Hi, I’m
Wayne Smith
Memphis,TN
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Summary
Customer-focused Customer Service Specialist with [8] years of experience leading outbound call center operations. Innovative leader with track record of developing and implementing creative new processes that meet client, customer and call team needs. Dedicated to maximum sales and fundraising results with exceptionally engaged and loyal employees.
Overview
11
years of professional experience
Work History
American HomeShield Memphis, TN
Outbound Sales Specialist
11.2013 - 02.2018
Job overview
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
MCB ElectricalOakland, CA
Electrician's Apprentice
07.2010 - 12.2012
Job overview
- Worked in team-based environment to accomplish projects.
- Assisted with electrical installation tasks, added new wiring and adjusted breaker boxes.
- Assisted electricians in wiring residential buildings with installation of electrical conduits.
ACS XeroxMemphis, TN
Customer Service Team Lead
02.2007 - 07.2010
Job overview
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Located products through extensive researching and arranged for drop shipments for items located at different facilities.
Education
Southern Illinois University Edwardsville, Edwardsville, IL
Some College (No Degree) from Mass Communications
Skills
- Performance-driven
- Script use
- Inbound and outbound calls
- Account updates
Timeline
Outbound Sales Specialist
American HomeShield
11.2013 - 02.2018
Electrician's Apprentice
MCB Electrical
07.2010 - 12.2012
Customer Service Team Lead
ACS Xerox
02.2007 - 07.2010
Southern Illinois University Edwardsville
Some College (No Degree) from Mass Communications
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