Lynn Coughlin
My career has been primarily in the customer service, sales and the hospitality industries. I have experience helping customers both over the phone and in person. I have very good skills in keeping customers happy and handling escalated customers. I am also very skilled at negotiating with customers to come out with a win win solution. My customer service and sales backgrounds has helped me to gain customers trust while upselling to all available options.
Experienced with handling high-volume inbound calls in call center setting. Utilizes effective communication techniques to understand customer needs and offer appropriate solutions. Knowledge of sales strategies and customer relationship management that results in consistent achievement of targets.
Work History
Retail Sales Associate
8 Years 5 MonthsI assist customers with choosing the best services and packages to meet their needs. Assist customers with activating and installing new service, updating existing packages, billing inquiries and payments. Also responsible for restocking cable boxes, modems and other various customer provided supplies. Assist customer with swapping out defective equipment and basic troubleshooting. With the addition of mobile/cellular phones to lineup of services I have been a lead seller and have taken the lead in providing education and support to this new product. I wrote up educational literature to help with the selling of this new product which all area stores have implemented based of managerial approval.
Retail Sales Associate
7 MonthsMy main focus was assisting customers with finding the best equipment to fit their needs while upselling customers on new lines of service and the best available accessories. I am able to do this being adept at account analysis helping customers get the very best value for their money. Because of my lengthy experience in the telecommunications industry I am able to turn a billing or technical problem into a sale.
Retail Sales Associate
1 Year 8 MonthsCustomer Service Representative
1 Year 8 MonthsCustomer Service Consultant and Technical Coordinator
9 Years 11 MonthsResolved challenging customer service issues including device related troubleshooting, billing, service inquiries and more. Answered a high volume of customer calls delivering innovative , individualized solutions satisfying the customers needs.
Customer Care Consultant
2 Years 3 MonthsDuties included answering billing, technical and equipment questions as well as activation of new accounts. Resolve challenging customer service issues such as device related troubleshooting, service inquiries and more. Answered high volume of calls delivering innovative , individualized solutions satisfying the needs of the customer base.
Customer Care Consultant, Retention Senior Consultant and Loyalty Senior Consultant
3 Years 1 MonthCustomer Service Consultant duties include answering billing, technical and equipment questions as well as activation of new service.
Retention Senior Consultant duties include retaining and assisting current customers, handling escalated customers, special projects, training new employees and special events coordinator.
Loyalty Senior Consultant duties include handling both inbound and outbound calls on special projects assigned by the Marketing Department. Also assisted customers with price plan analysis, up selling projects and service as well as generating backup reports.
Customer Service Representative specializing in small business loans
8 MonthsSpecialized in service small business customers in a call center setting. Assisted customers with transactions and information on small business checking accounts, savings accounts, cd accounts and commercial loans.
Call Center Agent, Inbound Sales
6 MonthsDemonstrate product knowledge to recommend tailored storage options based on individual customer needs. Remote customer support managing sales over the phone supporting customers from all over the United States.
Customer Service Specialist and backup for Technical Assistance
5 MonthsDuties include answering billing, equipment, and technical questions. Also assisted with solving technical problems. Also responsible for entering new contracts and updating old contract information as well as other customer service duties and projects.
Education
Associate of Arts - Travel and Tourism
Associate of Arts degree awarded in the field of Travel and Tourism
Also completed 500 hour internship at A and S Travel in Wallingford, Ct to gain this degree
Skills
Accomplishments
In my job experiences I worked in several different positions and learned many skills. I was given awards in sales, high customer service awards and high statistics. I was given awards for retaining high percentage of customers as well as being chosen for many different special projects. I assisted with handling escalated customers and finding win win solutions for these customers. Cross sold customers on upgrading plans and additional equipment sales. I also assisted with training new and existing employees. I began my career working the front office of hotels and resorts which taught me many skills of dealing with the public that I have used thoughout my career.