Marianne P.

Scheduled cleaning service appointments for clients, ensuring that all details such as time, date, and special instructions were confirmed. Coordinated with clients to reschedule appointments when necessary, providing timely updates and reminders. Managed the cleaning team’s schedule, ensuring proper coverage and assignment of tasks based on availability. Followed up with cleaners to confirm their availability and ensure they were on track for scheduled jobs. Ensured cleaning teams had all necessary supplies and information prior to appointments. Conducted cold calling to prospective clients to promote the cleaning services offered by SBM Cleaning Company. Developed leads through phone conversations, answering inquiries, and generating interest in the company’s services. Managed client communications through phone, email, and chat, providing information about cleaning services, packages, and availability. Handled administrative tasks such as data entry, maintaining client records, and managing email correspondence.

Our team specializes in prospecting, cold calling, web design, social media, calendar & brand management, scheduling, customer service, SEO, content creation & bookkeeping.

Research and identify potential leads using tools like LinkedIn/Facebook and Web Prospecting or email. Qualify leads based on company criteria (BANT, industry, revenue). Maintain and update CRM with lead information. Collaborate with sales and marketing teams to improve lead generation. Qualify leads and schedule meetings for the sales team. Track outreach activities and update CRM records.

Appointment Setter & Sales/Cold Calling – Cleaning Company In my role as an Appointment Setter & Sales Representative for a cleaning company, my responsibilities included: Cold Calling & Lead Generation Contacted potential residential and commercial clients to introduce cleaning services. Identified and qualified leads through outbound calls and follow-ups. Responded to inquiries and provided information about service packages. Appointment Setting Scheduled cleaning service consultations and site assessments for the sales team. Coordinated with clients to confirm appointments and reschedule if needed. Maintained an organized booking system for efficient scheduling. 💼 Sales & Customer Engagement Explained cleaning services, pricing, and benefits to potential clients. Handled objections and provided customized solutions based on client needs. Built strong relationships with prospects to increase conversions and referrals. Administrative & CRM Management Logged call details, lead status, and scheduled appointments into the CRM system. Updated customer records to ensure accurate and up-to-date information. Tracked performance metrics, including call volume, conversion rates, and follow-ups.

Appointment Setting & Scheduling • Scheduled cleaning service appointments for clients, ensuring that all details such as time, date, and special instructions were confirmed. • Coordinated with clients to reschedule appointments when necessary, providing timely updates and reminders. • Managed the cleaning team’s schedule, ensuring proper coverage and assignment of tasks based on availability. Follow-up with Cleaning Schedule • Followed up with cleaners to confirm their availability and ensure they were on track for scheduled jobs. • Ensured cleaning teams had all necessary supplies and information prior to appointments. • Handled any last-minute changes or cancellations by reassigning tasks or contacting clients directly. Cold Calling & Lead Generation • Conducted cold calling to prospective clients to promote the cleaning services offered by SBM Cleaning Company. • Developed leads through phone conversations, answering inquiries, and generating interest in the company’s services. • Scheduled follow-up calls and cleaning appointments with potential customers. Client Communication & Support • Managed client communications through phone, email, and chat, providing information about cleaning services, packages, and availability. • Responded to client inquiries and resolved scheduling issues or service-related concerns promptly. • Ensured high levels of customer satisfaction by keeping clients informed and addressing any issues quickly. Administrative & Office Support • Handled administrative tasks such as data entry, maintaining client records, and managing email correspondence. • Organized cleaning schedules, ensuring efficient use of resources and smooth operations. • Assisted in maintaining inventory of cleaning supplies and tools, making sure cleaning teams had everything they needed. Customer Follow-up & Retention • Followed up with clients after cleaning services to gather feedback and ensure satisfaction. • Assisted in building relationships with existing clien

Customer Communication & Support • Handled inbound and outbound communication via chat, email, and SMS to assist clients with debt settlement inquiries. • Provided timely and professional responses to customer concerns, ensuring clarity and transparency in debt resolution processes. • Educated clients on settlement terms, payment plans, and negotiation options to help them achieve financial relief. Debt Settlement Negotiation • Assisted in negotiating debt settlements between clients and creditors to secure favorable payment arrangements. • Reviewed client financial situations and advised on the best settlement strategies. • Ensured all negotiations were conducted in compliance with company policies and legal regulations. Back Office Support & Documentation • Managed and processed settlement agreements, ensuring accuracy and timely submission. • Maintained and updated client records, including payment plans and communication logs. • Verified documents, contracts, and account details for compliance and accuracy. Workflow & Case Management • Prioritized and managed multiple cases simultaneously, ensuring timely follow-ups and resolutions. • Coordinated with internal teams and creditors to facilitate smooth negotiation processes. • Identified areas for process improvement and recommended solutions to enhance efficiency.

Team Leadership & Performance Management • Supervised and managed a team of agents handling voice and chat support for billing and technical concerns. • Monitored team performance, analyzed KPIs, and implemented action plans to drive improvements. • Conducted regular coaching sessions, performance evaluations, and one-on-one meetings to enhance agent efficiency. Billing & Customer Support • Provided guidance on handling complex billing inquiries, payment disputes, and account adjustments. • Ensured agents delivered accurate and timely resolutions while maintaining high customer satisfaction. • Assisted in escalations and ensured adherence to company policies and compliance standards. Technical Support Oversight • Assisted agents in troubleshooting and resolving technical issues related to telco services, including internet, phone, and cable. • Ensured adherence to troubleshooting protocols and service level agreements (SLAs). • Facilitated knowledge-sharing sessions to keep the team updated on product changes and technical advancements. Training & Development • Conducted refresher training for both new and tenured agents to enhance their technical and customer service skills. • Developed coaching plans tailored to individual agent needs to improve productivity and service quality. • Collaborated with Training and Quality Assurance teams to ensure alignment with company standards. Process Improvement & Workflow Management • Identified gaps in support processes and recommended solutions to improve efficiency. • Streamlined workflows to enhance response times and resolution rates for both voice and chat support. • Assisted in implementing new policies and procedures to optimize customer experience. Escalation Handling & Customer Retention • Managed high-level customer escalations, ensuring quick and satisfactory resolutions. • Assisted in customer retention efforts by identifying issues and offering appropriate solutions. • Worked closely with clients and stakeholders

Customer Service Representative / SME | March 2017 – September 2017 • Provided exceptional customer support through chat, email, and phone interactions. • Acted as a Subject Matter Expert (SME), assisting agents with real-time guidance and issue resolution. • Ensured alignment with company policies, processes, and service level agreements (SLAs). • Assisted in training and upskilling new and existing team members. Sales Coach | December 2017 – July 2018 • Coached and mentored sales agents to improve conversion rates and overall sales performance. • Analyzed performance data and provided targeted feedback to enhance customer engagement. • Developed and implemented sales strategies to drive revenue growth. • Conducted training sessions focused on upselling, cross-selling, and handling objections. Nesting Supervisor | July 2018 – September 2018 • Managed and guided newly hired agents during their nesting period to ensure a smooth transition to production. • Provided real-time assistance, feedback, and refresher training to improve performance. • Monitored key performance indicators (KPIs) and implemented corrective actions when needed. • Ensured team alignment with company standards, customer service expectations, and quality guidelines.

• Provided technical troubleshooting for internet, cable, and phone services. • Assisted customers with installation, device configuration, and network issues. • Diagnosed and resolved service interruptions efficiently to minimize downtime. • Guided customers through self-service solutions and educated them on product features.