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Sales and Support Specialist with 5+ years in telecommunications
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Competencies
Utilized CRM systems like SAP and Salesforce to manage client interactions and sales processes.
Developed and implemented sales strategies for service activations and package sales, achieving high activation and upsell rates.
Delivered technical diagnosis and resolution for landline and mobile account issues, coordinating with technical teams.
Monitored and managed real-time workforce operations to optimize agent availability.
Provided exceptional customer service through inquiries management, customizing solutions, and promoting add-ons.
Education
Languages
Summary
Experienced in sales, technical support, and workforce management within the telecommunications industry, prioritizing customer satisfaction and team efficiency.
Key Achievements
- Managed and scheduled over 200 electricity service activations monthly with high customer satisfaction at Telus Digital
- Maintained an upsell rate of 50-70% through targeted sales strategies and customer insights
- Provided technical support and customer service for landline and mobile services, resolving issues efficiently
Experience
Sales and Activations Scheduler
Managed and scheduled electricity service activations for the Texas market, Achieved a 200-250 activations per month rate, Maintained an upsell rate of 50-70% through targeted sales strategies and customer insights, Delivered exceptional customer service by addressing inquiries, customizing service...
Sales and Concierge agent – Cruise Packages
Provided sales and concierge services for cruise packages, Delivered tailored solutions to meet clients needs.
Workforce Analyst (Real time)
Monitored and managed real-time workforce operations, Optimizing agent availability for peak efficiency.
Collections agent – Corporate business mobile accounts
Managed collections for corporate mobile account on inbound calls, Negotiating payment plans and resolving disputes.
Technical Support Representative – Landline Services for Home Accounts
Delivered technical support for landline services, Diagnosing issues and coordinating with technical teams.
Collections Agent - Corporate Landline Services for Business
Handled collections for corporate landline accounts on inbound and outbound calls.
Collections Agent – Personal Cellphone Accounts
Conducted collections activities for personal cellphone accounts.
Cellphone Activations Department
Assisted customers with cellphone activations.