Arlene MacDonald

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Assisted customers with product selection, ordering, billing, returns and exchanges.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Received incoming shipments, verifying quantity and quality of items against purchase orders.
• Maintained accurate records of all goods received and distributed in the warehouse.
• Ensured that stock was properly stored in designated areas according to safety regulations.
• Prepared invoices for customers.

• Set and managed performance benchmarks for call center employees
• Developed quality assurance standards and established targets for all staff
• Motivated and promoted team employees from within for key leadership roles
• Monitored performance by reviewing data and producing statistical reports
• Treat associates with fairness and respect, providing recognition of accomplishments
• Created and manage employees work schedules to suit client needs of business
• Managed multiple projects and tasks simultaneously to ensure high quality and timely delivery
• Track and report monetary bonus eligibility and earnings.
• Regular client collaboration to review metrics and needs of the business.

• Manage outbound sales metrics to meet daily/weekly/monthly targets
• Elevate team morale and overall sales volume by creating employee incentive sale contests
• Increased revenue by improving team sales activity
• Managed employee measurements for exceeding goals
• Reduced employee attrition by mentoring and coaching employees on sales strategies and protocols
• Optimized performance, growth and profitability
• Optimized performance, growth and profitability
• Maintained high level of quantity assurance
• Managed employee satisfaction / reduced attrition

• Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
• Sold various products by explaining unique features and educating customers on proper application
• Answered incoming telephone calls to provide information on product and services
• Assisted teammates with sales-processing tasks to meet daily sales goals
• Built trusting relationships with customers by making personal connections
• Processed orders through company system

• Outbound Sales
• Reached and maintained goals to meet business needs and increase revenue
• Developed and trained employees to increase sales skills
• Maintained highest level of quality to ensure client satisfaction
• Used scripted sales strategies to converse with customers
• Broke down objections using friendly, persuasive strategies
• Maintained and recorded customer information in database
• Resolved customer complaints by escalating calls to proper department
• Met daily key metrics/weekly/monthly

April to December each year from 1995 to 1998

April 1999 to August 2000

• Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention
• Engaged positively with each customer, providing professional and polite support for sales and service needs
• Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment
• Arranged merchandise for display to highlight new styles, attract customers and enhance sales
• Stocked, replenished and organized inventory to keep store merchandise fresh
• Received and processed cash and credit payments for in-store purchases
• Counted and balanced cash drawer at the end of shift

• Student Loan Department
• June 1997 to Sept 1997
• June 1998 to Sept 1998
• Used data input interface to transcribe information from physical source documents into databases