Open To Work
Trina Baker
Atlantic Aire LLC
Lusby,MD
Work Preference
Job Search Status:
Open to work
Desired start date:
Immediately
Desired Job Title
Call Center ManagerManagerCustomer Service Representative
Work Type
Full TimePart Time
Location Preference
Remote
Important To Me
Flexible work hoursCareer advancement
1
Certification
19
years of professional experience
Experienced call center manager with 15+ years of customer service, operations, and administrative leadership. Skilled in remote customer support, upselling HVAC equipment and maintenance agreements, resolving escalated issues, dispatching technicians, and managing accounts payable/receivable. Proven ability to build customer relationships, exceed service expectations, and thrive in fast-paced, high-volume environments.
Work History
Call Center Manager
3 Years 8 Months- Oversaw high call volumes, delivering exceptional customer support and maintaining professional composure.
- Upsold HVAC equipment replacements, upgrades, and maintenance agreements to customers through phone consultations, increasing revenue while meeting customer needs.
- Addressed and resolved escalated customer issues promptly to ensure customer satisfaction.
- Administered accounts payable and receivable functions, ensuring timely payment processing and collection efforts.
- Processed vendor payments, invoices, and account statements accurately.
- Verified correct equipment delivery and return documentation.
- Cultivated strong relationships with existing clients by consistently providing high-quality service, competitive pricing, and tailored proposals.
- Served as the primary point of contact, scheduling appointments for prospective and existing clients.
- Dispatched field technicians and validated purchase order information.
Manager
14 Years 8 Months- Oversaw daily operations to support company functions.
- Maintained a clean, organized, and safe workspace for employees and customers.
- Executed cash handling and ID verification processes accurately.
- Assisted in enhancing customer satisfaction by resolving issues promptly and fostering communication.
- Verified correct shipping and receiving of parts and inventory.
- Boosted business visibility and customer engagement through effective website management.
- Monitored and recorded inventory levels for accuracy.
- Conducted precise data entry and managed databases to keep vital information organized.
- Processed customer invoices, managed payments, and maintained account records.
Education
Associate of Science - Nursing
GPA: 3.7
Skills
Remote Customer Support
Outbound Sales
Inbound Call Handling
Upselling
Cross-selling
Customer Retention
Appointment Scheduling
Call Routing
Call Center Customer Service
CRM Software
Data Entry
Microsoft Office
Microsoft Excel
QuickBooks
Computer Skills
Team Coaching
Leadership
Escalation Handling
Efficient Decision-Making
Multitasking
Time Management
Attention to Detail
Excellent Communication
Teamwork & Collaboration
Check Cashing & ID Verification
Certification
Registered Nurse License (RN), State Board of Nursing
Timeline
Call Center Manager
Atlantic Aire LLC
02.2021 - 10.2024Read More
Manager
Len's Marina
04.2006 - 12.2020Read More
College of Southern Maryland
Associate of Science from Nursing
Read More