool
Cleveland,TN
09.2024 - Current
- Engaged in domestic and general out-of-warranty sales pilot program, contributing to innovative sales approaches.
- Guided new hires in developing essential soft skills through online mentorship sessions.
- Provided testimonials introducing this sales pilot launch and relaunch.
- Collaborated with core team to propose script modifications, resulting in reduced script length and improved call handling efficiency.
- Facilitated consumer access to 'fixed price repair' and 'repair and protect plan' options for out-of-warranty products, adhering to company policies and procedures.
- Facilitated registration and promotional initiatives for owned appliances, both operational and out of warranty.
- Utilized scripts and tools to reassure customers by highlighting benefits and features, fostering a sense of security through empathetic communication.
- Managed customer interactions by directing those declining repair options to specialized teams for effective resolution.
- Handled switch hub calls by accurately routing customers to specialized teams, optimizing support and resolution processes.
Direct Care Sales
Whirlpool
Cleveland,TN
12.2019 - 01.2024
- Processed direct orders from online, calls, and emails for major appliances and accessories including installations, scheduling delivery an offering extended warranty on products.
- Employed effective communication techniques to assist customers in recognizing their requirements by delivering detailed product evaluations and availability information.
- Identified and recommended suitable replacement products to enhance customer satisfaction during inventory shortages.
- Evaluated accessories to enhance customer products and recommended warranty coverages to foster customer loyalty.
- Guided customers in effectively utilizing websites to access Whirlpool brand information and promotional offers.
- Managed customer interactions to provide assistance with returns, exchanges, reorders, and reimbursements, ensuring prompt resolution of issues.
- Streamlined customer service operations by troubleshooting problems, processing billing for accessories, and providing proof of purchase as per company requirements.
- Developed and maintained customer support protocols that prioritize empathy and emotional intelligence, reinforcing brand loyalty and trust.
Customer Service Representative
Whirlpool
Cleveland, TN
09.2016 - 12.2019
- Cultivated strong customer relationships through effective communication and problem-solving during inquiries and complaints.
- Coordinated scheduling of services for customers, ensuring timely support for both warranty and non-warranty periods.
- Identified and presented sales opportunities for extended warranties on qualifying new products and repair coverage for out-of-warranty products.
- Obtained "empowerment card" to leverage emotional intelligence and policy toolkit for effective resolution identification.
- Assisted multiple departments during peak sales times, utilizing strong customer service skills to drive sales of kitchen aid small appliances.
Education
High School Diploma -
Copperbasin High School
Copperhill, TNSkills
- Customer assistance
- Call control
- Customer experience enhancement
- Sales strategies
- Building rapport
- Cross-selling techniques
- Upselling strategies
- Offering sales support
- Customer service
Timeline
Sales Agent
Whirlpool
09.2024 - Current
Direct Care Sales
Whirlpool
12.2019 - 01.2024
Customer Service Representative
Whirlpool
09.2016 - 12.2019
High School Diploma -
Copperbasin High School