May 2008 to September 2009
I received inbound calls from Residential customers who were wanting to cancel their phone or dsl service. My job was to retain them as a customer. I had to retain on average approximately 45-50% on average per month. New orders were able to be placed if a customer was moving to retain them or just maintain service based on value & benefits. I also handled billing issues and took payments for these customers. I was also trained with the ability to sell Mobility, UVerse, Dish Network, & Directv. I was trained in about 10-12 different systems needed for all our abilities. We had specific items that we were held responsible for monthly, such as adherence to our schedules, retention rate, talk time, hold time & transfer rate. There was a monthly bonus awarded if you met these items on a satisfactory level as well as a layover bonus if you went above & beyond on specific items.
Inside Sales/Customer Service
October 2007 to May 2008
Our company manufactured & sold nylon tactical gear (armor carriers, holsters, slings, cases etc.) for the Government, Military, Police Dept, etc. We also had international dealers. The majority of our business was Government contracts. Responsibilties included taking orders over the phone & through email. Assisting walk in customers. And handling any customer service issues that came up.
Inside Sales Representative
February 2007 to September 2007
I managed existing accounts, and set up new accounts. I processed all sales orders for my region that are received via phone, fax, or email. I followed through all sales orders until they're shipped & received. In addition to entering the orders, I set up the freight carriers as well. Our company distributes raw materials for the coatings, adhesives, & sealants industries. A lot of my job is considered customer service, such as answering calls regarding pricing, availability, billing inquiries, follow up, & resolution of charge-backs.
June 2000 to March 2005
Taking Inbound sales and service calls, and making outbound sales calls. The calls related to Residental, nationwide home phone service (local, local toll, long distance), Internet Service (dial up and DSL), and VOIP Service. Handling billing Inquiries and taking payments. New orders were set up and placed through multiple systems. I also attended consistent Selling Skills Training through out my career there. I also took part in volunteer programs. We were expected to adhere to our schedules at a satisfactory level as well as adhering to average talk time, hold time, and transfer rate. There was a monthly bonus rewarded if you met the outstanding level for your sales/call and your conversion rate.