Dedicated professional with over 8 years of experience in customer service, sales, and technical support, skilled in building lasting client relationships, training teams, and executing strategic initiatives.
Applied advanced customer rapport, complaint resolution, and retention techniques across multiple roles, ensuring high satisfaction levels.
Utilized strategic planning and interpersonal skills to achieve and surpass sales targets in retail and B2B contexts.
Delivered product and service training to colleagues, improving team capabilities and knowledge base.
Resolved technical issues and provided product guidance through remote tools, reducing downtime and improving user experience.
asurion
Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications., Delivered comprehensive training to new staff on product knowledge and sales techniques, improving team performance., Handled customer complaints with empathy and professionalism, restoring consumer confidence., Maintained comprehensive brand and product knowledge to maximize sales opportunities and meet set targets., Addressed customer inquiries and concerns to facilitate decision-making and minimize anxiety or hesitation., Conducted follow-up calls to assess customer satisfaction, identifying opportunities for repeat business., Utilized customer feedback to recommend improvements in products and services, fostering brand loyalty., Managed inbound and outbound calls, providing comprehensive product knowledge to enhance customer engagement., Achieved and exceeded monthly sales targets through strategic planning and customer engagement.
Full Potential Solutions
Built rapport with customers quickly, creating lasting bonds to increase customer lifetime value, Conducted consumer and audience research, collating and presenting detailed customer behaviour reports to identify sales and retention areas for improvement, Developed comprehensive retention strategies based on customer feedback and insights, Negotiated with clients to renew contracts and retain business while increasing revenue and profits for company, Communicated directly with customers to discover issues and ways to improve company products and services.
Bachelor’s Degree
Certificate of Higher Education
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Callzilla
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Sutherland
Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications, Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers, Carried out regular training with staff to help advance skills within customer care, effective complaint handling and service improvement tactics., Diagnosed and resolved technical issues for customers via phone, email, and live chat, enhancing satisfaction rates., Utilized remote desktop tools to directly address and solve user issues, increasing resolution speed., Offered expert advice on security best practices, helping users protect their data from potential threats., Provided detailed guidance on troubleshooting common software problems, reducing downtime for clients significantly.
