Terri Pearson

• Assisted in managing Virtuoso Voyages projects
• Facilitate continuous support for various program activities
• Support management of designated email inbox.
• Maintain an information/resource page on Virtuoso.com.
• Send various scheduled email communications to hosts.
• Assist in maintaining the online registration platform.
• Support and update sailing data spreadsheet.
• Assist with host application review process.
• External: Regular contact with partners and members.
• Liaise with Operations on registration changes, sailing updates and special requests
• Maintain tracking sheets for various information
• Maintain dashboard in Smartsheet.
• Compile weekly status reports for the internal team.

Engaged with customers via phone calls and online interactions as a remote Customer Service Representative

Delivered exceptional inbound customer assistance, adhering to call flow protocols

Managed more than 50 daily calls with strong communication skills

Demonstrated empathy while listening to customer concerns

Utilized strong problem-solving abilities to resolve issues and ensure a smooth experience for callers.

Collaborated with team members to continuously improve service processes.

Ensured customer satisfaction by delivering timely and accurate information.

Supported clients in realizing development goals

• Led customer relations, driving sales reservations
• Designed efficient feedback mechanisms, enhancing call performance
• Consistently surpassed both individual and team sales targets
• Demonstrated unwavering dedication and strong work ethic
• Boosted reservation rates by adeptly managing over 100-200 customer interactions daily
• Pioneered customer feedback strategies, significantly improving call quality
• Ensured consistent service excellence, adhering to strict performance metrics
• Empowered team success by consistently exceeding personal and department goals
• Streamlined customer engagement processes, elevating service quality
• Analyzed customer feedback to refine sales strategies effectively
• Refined customer service protocols, enhancing operational efficiency
• Optimized sales techniques through detailed analysis of customer interactions
• Achieved top sales performer status through strategic client engagement

• Handled large-scale customer inquiries with efficiency and precision
• Provided premium Concierge services to high-profile clients
• Skillfully managed reservations, orders, and entertainment bookings
• Performed extensive research to fulfill unique client requests
• Upheld high customer service standards under intense pressure
• Implemented creative solutions for unique travel requests
• Streamlined client interactions, enhancing service delivery and satisfaction
• Analyzed client needs to tailor bespoke travel solutions effectively
• Pioneered innovative approaches to meet complex client demands
• Provided consistent support, ensuring high standards of client care
• Maintained meticulous attention to detail in managing sensitive bookings

• Built and maintained external referral sources through strong prospecting skills
• Analyzed and processed SBA 7(a) loan requests with high-level scrutiny
• Enhanced customer service experience through effective team collaboration
• Achieved a minimum $15MM annual closed production through submission of high-quality application packages

• Demonstrated strong teamwork in intake process coordination at Wilkins law firm/shiftsmart
• Proficiently utilized Microsoft Excel and other software for effective data organization
• Handled 100-150 client interactions with professionalism, addressing concerns efficiently
• Guided clients through the process with composure, ensuring their satisfaction

• Enhanced customer service by managing multi-channel inquiries
• Increased customer retention through innovative engagement tactics
• Improved efficiency by streamlining customer interaction process
• Boosted sales through proactive engagement and discovery
• Handled high volume of calls daily, processing payments securely
• Elevated client satisfaction by refining service protocols
• Optimized call handling to reduce wait times and enhance user satisfaction
• Implemented a feedback system to improve service quality continuously
• Monitored and reported on service metrics to ensure standards are met
• Provided team support, aiding in complex issue resolution for customer satisfaction
• Developed customer service training materials to elevate team performance

• Effectively managed appointment schedules to maximize customer service
• Handled technicians' time-off requests in accordance with union contracts
• Maintained detailed records of shift bids and schedules
• Promptly communicated absence occurrences to field management
• Allocated vacation slots and shift requirements for optimal efficiency

• Revamped client onboarding process, boosting efficiency
• Managed 75-150 daily calls, capturing crucial client data
• Ensured client alignment with firm's services, enhancing compatibility

• Handled high volume inbound calls
• Achieved high conversion rate, enhancing client base
• Exemplified customer service excellence
• Expertly dispatched service calls
• Utilized CRM software for efficient case handling

• Steered high-volume daily calls, promoting window cleaning services
• Achieved targets through scheduling of quality appointments
• Employed CRM software for accurate client case documentation
• Showcased innovative problem-solving skills in addressing clients' concerns