Tiesha prince
Summary
With a proven track record at Iqor Holdings US, I excel in enhancing customer satisfaction and streamlining operations, demonstrating top-notch problem-solving and active listening abilities. My expertise in Salesforce and call center operations has significantly boosted productivity, making me a valuable asset to any team aiming for continuous improvement and exceptional service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Call Agent
Iqor Holdings US
Meridian, MS
02.2021 - Current
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Streamlined processes for improved efficiency, leading to shorter wait times for customers.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Boosted sales by offering tailored recommendations based on customer needs and preferences.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Connected callers with appropriate professional, department, or business.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Kept records of calls placed and charges incurred.
Sales Supervisor
Loews Home Improvement Warehouse
Atlanta, GA
02.2015 - 04.2018
- Monitored daily sales performance and provided feedback to each team member.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Promoted exceptional customer service by engaging clients on sales floor.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Coordinated promotional events to showcase product offerings effectively, attracting new customers to the brand.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Mentored junior staff members, fostering professional development and career progression within the organization.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
- Checked store merchandise regularly for proper display and replenishment.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Constructed displays and signs to promote specified products and sales promotions.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Maintained comprehensive knowledge of industry trends, competitor activity, and emerging technologies to inform strategic decisionmaking.
- Set sales goals and tracked progress using [Software].
- Optimized store layout based on customer traffic patterns, enhancing shopping experience and driving higher conversion rates.
- Developed strong relationships with key clients, resulting in repeat business and increased loyalty towards the brand.
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
- Boosted sales performance by implementing effective floor management strategies and staff training programs.
- Identified, qualified and closed business opportunities for [Product or Service].
- Demonstrated product and answered questions for prospective customers.
- Enhanced customer satisfaction with personalized service and prompt issue resolution.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Enhanced overall shopping experience for customers with a clean, organized, and visually appealing retail space.
- Coordinated special events at the retail branch that engaged customers while promoting company offerings effectively.
Manager
Dixie Oil Store
West Point, MS
09.2011 - 01.2014
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Defined clear targets and objectives and communicated to other team members.
- Improved marketing to attract new customers and promote business.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Controlled costs to keep business operating within budget and increase profits.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Improved safety procedures to create safe working conditions for workers.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Increased market share with strategic business development efforts, expanding into untapped markets.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Education
GED -
Western Governors University
Salt Lake City, UT08-2015
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Goal oriented
- Outbound sales
- Continuous improvement
- Call monitoring
- Salesforce
- Workforce management
Customer service
Active listening
Customer relations
Problem resolution
Conflict resolution
Call center operations
Scheduling
Call management
Paperwork processing
Appointment scheduling
Order processing
Staff training
Technical support
Sales expertise
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Supervised team of 6 staff members.
- Resolved product issue through consumer testing.
Certification
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
- Communication Skills Certification - Various Online Learning Platforms.
- For the occupation of Switchboard Operators, Including Answering Service, there aren't 30 distinct professional credentials specifically tailored or widely recognized exclusively for this role, given its nature and the general skills required. However, I can list a few certifications and skills enhancements that could be beneficial and are sometimes sought after by employers in related fields to improve service quality, technological proficiency, and customer interaction capabilities.
- Infection Control Certificate(IC)-Various providers offer courses that certify knowledge in preventing the sp
Languages
English
Full Professional
English
Full Professional
Timeline
Call Agent
Iqor Holdings US
02.2021 - Current
Sales Supervisor
Loews Home Improvement Warehouse
02.2015 - 04.2018
Manager
Dixie Oil Store
09.2011 - 01.2014
GED -
Western Governors University