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
Accounts reconciliation
File and data retrieval systems
Negotiation
Strategic planning
Staff Management
Schedule Coordination
Account verification
Team Training
Client rapport
Account management
Upselling
Forecasting abilities
Prioritizing workflows
Goals and performance
Account development
Complaint resolution
CRM
Money handling abilities
Creative problem solving
Multi-line phone talent
Service standard compliance
Strategic sales knowledge
Recordkeeping strengths
Documentation and reporting
Call center operations
Cloud applications
Written and oral communication
Policies and procedures
Improvement initiatives
Coaching and mentoring
Schedule optimization
Technical Support
Team Bonding
Hardware knowledge
Problem-Solving
Teambuilding
Data Entry
Critical Thinking
Interpersonal Communication
Good Telephone Etiquette
Cultural Awareness
Multitasking Abilities
Performance improvement
Timeline
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