KAREN GRAY kggr2013@gmail.com , (770)-733-

4293 Sales, Customer Services Representative Offering, 10+ years Sales, Customer Services Skills experience. I am accustomed to high volume and quick decision making in fast-pace environment where quick response is critical. I have an unwavering commitment to Customer Services with the ability, resolve complex issue, and win customer loyalty (First Call Resolutions). My focus is on building productive relationships, prequalifying potential customers, uncovering new sales opportunities, bringing value and generating interest in the company. With a profound understanding and use of basic selling technique, asking probing and open end questions, allows me to overcome objection making me a positive and productive worker, allows me the ability to resolve complex issues and win customer loyalty.

Key Accomplishments : Excellent communication skills, building relationship, applying empathy, sympathy and

politeness as needed pertaining to the conversation. Strategic-relationship/partnership-building skills - listen attentively, solve problems creatively,

and use tact and diplomacy to find common ground and achieve win-win outcomes. Relationship driven approach to yield higher than expected growth and increase revenue. Leveraging best practices to obtain revenue and market growth, by offering competitive

advantage in a cost efficient manner. Information and record keeping management, keeping general contact information updated in

customer account files in the data base system.

EXPERIENCE: Call Center Specialist on assignment with CryberThink Employment Agency06/05/2015 to Present: Honeywell GSRC Center, Atlanta Ga

Provide field support operation for Energy Efficiency and Demand Response for Con-Edison Green Team rebate programs for HVAC Gas, Electric and Small Appliance.

Handle inbound and outbound calls, email interaction, dispatching, troubleshooting, and assist in scheduling appliance pick up for recycle appliance, answering product questions, suggest other products, and general customer services.

Resolve products or services problems, clarifying customer complaints to determine the cause of the problem, and explain the best solution to solve the problem, (First Call Resolution), follow-up to ensure resolution.

Customer Care Specialist ( CitiMortgag e ) 07/27/12 to 04/08/15: Assurant Special Property, Duluth GA

Handle incoming calls for Homeowner Policyholder and Insurance Agents inquiries for Hazard Insurance, pertaining to processing and disbursing payments for Hazard Insurance.

Update and correct policy errors for Homeowners policy information, entering into the data base system corrected policy information and disbursement of Hazard Insurance Payments.

Relay accurate and detailed information through inbound and outbound calls that pertain to Hazard Insurance, Mortgage Banking and Property Loss.

Utilize CitiMortgage resources for problem resolution for customer concern, needs, priority and challenges for best-option solutions, (FIRST CALL RESULITION).

Hazard Insurance, Mortgage Banking and Property Loss. Utilize CitiMortgage resources for problem resolution for customer concern, needs, priority and

challenges for best-option solutions, (FIRST CALL RESULITION).

Outbound Telephone Sales Representative 06/27/2010 to 09/19/2012: CDS /G E Capital (CARE CREDIT), Henderson NV

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Conducted 60 to 100 outbound sales call per day as representative for CARE CREDIT a division of G. E. Capital, client base consist of Dentist, Veterinarian, Orthodontist, Audiologist, Cosmetic Dentistry and Cosmetic Surgery Practices.

Ability to uncover new sales opportunity by reaching critical decision maker resulting in bring value to generate interest in the company, provided quotes and executed online policy, procedures and policies changes.

Focus calls on customer services, development and retention for existing customer, to achieve the goal too increase in processing application for CARE CREDIT, increase revenue and incremental sales in the mark place business purchases and needs, and grow sales volume.

Accounts Relationship Manager11/27/205 to 04/19/2010: W.W. Grainger Industrial Supplies, Alpharetta GA

Duties consist of building relationship, prospecting new contact (Decision Markers), prequalifying potential customer, under covering sales opportunities, negotiating sales price to determine how Grainger can best align itself as a product and services partner to current and further business needs.

Forecasting, managing customer accounts, order fulfillment, coordinating with vendors for outsourcing products, and pipeline management resulting in increased sales and incremental sales Preformed Business to Business inbound and outbound sales calls. Portfolios of customers contain approximately 150 to 200 pre-established assigned account, serving as primary liaison between Grainger and Government customer to expand relationship, assess analyze and address all customer revenue,

Engaging Decision Maker and Gate Keeps in meaningful dialogue that relates to their unique needs, priorities, challenges objection, and recommendation for suitable resolutions to complete the sales process.

Accounts Manager09/04/2003 to 11/24/205: Global Computer Supplies (SYSTEMAX) Tiger Direct, Suwanee GA

Performing Business to Business inbound and outbound sales calls, prospecting new contacts (Decision Makers), manage customer accounts, pre-established assigned account, building relationship, prospecting new contact (Decision Markers), prequalifying potential customer, uncovering new sales opportunities, negotiating sales price.

Maintain and grow account base through proper balance of prospecting phone calls, up-selling and cross selling techniques as well as delivering exceptional customer services.

Building relationship with customer working to understand their business issue and provided solution that meet their needs (Consultative Selling).

SKILLS:

Complaint Handling/Dispute Resolution, Compliance Expert Currently used/10 +years

Sales/Negations/Overcoming 0bjection/Persuasiveness Expert Currently used/10 +years

Relationship Building/Listing/Empathy Expert Currently used/10+ years

Call Center Computer Operations Expert Currently used/10+ years

MSOffice, Windows, Word, Excel, SAP, CRM, BBCS, TRAC-ALL Intermediate Currently used/10 +years

EDUCATION: Southeast College of Technology, Mobile, AL 1986 to 1988AAS, BUSINESS