Cecil Fountain Email & Phone Number

Atlanta, Ga

• Communicate with customers via multiple channels to ensure they have allrelevant info regarding their purchase or sale, and pre-sale and post-sale issueresolution• Collaborate with national Vroom team and external vendors to provide conciergeexperience and ensure timely unit arrivals, maintenance and repairs, and overall qualityof products• Coordinate deliveries with customers, drivers, and external transporters andset appropriate delivery expectations• Multitask with a number or software systems including Salesforce, Slack, MSOffice, Runbuggy,Acertus,Auctiontrac, G-Suite, and TDMV deliver dreams todriveways• Meticulous documentation of each customer interaction and real-time inventory

Atlanta, Georgia, United States

• Established a virtual call center and managed a team of 17 Customer ServiceAdvocates and led their migration into CSA roles for 6 different clients• Built comprehensive reporting infrastructure to allow for coaching of under-performingCSA’s improving their performance, on average, by 25%• Increased my own scored KPI's to the top 3% of all CSA's on the platform

Atlanta, Georgia, United States

• Used CRM in managing all customer contact and keeping accurate records of every contact result• Exceeded sales targets by up to 62% by maintaining a robust knowledge of product offerings and quickly assessing customer needs• Generated new business by prospecting, making follow up calls to customer base and referral sources, and educating potential customers on how our products fit their needs

Greater Atlanta Area

• Demonstrated confident ability to educate customers and provide full suite of solutionsusing full knowledge of technology suite• Maximized customer satisfaction by active listening and reviewing and understandingcustomer profiles during calls to identify and address customers’ primaryand underlying needs and strategically recommending products to fit customers' needssuggesting non-routine and/or value-added solutions

Atlanta, Ga

• Designed and delivered training to agents, trainers, and team managers to support performance objectives• Created calibrations to increase efficiency and ensure quality and consistency throughout the company• Tracked key performance indicators and variance to service level agreements• Analyzed call drivers and forecast trends

Master Of Business Administration (M.B.A.), Strategic Management

Master's of Business Administration degree focusing on strategic global management, business development, project management.

Master’S Degree, Sociology

Bachelor’S Degree, Psychology