Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Trisha Smith

Trisha Smith

Springfield,OR

Summary

Strong willed Sales and Customer Service Agent with high level of enthusiasm and energy. Over 16 years of experience in call center environments. Possessing skills in developing rapport with each customer. Looking to secure a position in a thriving and fast-paced environment where excellent customer service skills will be utilized and appreciated.

Service-oriented Agent with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Outbound Sales Call Center Agent

Royal Caribbean Group
11.2017 - 10.2022
  • Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
  • Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
  • Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
  • Conducted 131 outbound phone calls daily to reach potential clients and market cruise vacation products and services.
  • Overcame objections using friendly, persuasive strategies.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Set up appointments with interested customers according to schedule availability.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.

Inbound Call Center Sales Representative

Royal Caribbean Group
09.2009 - 11.2017
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
  • Processed customer order, quote and return transactions and offered additional products and services.
  • Trained and coached new call center team members on computer systems and customer service strategies.
  • Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
  • Overcame objections using friendly, persuasive strategies.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.

Trade Support Customer Service Call Center Agent

Royal Caribbean Group
03.2006 - 09.2009
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Entered and updated clients' proprietary information in Siebel system.
  • Built rapport with our travel partners and followed up to confirm address of concerns.
  • Displayed critical thinking skills and decisive judgment and worked with minimal supervision.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Education

High School Diploma -

McKenzie High School
Finn Rock, OR
06.1995

Skills

  • Phone Script
  • Persuasion Strategies
  • Promotions Programs
  • Information Updates
  • Performance Goals
  • Professional Relationships
  • Closing Sales
  • Follow-Up Calls
  • Outbound Calling
  • Closing Procedures
  • Call Control
  • Strong Telephone Etiquette

Accomplishments

    Sales Agent of the Year

    Emerald Award Winner

    Platinum Award Winner

Certification

CLIA Certified

Timeline

Outbound Sales Call Center Agent

Royal Caribbean Group
11.2017 - 10.2022

Inbound Call Center Sales Representative

Royal Caribbean Group
09.2009 - 11.2017

Trade Support Customer Service Call Center Agent

Royal Caribbean Group
03.2006 - 09.2009

High School Diploma -

McKenzie High School

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Trisha Smith