Occupation:Customer Service Representative |
Education Level:Some College Units Completed |
Will Relocate:YES |
Description
PROFESSIONAL SUMMARY: * Personally responsible for the scheduling and supervision of staff members, mainly consisting of Youth Rehabilitation Counselors * Stepped up on designated weekends and served as the Administrator responsible for making calls to parents, making calls to the Deputy Director of the facility to notify of any escapes * Professionally carried out employee sanctions when absolutely necessary * Entrusted with the process of employee record keeping such as attendance, sick leave, vacation time and the recording of sanction information into the company database ensuring timeliness * Viewed customers during their visit to the store through utilization of close circuit TV resulting in the protection of associates and company assets * Apprehended shoplifters and notified the Delaware State Police questioned shoplifters to ascertain reason and/or accomplices reporting results to the Police upon their arrival * Responsible for determining if there was fraudulent use of customer credit cards resulting in the determination of where credit card information was compromised * Timely cancelled and re-issued new credit cards to custome3rs if fraudulent use of credit card was validated * Evaluated new hire learning sessions during their probation period to ensure that they followed the metrics put in place to maintain Bank of America's quality call standards * Handled the collection of delinquent 60, 90, and 120 day accounts in a professional, understanding manner * Negotiated settlements and/or developed payment programs for customers experiencing financial stress * Drove new sales and revenue from prospective and existing customer accounts within their respective segment * Worked with various assigned account teams to obtain new business within a large customer base * Presented alternative ways of creating the real value of IRM's total solution offering for clients through assessing their problems/opportunities and highlighted IRM areas of strength, competitive pricing, customer satisfaction and competitive advantages with existing and new accounts * Built customer relationships through strategic conversations to understand organizational objectives and goals * Ensured communication both internally and externally to enable superior customer satisfaction and their industry trends education * Supported pipeline and account activities through tracking sales results utilizing SalesForce.com * Sold and closed new areas of opportunity, secured resources and drove sales processes to assist in scoping and pricing for special projects, resulting in consistent revenue growth and quota attainment * Solicited and generated ne4w business opportunities through outbound telemarketing campaigns regarding pipeline development * Sold transactional Iron Mountain services through access of key decision makers within the book of business guidelines, as well as, closed business deals over the telephone
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