• Longview TX
  • 9039324899
  • aprilweatherallpipkin@gmail.com

April Weatherall

Wah Customer/Sales/Technical Service Representative

Professional Summary

An opportunity to execute my expertise as a customer service and technical support representative by exceeding sales goals under pressure , and building long term relationships with customers by delivering positive experiences through high-quality customer care.

Accomplishments

  • Supervised a team of three staff members.
  •  Exceeded quality goal expectations during every evaluation period.
  • Rewarded for punctuality and excellence in customer service interactions.
  •  Completed a 300 hour continuation certification course for technical and customer service skills.
  • Always offered shift choices for outstanding work ethic abilities.

Work History

Work History

WAH Customer Support Advisor

Jun 2015 - Jan 2016
Concentrix

  • Ability to navigate through multiple computer applications with speed and accuracy.
  • Ability to work with customers to resolve billing inquiries.
  • Provide troubleshooting assistance to customers with technical issues on their wireless device.
  • Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
  • Maintain a high level of world class customer service/professionalism to a wide range of customers.
  • Recommend products that best suit the customer’s wireless requirement.
  • Ability to read and interpret documents such as procedure manuals, work instructions and software manuals.

Wah Sales Representative

Nov 2012 - Dec 2015
West At Home
  • Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g.names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts,and attempting to make up-sells.
  •  Ensured that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations. any federal laws and regulations.
  • Successfully completed initial on-the-job training, as well as any new product or on-going training.
  • Processed incoming calls manually in the event of computer system failure; and ensure quality or customer issues are escalated using established procedure and brought to resolution (e.g., chat, email, message boards, phone, etc.).

Wah Customer Service Representative

Feb 2013 - Jan 2014
Teletech
  • Delivered service and support to end-users using and operating automated call distribution phone software,via remote connection or over the Internet.
  •  Identified and escalated priority issues per Client specifications.
  • Followed up and made scheduled call backs to customers where necessary.
  •  Accurately process and record call transactions using a computer and designated tracking software.
  •  Followed standard processes and procedures.
  •  Researched required information using available resources.

Wah Business Support Associate

Aug 2013 - Jan 2014
Voice Curve
  •  Used telephone V.O.P. interaction to obtain and reach out to customers and verify account information.
  • Greeted customers warmly and ascertain problem or reason for calling.
  •  Assisted with various clients with placement of orders, refunds, or exchanges.
  •  Utilized computer technology to handle high call volumes.
  •  Documented every customer interaction in a contact management system.
  • Accepted calls for various clients on a daily basis.
  •  Adhered to a personalized scripting for each client.

Wah Customer Support Agent

Feb 2012 - Dec 2012
Sykes
  • Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures.
  •  Listened attentively to customer needs and concerns; demonstrate empathy.Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  •  Met customer requirements through first contact resolution.
  •  Confirmed customer understanding of the solution and provide additional customer education as needed.
  • Solved problems that are sometimes unstructured and that may require reliance on conceptual thinking.
  • Communicated effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
  •  Prepared complete and accurate work and update customer file.

Inbound Service and Sales Associate

Mar 2009 - Apr 2010
Convergys
  • Conducted needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
  • Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call
  • Place and/or receive customer inquiries that may require deviation from a script or sales flow process
  • Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listened attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarified customer requirements; probe for and confirm understanding of requirements or problem
  • Met customer requirements through first contact resolution
  • Confirm customer understanding of the solution and provide additional customer education as needed
  • Prepared complete and accurate work and update customer file
  • Communicated effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
  • Effectively transfer misdirected customer requests to an appropriate party
  • Provide danswers and/or advice to customers based on their particular requirements and customer profile
  • Troubleshoot research and analyzed customer problems with installation, billing, service upgrades/downgrades and disconnects

Customer Service Representative

Jun 2008 - Sep 2009
Sitel
  • Attracted potential customers by answering product and service questions; suggesting information about other products and services.
  • Opened customer accounts by recording account information.
  • Maintained customer records by updating account information.
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintained financial accounts by processing customer adjustments.
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepared product or service reports by collecting and analyzing customer information.
  • Contributed to team effort by accomplishing related results as needed.

Education

Education

Pharmacy Tech

Nov 2014 - Present
Ashworth College

Medical Billing and Coding

Feb 2009 - Aug 2010
Ashworth College

Skills

Skills

Excellent Verbal and Communication Skill

Ability to speak clearly and build  ongoing rapport

Proficient in Windows Vista,7,8,& Mac

Type 44 WPM &0 errors

Dedicated Team Player or Works well individually

Able to adapt to any environment and still be a success

Excellent Problem -solving skills

Ability to investigate, take ownership, and resolve

Familiar with contact management systems

Understand the documenting technique

Accurate& Detailed

Amazing ability to accurate document a call in a detailed manner.

Time Management

Ability to multitask and resolve within the allotted call time