Experience

Six Twenty-One Virtual Call Center

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Entrepreneur

  • Feb 2015 - Present

  INBOUND CUSTOMER SERVICE SOLUTION Virtual Phone Receptionist Our live virtual phone receptionist will answer each and every phone call and email that your business receives. We will answer your phones during and after hours, initiate live chat services (optional), or complete a web based form to request that a call be returned immediately. We will answer general questions about your business, give directions, screen calls, and when necessary patch important calls to you wherever you are. The role of this job is the very same things an in-house receptionist could do, only it’s going to cost you far less. Every call is recorded with contact name, phone number, email address, reason for the call and any other specifics that you require. Customer Service Our live agents will provide information to customers in response to inquiries about your products and services, troubleshoot customer issues, take payments and answer billing questions to name a few. They possess persuasive and friendly verbal communication skills for the purpose of educating customers and imparting critical information in an easy to understand format. They are trained to actively listen for the purpose of determining customer needs and problem-solving with the intent of keeping customers for the long-term. They have the ability to sell products and services to new and current customers, and leverage discovery techniques to find the correct match of products and services to your customer’s needs. Event Registration We provide live phone and email support for your events. For events such as weddings, parties, marathons, conferences, and festivals, you need an inbound contact center that can collect your attendees’ information, store it in a secure format, and then provide that data to you in real-time. Now you can focus on planning your big event and invest your time elsewhere. From registrations to payment processing and sending out email reminders to your RSVP guests, it’s a one-stop shop. Show less



Six Twenty One Consulting Group LLC

• Florence, SC

• Entrepreneur

  • Mar 2012 - Present

  6/21 Consulting Group is a boutique full-service public relations firm. We provide customized and effective Public Relations and Strategic Media Support for clients in the US and aboard. Our public relations team provides strategic and measurable public relations solutions that support your organization's business objectives. Through research, creative thinking, smart strategies and execution, our public relations programs help you dominate the markets you serve, 6/21 Consulting Group is a boutique full-service public relations firm. We provide customized and effective Public Relations and Strategic Media Support for clients in the US and aboard. Our public relations team provides strategic and measurable public relations solutions that support your organization's business objectives. Through research, creative thinking, smart strategies and execution, our public relations programs help you dominate the markets you serve,



ACS, a Xerox Company

• Cary, NC

• Supervisor

  • Mar 2010 - Mar 2011

   Carried out supervision, call monitoring, coaching, training, and annual evaluations  Conducted audits within the team and systems to identify and suggest improvements to workflow that result in reduced turnaround, improved customer satisfaction  Performed the work of the front line team on a regular basis and during peak times to maintain service goals, providing support as needed, and addressing escalated calls and non-standard customer service related issues.  Regularly updated upper Call Center Management regarding the activities of assigned projects  Analyzed, summarized and/or reviews data; report findings, interprets results  Created financial statements and supporting schedules.  Analyzed revenues, commissions and expenses on monthly basis Show less



Monster

• United States
• Internet Publishing
• 700 & Above Employee

• Customer Service Rep

  • Oct 2008 - Jan 2010

   Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs, and resolving billing and basic service issues in a prompt and effective manner.  Professionally answered a high volume of call types as assigned. Effectively scheduled service appointments for current customers in a proficient and courteous manner.  Able to efficiently navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers.  Successfully up sold customers on promotional upgrade services.  Managed follow up calls to customers in a timely manner. Show less



Webb Service

• Greater Atlanta Area

• Operation Manager

  • Apr 2005 - Jan 2008

   Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs, and resolving billing and basic service issues in a prompt and effective manner.  Professionally answered a high volume of call types as assigned. Effectively scheduled service appointments for current customers in a proficient and courteous manner.  Able to efficiently navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers.  Successfully up sold customers on promotional upgrade services.  Managed follow up calls to customers in a timely manner. Show less



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Service Rep

  • May 2002 - Feb 2005

   Educated clients regarding the Work Opportunity Tax Credit program to ensure full use and understanding of our products’ capabilities and procedures.  Follow-up with clients to ensured they were satisfied with the service received.  Developed and maintained effective relationships and work to ensure the client has a meaningful and positive experience  Set up and supervise 15 employees on an email team within the department  Educated clients regarding the Work Opportunity Tax Credit program to ensure full use and understanding of our products’ capabilities and procedures.  Follow-up with clients to ensured they were satisfied with the service received.  Developed and maintained effective relationships and work to ensure the client has a meaningful and positive experience  Set up and supervise 15 employees on an email team within the department