Customer Experience Employee of the Month February 2022 & March 2023Initiated Bridge the gap between departments within our customer experience team.Held trainings on process  and presentation on products and services.Trusted with white glove clients.Execute and retains customers through pre-thought strategies including outbound calls to proactively renewal customers approaching completion of initial term of contract.Evaluate customer needs, identifying the proper resources to retain customer business through renewal negotiations.Provide tailored responses that match the caller’s expectations to ensure effective customer satisfaction.Identify and resolves customer issues by aligning service features, pricing, value, payment options and benefits, to meet the need of the customer.Exercise creative negotiation and sales technique to motivate customers to continue using ScentAir services.Sell additional or upgraded services, while providing a quality customer experience.Research and review competitive pricing and service offerings to provide competitive price and product comparisons based on customer needs.Responsible for utilizing multiple customer databases to access, change or input account information for customers.Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.Meets or exceeds budgeted retention goals. Demonstrates the ability to meet individual performance goals/metrics.Started Quarterly Meetings to help "Bridge The Gap" between departments.Assisting in saving high revenue clients, and provide concierge white glove treatment providing one on one assistance.Effective collaboration between departments and peers to provide solutions to assist the customer.

•Participate in ongoing learning and development to enhance overall industry and product knowledge. •Complete all supervisor assigned LinkedIn Learning modules monthly (personalized by supervisor based on program and/or agent).•Conduct (1) monthly 1:1 session with assigned supervisor to receive and implement feedback as given by management. •Participate in (3) monthly coaching sessions to provide and receive feedback while driving to improve performance.•Provide a positive customer and partner experience to improve LendingTree NPS •Conversion > 35% •Q/A > 93% •ACW < 45 seconds •Get Feedback survey average > 4.0 •Review individual Get Feedback survey results weekly throughout.  •Remain engaged and accountable to foster a positive and productive work environment. •Actively participate in and attend 100% of scheduled team huddles and meetings including daily chats and team messages via Teams, Skype, and/or Slack.•Training Ambassador to new agents •Actively Coach and assist new coworkers achieve success in the first 90 days of employment.•Mentor new agents.•Listen to calls with new agents and provide coaching and tips on how to be successful.

• Answering calls from donors and clients regarding results for drug and alcohol testing.• Setup clients with clinics that are within price thresholds.• Setting up accounts and permissions based on sales (SIF) information provided.• Contact clinics regarding services they will provide to current and future clients.• Send protocols to clinics regarding clients selected services for use and TPA information.• Coordinating applicants from the request from the clients request until services are completed.• Coordinating post-accident (emergency services) for current clients based on DOT regulations.• Providing DOT compliance to clients based on the DOT agency they are with.• Contacting Owner Operators regarding testing. • Handling e-mails, calls, statistical reports, manual reports and escalated calls within randomdepartment.• Provided training manuals for Owner Operator Program in Random Department.Accomplishments● Trusted in many departments● Above and beyond approach● Received many compliments within company as well as from clients● Helped transition from old random program to new random program● Helped begin the Full Coordination for prestige clients● Handled White Glove Clients● Training Manual for Owner Operator process in random● Received several mini bonuses from supervisors for handling escalated situations.● Training new employeesSkills UsedTeamwork, Integrity, Dedication, Loyalty, Dependability, Networking, Problem Solving, CustomerOriented, Outside the box thinking, Training new employees

•Handled reselling services to customers that are looking to disconnect services for many reasons.•Reviewed services customers were receiving and matched them with a better plan based on needs and wants while keeping base business and keeping the customer first and still holding integrity of the company.

• Resolved issues regarding pricing, business closings, issues with deliveries, delivery points, removingand adding equipment, cannot reach customers, etc.• When inside sales representatives were not giving adequate information we were to coach them.• Assisted with sales calls along with inbound calls as the floor needed.• Assisted with floor numbers, goals, achievements, performance within the department.• Assisted in completing call allocation.• Daily review and investigation of issues posted via the ticket system by the ISR.• Monitor Service Issues sent to the branch and provide detailed resolutions for these issues.• Generate summaries and reports of daily account activities.• Develop relationships with branch staff and technical service staff on On-Premise business objectives• Provide specific communication on customer opportunities and potential exposures.• Manage special projects as assigned by CAC Supervisors and Director.• Communication of Sales Goals/Results as reported by Margin Minder.Inside Sales RepCoca Cola Bottling Company Consolidated - June 2004 to May 2007•Generate sales of CCBCC via conducting calls throughout the Mobile, AL Area.•Develop and maintain customer relationships via phone and email.• Responsible for preparing and presenting new sales opportunities and Orders.• SPARC award presented from the Mobile, AL branch for commitment in servicing customers andworking with the branch to increase sales.• Promoted to Customer Action Center Specialist in May 2007.

•Assist customers with new installation and move orders.•Consulted with customers to recommend and sell a variety of Cable products and/or services to meetcustomer needs. •Utilized appropriate sales techniques to encourage a good customer relationship and enhance thebuying experience.•Assist customers with any technical issues with their service and also with customers billing issues.