I focus on acquiring & maintaining a working knowledge of Oracle Solutions to become a trusted advisor to prospects. Uncovering & qualifying prospective customer needs, understanding business processes, identifying projects, determining requirements, and ascertaining potential solutions.

Along side my customer service experience I have 1 year in Door to Door sales, which then progressed to Solar Cold Calling Sales for two years. Fell in love with sales and ended up at Oracle, dream spot for me.

As the Customer Service Team Lead at the New York State Department of Labor, you will oversee a team of customer service representatives, ensuring that they provide excellent service to the public. You will be responsible for managing team performance and implementing strategies to improve customer satisfaction.- Achieved a CSAT score of 95% by implementing effective training programs and ensuring consistent quality in customer interactions.- Increased the FCR rate from 70% to 85% by empowering team members with better resources and tools, and by enhancing their problem-solving skills.- Reduced AHT from 10 minutes to 7 minutes per call without compromising the quality of service by streamlining processes and providing advanced training on call handling techniques.

As a Customer Service Representative at the New Jersey Department of Labor & Workforce Development, you will provide support and assistance to individuals seeking information and services related to employment, unemployment benefits, and labor regulations. You will handle inquiries and ensure a positive customer experience.- Successfully managed a high call volume, handling up to 80 calls per day while maintaining high service standards.- Reduced AHT from 12 minutes to 8 minutes per call by streamlining call handling procedures and improving personal efficiency without compromising service quality.- Received positive feedback from 95% of customers, highlighting the quality of service and support provided.