Mariedel V.

Sales Development Representative. In this role, I make sure to serve as the lead point of contact for all customer account management matters. Build and maintain strong, long-lasting client relationships with the customer. Always negotiate contracts and close agreements to maximize profits. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors. Ensure the timely and successful delivery of their solutions according to customer needs and objectives. Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. Develop new business with existing clients and/or identify areas of improvement to meet sales quotas. Lastly, forecast and track key account metrics (e.g. quarterly sales results and annual forecasts). Customer Service Representative. As a CSR, I always provide customers with a high level of customer service responding to all inquiries received via all methods of communication channels, also provide first level contact and convey resolutions to customer issues and properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed. I also ensure proper documentation, system modification always follows up with customers, provide feedback, and see problems through to resolution. Back Office Support. As a Back Office Support, I usually generate additional revenues utilizing thorough product knowledge and friendly sales up-sell product specials and complementary items. Provide basic troubleshooting steps, make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines and meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution. Most importantly, I always make sure to answer all the tickets assigned to me on a daily basis with 100% accuracy and in a timely manner. I used to work as a Technical Support Representative. As a Technical Support, I make sure to provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security, and record retention. Ability to provide effective customer support through multiple communication channels, including chat, email, and telephone. Strong customer focus including multiple internet browsers packages. Assist customers with the training of product and services ordering, interpretation, and site navigation. Provide hardware configuration analysis, diagnostics, troubleshooting, and support. Effectively troubleshoot and resolve web-based applications including browser configuration. Research order requests to ensure timely delivery to our customers. Contact customers to respond to inquiries, status, and escalation outcome. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi), Perform other duties as assigned.