Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2016 to June 2017 (14 Months)Duties and Responsibilities:
- Provided expert troubleshooting assistance to customers experiencing issues with cable, internet, and landline services, ensuring prompt resolution and high customer satisfaction.
- Diagnosed technical problems remotely and determined the appropriate solutions, including guiding customers through self-service steps or scheduling technician dispatch for on-site repairs.
- Coordinated with field technicians to ensure timely service appointments, accurately documenting service issues and repair needs to minimize downtime.
- Delivered personalized sales consultations by assessing customer needs and recommending the most suitable packages and promotions, contributing to increased revenue and customer retention.
- Maintained comprehensive knowledge of company products, services, and troubleshooting protocols to provide accurate and efficient support.
- Assisted customers with account management, billing inquiries, and service upgrades, ensuring a seamless and positive customer experience.
- She demonstrates strong communication skills, adaptability, and a strategic approach to lead qualification and customer engagement. Roxy is comfortable with a remote work setup, time-tracking tools, and an independent contractor arrangement.
- Handled inbound and outbound calls for a U.S.-based fast-food company.
- Worked remotely for an HR software company in Texas, conducting cold calls and CRM updates.
- Outbound sales experience for digital marketing agencies in Australia and the U.S., qualifying leads and booking meetings with CEOs or sales specialists.
- Experience in handling email follow-ups, newsletters, and blog posts as part of marketing support.
- Prepares by reviewing customer notes before calls to provide tailored solutions.
Predictive Index Behavioral Profile - MaverickStrongest Behaviors
- Socially informal, extroverted, and outgoing; gets familiar quickly. Communicates in an uninhibited, lively, and adaptable manner, drawing others into the conversation.
- Interested in people, building relationships, and teamwork rather than technical matters. Affable, optimistic, and easily trusting.
- Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
- Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.
- Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
Behavioral SummaryRoxy is very independent, confident, decisive, self-starter, intense and driving. This individual has a strong sense of urgency, can react and adjust quickly to changing conditions, generate novel ideas, and deal with them swiftly.
Their drive is directed at getting the important things done. Competitive, ambitious and venturesome, they respond positively and actively to challenge and pressure, always sure of an ability to handle problems and people. This individual is outgoing and poised; a forceful, animated, communicator tending to be more authoritative than persuasive in style. They talk briskly, with assurance and conviction and are a stimulating influence on others, while being direct, determined and flexible.