Service Representative Call Center
Resume:
RESUME
Gail D. Wilson
advgi1@r.postjobfree.com
Linkedin.com/in/gaildenisewilson
Business Development Executive/Customer Service Representative A'LIAGE BEAUTY BAR
Naperville, Illinois, 60540
2006-Present
• Cultivate new business and maintain long-term accounts through prospecting, networking and solicitations.
• Drive the entire sales process; warm and cold calls, lead generating and closing sales solely and as part of a team: exchanged ideas and organized partnerships for the best results.
• Provide client services and support to customize products and services.
• Cooperate statistical analysis reports with management for business purposes.
• Optimize decision making by creating weekly, monthly, quarterly, and yearly reports regarding sales, customer retention and profitability.
• Identify customer’s pain point to make recommendations to resolve customers concerns and needs.
• Improve customer experience from top to bottom for customer retention and return to business to grow revenue.
Customer Success Representative
SONOVA/PHONAK - Aurora, IL 60504
2022
• Liaison to maintain service excellence and maintain productivity within the department.
• Worked cross functionally to ensure effortless customer experience.
• Handled customer requests by email and phone.
• Functioned as a resource to sales, training, workforce/quality management teams.
• Tracked order status in Outlook and SAP.
• Used current tools (SAP and Sales Force) to generate and maintain all customer account records and customer contacts.
• Handled escalated and complex customer inquiries/concerns.
• Performed all tasks assigned by management.
Retail Consultant/Customer Service Specialist
BURLINGTON COAT FACTORY
Naperville, Illinois, 60540
2019-2020
• Operated within multiple databases to assist customers with inventory and price inquiries.
• Cross functioning departments for customers to achieve a positive customer experience.
• Maintained knowledge of sales and promotions, policies regarding payment and exchanges, and security practices.
• Facilitated floor moves of merchandise, display setups, maintenance, and upkeep.
• Performed Loss Prevention duties when assigned by management operations.
• Performed other tasks as assigned by management operations. Business Development Specialist
HEARING HELP EXPRESS
Lisle, Illinois 60532
2019-2019
• Sold hearing aids, hearing aid products and hearing aid services, managed 80 to 100 inbound and outbound calls daily.
• Evaluated and tested customers hearing to recommend the best product to fulfill their hearing loss needs.
• Completed the entire sales process; asked questions, established rapport, made recommendation, filled the need, and closed the sale.
• Connected with current and potential customers to increase BOB by collaboration and persuasion with customers to help them correct their hearing loss.
• Collaboration with customers with initial product walk through assistance, ensuring proper usages of hearing aid products.
• Met with managers to create customized sales strategies to use to up sell customers within targeted sales territory.
• Used ABC approach as well as the customized strategies to increase revenue.
• Identified customer's pain point and made recommendations to resolve customer's needs.
• Revenue increased by using strategic methods of collaboration, persuasion, and creative.
Senior Account Executive/ Client Service Representative COMCAST/XFINITY CABLE COMPANY
Oak Brook, Illinois 60523
2006-2018
• Marketed Cable, Internet, Telephone, Home Security and Mobile Phone services as a
• S M E. i.e., Subject Matter Expert.
• Controlled customer accounts, built positive relationships and increased revenue
• Obtained 15-22% sales within the top 10% of agents based on percentage to goal.
• Promoted new products, increased service renewals, and expanded customer base.
• Developed relationships and established camaraderie with customers to sell the right products and services, using the ABC approach, i.e., Always Be Closing after addressing and resolving customer’s pain point.
• Achieved Platinum Seller Status selling Comcast/Xfinity residential services, enhanced sales by generating new accounts and upselling products alleviating customers pain point.
• Coached teams, teaching diverse ways to sell products and increase revenue.
• Cross-trained in Billing, Client Services and Technical Support Senior Insurance Professional/Client Services/ Team Lead ALLSTATE INSURANCE
Woodridge, Illinois 60439
2003-2006
• Solicited business by cold and warm calling leads within assigned territories.
• Made calls throughout assigned territory connecting with current customer base and prospective new customers.
• Increased customer base outside my assigned sales territories alone and as part of the
#1 Sales team within Allstate.
• Cultivated relationships with current and prospected customers after determining the pain point; increased BOB client base averaging 15% within assigned territories of 23 states.
• Proposed, customized, and sold products and services to clients using one call resolution.
Sales Floor Team Lead /Call Center Floor Leader/Customer Retention Specialist SPRINT PCS GROUP
Bolingbrook, Illinois 60440
2000-2003
• Provided enthusiastic sales team leadership in a 600 + employee inbound call center environment.
• Ensured that the call center sales, productivity, and quality performance goals were met or exceeded.
• Made appropriate staffing and hiring decisions to ensure quality and effectiveness of Customer and Business Service Specialists.
• Created statistical analysis and provided reports to management for trending purposes.
• Supervised, monitored, and trained staff in all departments impacting the customer experience.
EDUCATION
BUSINESS DEVELOPMENT
The University of Chicago Booth School of Business Currently Enrolled
BUSINESS DEVELOPMENT
The Wharton School of Business, University of Pennsylvania LEADERSHIP DEVELOPMENT
The Wharton School of Business, University of Pennsylvania CONSTITUTIONAL LAW
Yale University
HUMANITIES
Northeast Missouri State University
COSMETOLOGY
Debbie’s School of Beauty Culture
GENERAL STUDIES
Loyola University
GENERAL STUDIES
Carter H. Harrison Technical High School
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