Sylvia Marquez

• Exceptional communication skills with marketing savvy to sell, highly appealing vacation packages over the phone
• These packages are designed to highlight resorts and allow customers to experience what it's like to own their vacations
• Help the company achieve its mission to put the world on vacation
• Receive inbound calls transferred from various sources to promote company products
• Sell approved vacation packages 15+ locations (including Hawaii, California, Florida, and many more) to customers over the phone
• Explain the details and sales terms of vacation offers
• Determine guest eligibility to qualify for and purchase timeshare offers
• Answer all customer questions appropriately and effectively
• Provide outstanding service to ensure customer expectations are met or exceeded
• Built rapport with customers and assessed needs to make product recommendations and upsell.
• Stayed current on company offerings and industry trends.

• Strong written and verbal communication skills
• Excellent customer service skills
• Flexible to change and team focused
• Able to identify issues and problem solve
• Detail-oriented and self-motivated
• Working knowledge of Outlook, Word, and Excel
• Willing to work flexible shifts
• Multi-tasking
• As a remote Business Sales II associate, communicating with domestic and international business to business members and assist by servicing orders, providing real time responses using Netsuite, Salesforce, Order Management System (OMS) and company intranet systems
• Take incoming calls, make outbound calls using Avaya, and communicate with trade members via email correspondence
• Take payments for quotes and ensure accuracy
• Update member accounts
• Call delivery hubs and out-sourced delivery companies for status and updates on behalf of clients
• Issue qualified tax credit requests; Review trade membership applications and documentation for approval
• Work with leadership to ensure orders get processed and delivered and ensuring professional service
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Assisted call-in customers with questions and orders.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Met customer call guidelines for service levels, handle time and productivity.

Strong written and verbal communication skills

• Excellent customer service skills
• Flexible to change and team focused
• Able to identify issues and problem solve
• Detail-oriented and self-motivated
• Working knowledge of Outlook, Word, and Excel
• Willing to work flexible shifts
• Multi-tasking
• As a remote furniture specialist and customer service agent
• Assist customers with new purchases, previously placed orders, and product information inquiries
• Resolved each issue the customer is experiencing while displaying empathy and understanding to deescalate the situation
• To ensure accuracy and perform needed actions, by utilizing multiple company systems such as Order Management System (OMS), Customer Care User Interface (CCUI), and phone system thru Avaya
• As a furniture specialist the access, knowledge, and understanding of external tracking portals such as Ryder Last Mile (MXD) dispatch tracker and Fidelitone order portal allowed to track in real time.

• Verbal Communication, Phone Skills, Active listening, Data Entry Skills, Excellent soft skills, Customer Focus centric, Attention to detail, Professionalism, Multi-tasking
• Take incoming calls
• Inform clients by explaining Park rules and regulations; answer questions; find alternatives if what the client requested was not available
• Updates job knowledge by studying new policies and procedures
• Participates in educational opportunities
• Maintains and improves quality results by adhering to standards, guidelines and policies
• Cross trained on multiple platforms
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Self-motivated, with a strong sense of personal responsibility.

• Supervised a team of 8-12 sales agents utilizing effective communication and dynamic interpersonal skills
• Monitored daily sales operations and served as an informational and procedural resource to team members
• Coached team members to reach their weekly and monthly sales goals
• Monitored daily sales performance and provided feedback to each team member.
• Developed and implemented strategies to increase sales and improve customer service.
• Maintained up-to-date knowledge of products and services offered to customers.
• Trained and coached sales team members on best practices for customer service and sales techniques.

• Skillfully performed front office tasks for a small computer parts & accessories company
• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
• Answered inquiries and addressed resolved or escalated issues to management personnel to ensure client satisfaction
• Liaised with vendors, and professional services personnel to ensure proper processing of orders in alignment with needs and specifications of management
• Corresponded with clients through email, telephone and postal mail
• Provided clerical support to company employees, including copying, data entry, faxing and file management
• Sorted, received and distributed mail correspondence between departments and personnel, including parcel packaging, preparation and efficient shipping