Maria R.

Lead management, Outbound - all channels & prospects, Pre-approach management. *Close sales and achieve quarterly quotas *Research accounts, identify key players and generate interest *Maintain and expand your database of prospects within your assigned territory

*Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails *Understanding customer needs and requirements *Routing qualified opportunities to the appropriate sales executives for further development and closure

Customer service representative | Sales | Billing

Customer Service | Sales | Banking

The Technical Support Representative is at the forefront of Teletech Customer Service. This position answers technical questions, troubleshoots and help customers set up their remote control . Support is provided by phone. The ability to understand, answer questions about and troubleshoot technical issues and solve technical problems for customers. Must have the ability to speak and write in clear, professional English and the ability to provide technical instruction to others. Must be able to discern tone and amplitude sufficiently to perform audio troubleshooting remotely. Demonstration of mature customer service skills to a technically demanding clientele. Self-teaching and the ability to resolve complex problems using logic, reason and diagnostic tools. Must take and maintain ownership of support cases until a resolution is obtained. Able to communicate accurate technical information to customers using available resources, and the ability to create new technical documentation when needed. Responsibilities: Communicate with internal and external customers to resolve technical issues on their remote. Work within a team and obtain assistance from senior techs and management as needed. Distinguish between hardware failure and configuration errors and arrange for repair or exchange of equipment based on the test results, or suggest a solution to the configuration errors. Maintain accurate documentation of all actions required to resolve issues through the service ticket support database. Assist users with the calibration and configuration of their remote. Ability to multi-task between several customer situations at the same time.

November 2008–October 2010 • Responsible in handling credit card inquiries. • Ensures that first call resolution was provided to client. • Ensures that all metrics were met.

• Answered on average 200 customer calls per day and provided first call resolution to client technical issues about broadband connection and emails. • Through active listening skills, mind mapping, multi-tasking aside from the trainings. I also did some self-taught about the products/ service which helped me get my job easier.

• Making colds call on an average of 20 per day via auto dialer and with the use of value statements, mid mapping, active listening skills, handling objections and thorough knowledge of company products/service were able to close a sale.