• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.• Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.• Helped operators handle incoming calls and managed escalated needs with targeted resolutions.• Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.• Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.• Conferred with senior management to handle and correct disciplinary or knowledge issues.• Trained, oversaw and mentored new team members to strengthen performance and job expertise.• Engaged clients in person and over phone to answer questions and address complaints.• Maintained accurate and current customer account data with manual forms processing and digital information updates.• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.• Reviewed associate performance each week to identify training needs.• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.• Recommended broadband cable services to customers, thoroughly explaining details.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.• Connected with customers to assess satisfaction and resolve service issues.• Completed paperwork in full, on time and with high accuracy.• Traveled daily to visit retail locations• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.• Promoted Straight Talk Cellular to potential clients by describing benefits, demonstrating features and redirecting concerns.• Managed and directed personal sales of Straight Talk products to attain and expand new and existing business.• Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.