Denise SmithLocated in Placencia, Belize 011+501-615-7814 dcs963@gmail.com

E x p e r i e n c e d P r o f e s s i o n a l S e e k i n g O p p o r t u n i t y A s

Job Title: Customer Support Representative

Exceptional Organization Excellent Customer Service Self Motivated

Strong Time Management Routinely Exceed Expectations Superior Attention to Details

Excel Verbally & WrittenStrong Problem Solving SkillsCalm & Patient Demeanor

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YP Marketing Solutions, St. Louis, MO

Win-Back Team (Retention) 10/2012 – 04/18/2016 Salary: $14.37/hr plus commissions

Responsibilities:

I call/email small businesses with disputes and uncover the issue, resolve problem, earn back their business by providing them with support and guidance.

Provide written or verbal instruction systematically guiding them on Adsolutions portal, connect program and website editing.

During my employment I have met or exceeded monthly objectives, which allowed me to move up into more challenging departments.

Provide excellent customer service to existing and new clients Resolve conflicts on products and client order through Salesforce cases. Coordinate with multiple departments to ensure deadlines are met Provide concise details for the Design, Credit, Finance and Support Teams through Salesforce cases. Communicate with client on progress of order via email or phone. Collaborate with multiple departments to resolve complaints, claims or performance issues via

Salesforce cases and tasks. Utilize dual screen allowing me access to all programs needed during the discovery and proposal phase

with potential clients.

Achievements:

During my tenure I have received numerous awards for exceeding objectives.

My most prized award is from clients who have written letters regarding their experience and satisfaction.

Working in the Win Back department was without a doubt the most challenging position, but extremely rewarding. I dealt with current and former clients who were upset with products or lack of customer support. I was able to find solutions by listening and regain their business in most cases. I started in the Business Acquisitions Outbound Sales calling prospective businesses and working with them to find the best solution for their business. After 6 months I was promoted to the Incoming Business Acquisition Team, same as outbound except they called wanting information. After a year I decided it was time for me to step up and take on a challenge and was promoted to Win Back as a Retention Specialist.

RANSTAD STAFFING, St. Louis, MO

6368275343

Maritz QRT Travel Center 05/2012 10/2012 (temporary position) Customer Service Representative – Call Center Salary: $11.00/hr. plus bonuses

Responsibilities: Utilize “Agent” Call Center Phone System Adhere to Strict Federal Aviation Guidelines Communicate Program Information with Clients Maintain Calm Demeanor in Tough Situations Assess Customer Feedback and Provide Agreeable Resolutions Book Travel with Sabre system according to Federal Regulations Achieved #1 for Sales both Weekly and Monthly Maintain Low Call Time Booking and Documentation with 100% Accuracy Document Daily Log for All Calls Document Client File to Purpose of Call

I needed to gain the call center experience in order to obtain an Inside Sales position. The most satisfying and gratifying experience was clients appreciation of receiving personal attention they were not used to receiving. Several of the clients had called in expressing their satisfaction of how I treated them during their booking.

I took a month off to care for my ailing step-father who has since passed.

DACOM, St. Louis, MO3144422800 Jack Tipton

Sales Representative 10/2011 – 4/2012 Salary $30,000 plus Commissions

Responsibilities: Cold call B2B selling copier, printer and CAD solutions to Attorneys, Accountants, Engineers, Architects Researched Contract Discrepancies, Documented Files, Communicated Orally and Written Resolutions

According to Company Guidelines Negotiate Contract Terms Research, Document and Direct Resolutions for Customer Complaints Document Loan Contracts Update Customer Database Daily in Salesforce Negotiate Payment Terms with Client Create Proposal Customer Service via Telephone, in Person and Email (Outlook) Conducted Training Classes for New Equipment at Clients Office Retained Current Customers by continuing communication and checking on equipment needs Exceed Customer Expectations by Delivering On Promises

Achievements: Exceeded Objectives within the First Month. Received accolades as this had never been achieved. Exceeded Objectives throughout my tenure in new revenue and retaining existing. I had never worked in this field, but my prior sales experience helped me to adapt quickly.

THE MEN’S WEARHOUSE: St. Louis, MO

8007276638 x7271099

Contact Employer Yes

Assistant Store Manager 5/2006 – 10/2011 Salary: $22,000 plus commission

Responsibilities: Assess Customer Feedback and Implement Training Where Needed Negotiate Fees with Clients Direct Daily Work Needs Direct Interview Process and Hiring Research Ways to Increase Store Volume, Recommend New Product Lines Identify Disciplinary Needs and Effectively Implement Action Research, Identify and Establish Training Modules Design Floor Displays Research Inventory Reports to Determine Product Needs Train Support Staff on Registers and Oracle Conducted Weekly Meetings to Help Sales Staff Reach Goals Achieved Personal Sales Expectations Maintained Positive Work Environment Create Schedules Submit Supply Orders for Store Operations Sold with Integrity while Educating Customers Assisted Store Manager in Achieving Annual Sales Goals through Teamwork

Achievements: Suggested Internal Ordering System for Stores, Reducing 35% of Customer Complaints and

Millions in Lost Revenue; New System Increased Revenue by $7.8 Million the First Year and Reduced Staff from Not Selling on Average 2 Hours Per Day

Increased Fee Recovery from 40% to 94% Personally Ranked Top 5 Each Year for Highest Average Ticket, Out of 297 Sales Staff In Region Rank #1 Overall in Store of 6 Sales Staff Awarded Rookie of the Year in 2006 for the Southwest Region Increased Revenue at Two Stores to Achieve $1.8 Million “Excellent YearEnd Sales Goals” for the First

Time Numerous Letters of Customer Satisfaction and Appreciation Sent to Corporate Office Regarding

Their Experience

GORDON’S JEWELERS: St. Louis, MO

Contact Employer – Out of Business

Sales Associate August 2005 to May 2006 Salary: $12.00/hr. plus commissions

Responsibilities: Meet and Exceed Sales Goals Open and Close Store Bank Deposits Daily Inventory Counts Complete Daily Reports Transfer Product In/Out Order Product from Vendors Custom Design Settings

Achievements:

No. 1 in area for sales Helped store achieve yearend goals for first time. Achieved success in Sales with no prior experience Established Written Guidelines for Customer Rates Established a Fixed Deadline – Reducing Loss of Profits Received awards for exceeding monthly goals Numerous Client Letters Regarding Experience Working With Me to Resolve Their Issues

Education:

COURT REPORTING INSTITUTE OF HOUSTONOnline course study of Court Reporting/Stenography (full time student) 1/2010 – 1/2012 (GPA 3.30) Completed courses in Medical Terminology, Anatomy & Physiology, Biology, Psychiatry, Chemistry, English 1 & 2, Legal Terminology – 3.82 GPA in core classes. Unable to achieve required speed on steno machine to achieve degree.

Systems:

Windows 10, MS Office 2010 (Word, Excel, Outlook); Adobe Acrobat; Salesforce; Solo; Case Catalyst; Internet Research; Oracle; POS System;, Lanier and Toshiba MFP print, fax, scanner systems; Soaring Database; Data Entry; Sabre 2.5; QuickBooks; Quicken; Apple; MAC; IBM; “Agent” Phone System; Windows 7; Firefox; IE 9; Chrome; Cisco Phone Systems; A-Frontier; AdSell; I-PrepII; CCAP; CRM; SFA, CP3, Clear Slide