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Customer Service Specialist at Breezeline
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Competencies
Expert in delivering empathetic, solution-focused support to diverse customer needs.
Skilled in managing large product portfolios, driving sales growth and optimizing inventory.
Experienced in developing promotional campaigns and strategic sourcing to exceed targets.
Proficient in resolving intricate customer issues efficiently and effectively.
Capable of leveraging data from Nielsen, Kantar, and internal sources for strategic decisions.
Education
Languages
Summary
Dynamic professional with extensive experience in customer support, sales growth, and portfolio management across telecommunications and retail sectors. Proven ability to exceed targets and enhance customer satisfaction.
Key Achievements
- Handled approximately 40 calls daily, delivering empathetic and solution-oriented support.
- Proactively resolved complex customer issues for residential and B2B accounts.
- Managed a $102 million product portfolio at Walmart, exceeding sales targets.
- Increased comparable sales by 20% through effective promotional campaigns.
- Awarded 'Top Sales Performance of the Year' for outstanding category growth.
Experience
Customer Service Specialist
Delivered empathetic and solution-oriented customer support via phone, handling approximately 40 calls daily., Proactively resolved intricate customer issues for both residential and B2B accounts, virtually communicating with back-office, tech operations, sales, and retention teams to improve operational flows and enhance customer retention., Educated customers on the benefits of streaming services, Wi-Fi pods, and internet services, resulting in more than 100 stream tv upgrades in product adoption and improving customer satisfaction., Self-managed across multiple platforms (CSG, iGlass, etc.) to efficiently resolve technical, billing, and customer care issues in a fast-paced environment.
Junior Category & Portfolio Manager
Drove a 20% increase in comparable sales through effective promotional marketing campaigns., Managed a $102 million portfolio across 24 product categories, consistently exceeding annual sales targets by 5% and profit targets by 11%., Analyzed daily sales data, market trends, and competitor activities to identify opportunities and develop action plans that optimized sales performance and market share., Implemented pricing strategies and negotiated with suppliers to maximize profitability while maintaining a competitive market position., Mentored and coached a high-performing commercial team, fostering collaboration and driving both individual and collective success.
Category Strategist & Portfolio Lead
Managed a $33 million portfolio, exceeding sales targets by 7% and profit targets by 12% through strategic sourcing, pricing, and inventory management., Leveraged Nielsen, Kantar, and internal data to understand customer needs and develop targeted sales strategies., Developed and executed pricing strategies that ensured competitive pricing across all store formats, exceeding price gap targets by 1.5%., Conducted line reviews and optimized product assortment to maximize sales and meet client demand.
Junior Category Strategist & Portfolio Lead
Awarded "Top Sales Performance of the Year" (2015) for outstanding performance and contributions to category growth., Managed a $7 million product portfolio, achieving significant sales growth and exceeding profit targets through effective category management., Successfully launched new product lines that increased profit margins by 18%, demonstrating strong analytical and financial acumen., Proficiently utilized Retail Link DSS, Nielsen, and Kantar to analyze market trends, track performance, and make data-driven decisions., Gained extensive experience in a fast-paced retail environment, collaborating with cross-functional teams (operations, marketing, supply chain) to drive sales and achieve business objectives.
Outbound Sales Representative
Proactively identified and closed deals of 2-year contracts with new and existing customers, increasing product adoption and achieving an 80% sales conversion and 92% client satisfaction rates., Provided exceptional client service and post-sale support, including resolving technical issues and identifying upselling opportunities., Proficient in various CRM systems and communication tools from Salesforce and Oracle.