Rachel Roman

• Managed 30+ daily chat operations, ensuring prompt responses to customer inquiries.
• Developed and implemented strategies to enhance customer engagement and satisfaction.
• Trained and mentored junior team members on best practices in chat management.
• Resolved escalated customer issues promptly by communicating directly with customers or coordinating with relevant departments as necessary.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Followed through with client requests to resolve problems.
• Utilized CRM software to track sales activities and enhance customer engagement.
• Answered questions about company offerings with knowledgeable responses about products and services.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Maintained high call volume for increased sales opportunities with efficient time management skills.
• Upsold products and services strategically, increasing average transaction value and revenue generation.

• Coordinated sales support activities to enhance team efficiency and customer satisfaction.
• Implemented process improvements that streamlined order fulfillment operations.
• Collaborated with cross-functional teams to ensure seamless coordination between sales, vendors, and product manufacturing departments.
• Established strong relationships with key clients by regularly conducting business reviews and ensuring their needs were met throughout their customer journey.
• Steady progression through levels of company from Inside Sales Rep to Sales Support Coordinator to Customer Care Sales Support Estimator

Processed mail and faxes

• Resolved 30+ customer inquiries efficiently, enhancing satisfaction and loyalty.
• Managed high-volume call queues, ensuring timely response to customer needs.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Addressed customer account discrepancies and concerns.