Diane Tench

Diane Tench Sentry Drive, Philipsburg St.-Objective To obtain a position that will enable me to use my strong organizational skills, 5+ years as a customer service Representative, and ability to work well with people. Skills & Abilities Certified Customer Service Representative (emails, calls, live chat) Certified Sales Representative (B2B sales) Micro soft Office – Word, Excel, PowerPoint Social Media Marketing ( facebook, Instagram, twitter etc) Experience Nov 2011- Sept 2012 Customer Support Tech,  ACS, A Xerox Company Customer support Technician- Teamed on hard push to resolve over support tickets resulting from failed roll out of new version of eReaders, clearing entire queue within 8 hours. Increased sales by educating prospects on benefits of products and services in comparison to competitors. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Engaged end users and answered questions via email, phone, website live chat and in forums. Provided solutions to operations issues for users of eReaders, working closely via phone, email, live chat and web teleconference with end users. Answered support calls within 3 seconds to minimize delays and subsequent abandoned calls. Created documentation for cases and claims for all customers assisted. Sept 2012 – Nov 2014 Nov 2014- August 2015 Secretary,  Pure gold global Composed internal memos and external correspondence for senior management, and reviewed all documentation to eliminate errors. Communicated with customers via phone and email to confirm deliveries and respond to inquiries. Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks. Offered office-wide software support and training, including troubleshooting issues and optimizing usage. Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information Sales Representative, KM2 Solutions Used consultative sales approach to understand customer needs and recommend relevant offerings. Exceeded established sales goals and increased client retention. Performed cold-calling and follow-ups with leads to secure new revenue. Identified prospects' needs and developed appropriate responses along with information on fitting products and services. Upsold and closed customer sales by driving product benefits around client needs and increased revenue. Researched potential clients and markets to prepare for appointments. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate Oct 16th 2016 – Oct 1st 2018 Customer Support Agent , Velox Performance Customer Service Representative - VELOX PERFORMANCE Responded to customer requests for products, services and company information. Consulted with outside parties to resolve discrepancies and create effective solutions. Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Communicated with vendors regarding back order availability, future inventory and special orders. Answered constant flow of customer calls with up to 7 calls in queue per minute. Suggested new procedure to persuade cancelling customers to stay with company. Provided primary customer support to internal and external customers in fast-paced environment. Entered customer interaction details in software to track requests, document problems and record solutions offered. Trained new personnel regarding company operations, policies and services. Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge. Handled over 95 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services. Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. February 2018 – August 2018 BERNARDS TOURS- OFFICE ADMINISTRATOR Kept accounts and records current by actively pursuing error resolutions and independently correcting problems. Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders. Tracked office supplies and restocked low items to keep team members on-task and productive. Tracked and recorded team expenses and reconciled accounts to maintain accurate, current and compliant financial records. Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements. Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members. Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity. Kept physical files and digitized records organized for easy updating and retrieval by any team member with access. Assisted upper management in various tasks including, travel plans, special event coordination and taking meeting minutes. Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using google spread sheet and REZ.dy. Verified 7 salaried and hourly employee time cards to prepare accurate bi-weekly payroll. Transcribed meeting minutes for recordkeeping and submitted to senior management. Assisted in proper processing of up to 150 bookings monthly, encompassing multiple representatives. Liaised with assorted base of customers and reps, addressing requests and inquiries via phone or email.