CSR - Outbound Sales Representative

I worked as an Operator (CSR) for GOGO Grandparent Technology in the Gourmet Department, where I assisted elderly customers in placing food orders through services like Uber Eats and DoorDash. Additionally, I helped arrange transportation and prescription pick-ups. After one year, I was promoted to Research Personnel, where my focus shifted to researching ways to help seniors live independently in their own homes for longer, in a cost-effective manner.

I have over two years of experience as a Customer Service Representative, handling inbound Hotel and Restaurant Reservation accounts for Caesars Entertainment. In this role, I effectively addressed a wide range of customer inquiries, providing prompt and accurate responses. I was responsible for managing reservation cancellations and modifications initiated by approximately 30 or more customers on a daily basis.

In my previous role, I successfully managed various outbound accounts. One of them was GOGGLE, where I contacted business owners in Australia, providing detailed information about our company's offerings and explaining the process. When their interest was piqued, I scheduled appointments with our closers for quotations. Additionally, I handled B2C campaigns for Solar Panels and Auto Insurance. In these roles, I directly engaged with customers, promoting and selling solar panels and insurance policies respectively.

As a QA, I evaluated calls of 60+ customer service representatives monthly across two sites using a manually generated grading form to ensure quality service, provided feedback to team managers through QA alerts that led to a 9% increase in agent scores, created a WWW report to highlight areas of improvement and reduce repeated QA mark-offs, and participated in both internal and external calibrations with the QA team, clients, and team managers to ensure accuracy, standardization, and reliable benchmarking across the operations department.