Victoria Henderson
Columbia,SC
Summary
Professional communicator with experience in customer service and support. Strong focus on team collaboration and achieving results. Skilled in managing high call volumes, resolving customer concerns, and utilizing CRM systems.. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Digital Sales Representative
Spectrum
West Columbia, SC
05.2024 - Current
- Developed and maintained relationships with clients to drive digital sales initiatives.
- Utilized CRM systems to track customer interactions and optimize sales strategies.
- Conducted product demonstrations, showcasing features and benefits to potential customers.
- Collaborated with marketing teams to create targeted campaigns for lead generation.
- Trained junior team members on best practices in digital sales techniques.
- Consistently exceeded monthly sales targets through diligent prospecting and follow-up efforts.
- Participated in regular meetings and trainings, staying current on industry trends and best practices related to data management techniques.
Retention Specialist
Spectrum
West Columbia, SC
01.2024 - 05.2024
- Analyzed customer feedback to identify retention trends and areas for improvement
- Developed strategic communication plans to enhance customer engagement and loyalty
- Implemented targeted campaigns to reduce churn rates among at-risk customers
- Collaborated with cross-functional teams to streamline retention processes and improve service quality
- Trained junior staff on best practices for customer relationship management and retention strategies
- Utilized CRM software to track customer interactions and measure retention efforts' effectiveness
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Inbound Sales Representative
Spectrum
West Columbia, SC
07.2023 - 01.2024
- Managed inbound sales inquiries, ensuring prompt and accurate responses to customer needs.
- Developed and maintained strong relationships with clients, enhancing overall customer satisfaction and retention.
- Utilized CRM systems to track leads and sales activities, optimizing pipeline management processes.
- Collaborated with marketing teams to align product promotions with customer interests, driving engagement.
- Implemented best practices in sales strategies, resulting in increased efficiency across the sales department.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
- Worked with multiple means of communication within fast-paced environment.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Advocate
Verizon
Columbia, South Carolina
10.2016 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Identified and escalate priority issues resolving customers concern on first call- reducing repeat caller.
- Utilized provided resources as well as outside the box solutions to complete troubleshooting on devices.
- Applied sales techniques to achieve monthly sales goals.
- Resolved customer inquiries, complaints and issues providing insightful solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Built strong knowledge of product line to assist customers in selecting products.
- Completed sales payments, refunds and exchanges and issued account credit.
- Helped team performance by training and mentoring new employees.
- Offered products and services to meet customers' needs and goals.
- Resolved product and service issues promptly.
- Handled escalated callers to reach positive outcomes.
- Communicated with clients over phone, email and chat platforms.
- Documented detailed notes in CRM system to track customer interactions.
- Addressed customer concerns and complaints and resolved issues promptly.
- Navigated multiple systems to identify source of issue.
- De-escalated customer complaints using specialized communication techniques.
- Assisted customer with setting up new accounts.
- Independently worked in a remote setting.
- Resolved technical issues through effective troubleshooting and problem-solving techniques.
Customer Service Specialist
Verizon
Columbia, South Carolina
08.2016 - 08.2017
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Developed customer service improvement initiatives that decreased customer wait times.
- Researched and corrected billing errors.
Senior Data Entry Associate
HireRight Formerly General Information Services
Chapin, SC
06.2016 - 08.2016
- Compiled data and reviewed information for accuracy prior to input.
- Entered data by inputting alphabetic and numeric information using established procedures.
- Screened background information for applicant according to guidelines set by client for hiring consideration.
- Created comprehensive Excel spreadsheets to organize large datasets.
- Verified data inputs against internal quality standards and industry regulations.
- Typed information and data provided by customers, verifying data integrity and completeness for record keeping accuracy.
- Compared digital data with source documents to identify and correct data entry errors.
- Tracked data entry operations and errors with daily logs and monthly reports.
- Reviewed and analyzed detailed criminal records.
- Maintained highest level of confidentiality when completing background order requests.
- Worked independently with minimum supervision to complete assigned tasks.
- Extensive verification of information provided by applicants for company's background screening process.
- Obtained background check data on criminal convictions.
- Independently searched internal database systems to research criminal history at state, federal, and international levels.
- Created and implemented new organizational and filing processes for case logs, criminal records, reports, and agendas.
- Detailed report writing on findings of applicant's background report. ⦁
- Improved office efficiency by effectively managing internal communications and correspondence.
- Searched databases, public records, or other resources to locate persons or to compile information for investigations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, agency policies, and regulatory guidelines to promote a safe working environment.
- Double-checked background reports and information for accuracy to prevent unnecessary delays and errors.
- Met and exceeded daily company productivity goals.
- Demonstrated company
- Compiled information in reports using standardized reporting formats.
- Worked with team leaders and colleagues to maintain investigation timeliness and thoroughness.
- Reported findings to appropriate decision-makers to support determination of employment eligibility.
- Reviewed record searches at law enforcement agencies, courthouses and mental health, financial and educational institutions.
- Independently researched information in database system
Customer Service Representative
Sykes (Bank Of America)
Columbia, South Carolina
01.2016 - 04.2016
- Managed customer telephone inquiries promptly to enhance service efficiency.
- Educated customers about, transaction processing, self-service options and products tailored to their needs.
- Achieved and exceeded sales objectives by effectively promoting additional products and services to clients.
- Follow communication procedures, guidelines and policies.
- Explained in detail to customers benefits of different products offered by bank.
- Maintained the highest level of confidentiality during each interaction with customers.
- Achieved first call resolution with each customer.
- Determined customers' financial services needs to prepare proposals to sell services addressing needs.
- Opened customer accounts by recording account information.
- Determined charges for services requested, collected deposits or payments, and arranged for billing.
- Assisted members in managing online services to help achieve daily banking needs at home.
- Prepared product or service reports by collecting and analyzing customer information.
- Referred unresolved customer grievances to designated departments for further investigation.
- Maintained financial accounts by processing customer adjustments.
- Developed relationships with customers, suggested suitable bank services and met banking needs.
- Complied with applicable banking laws and regulations, following company's security and operational procedures.
- Researched, troubleshot and resolved customer and internal inquiries to maintain satisfaction levels.
- Managed over 50 calls each day.
- Answered constant flow of customer calls with minimal wait times.
Education
Master of Science - Business
Morris College
Sumter, SC05.2016
Skills
- Document Control
- Data entry
- Call center procedures
- Customer service
- Banking operations support
- Upselling and cross-selling
- Call escalation
- Opening and closing accounts
- Policy and Procedure Adherence
- Call Volume and Quality metrics
- Skilled in Microsoft Office
- Excel
- Writing and Editing Skills
- 10-key entry
- SharePoint
- Microsoft Office
Timeline
Digital Sales Representative
Spectrum
05.2024 - Current
Retention Specialist
Spectrum
01.2024 - 05.2024
Inbound Sales Representative
Spectrum
07.2023 - 01.2024
Customer Service Advocate
Verizon
10.2016 - 01.2023
Customer Service Specialist
Verizon
08.2016 - 08.2017
Senior Data Entry Associate
HireRight Formerly General Information Services
06.2016 - 08.2016
Customer Service Representative
Sykes (Bank Of America)
01.2016 - 04.2016
Master of Science - Business
Morris College