YleBiyanca Drake
Customer Success Specialist
Duncanville,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Control Center Coordinator
ADT Security
Irving, TX
03.2023 - Current
- Entered data, generated reports, and produced tracking documents.
- Interceded between employees during arguments and diffused tense situations.
- Gathered and organized materials to support operations.
- Inventoried and ordered office supplies to maintain availability of products.
- Used job-related software to draft and finalize written correspondence and documentation.
Account Manager
ADT Security
Irving, TX
07.2014 - 03.2023
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Negotiated prices for products to reduce cost of acquisition by achieving lower price.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Recorded accurate and efficient records in customer database.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Negotiated prices, terms of sales and service agreements.
- Set and achieved company defined sales goals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Attended monthly sales meetings and quarterly sales trainings.
- Stayed current on company offerings and industry trends.
- Built relationships with customers and community to promote long term business growth.
- Kept detailed records of daily activities through online customer database.
- Informed customers of promotions to increase sales productivity and volume.
- Met existing customers to review current services and expand sales opportunities.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Contributed to team objectives in fast-paced environment.
- Trained new employees on customer service, money handling and organizing strategies.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Maintained current knowledge of evolving changes in marketplace.
- Achieved or exceeded company-defined sales quotas.
- Consulted with businesses to supply accurate product and service information.
- Developed and implemented strategies to increase client retention.
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Interceded between employees during arguments and diffused tense situations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
Bachelor of Science - Health Science
Purdue Global University
Indianapolis, IN 09.2019 - Current
Skills
Document management
undefinedTimeline
Control Center Coordinator
ADT Security
03.2023 - Current
Bachelor of Science - Health Science
Purdue Global University
09.2019 - Current
Account Manager
ADT Security
07.2014 - 03.2023
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