Field / Support Representative – Independent Contractor (1099) - U.S. LawShield
- Provided telephone and email support to members, facility partners, instructors, venues, and management.
- Responded to questions and determined appropriate actions based on individual needs.
- Handled inbound communications and conducted outbound follow-up calls.
- Maintained and tracked contact information, communications, events, and follow-up activities.
- Assisted members and partners with questions and worked to resolve concerns within the scope of the position.
- Escalated issues and coordinated with management when additional assistance was required.
- Coordinated seminars and events from initial planning through completion.
- Assisted Area, District, and Regional Managers with scheduling, venues, pricing, and logistical requirements.
- Assisted with onboarding new facility partners and instructors.
- Maintained ongoing professional relationships with members and participating organizations.
- Conducted research and communicated information clearly to members and partners.
- Successfully performed responsibilities remotely for approximately four years, requiring self-motivation, organization, time management, and accountability.
Customer Service Specialist / Appointment Setter – Remote - Edwin Stipe, Inc. – HVAC
(2013-02 - 2017)
- Handled telephone communications with existing and prospective customers in a work-from-home environment.
- Scheduled appointments for technicians and sales representatives.
- Rescheduled appointments and coordinated customer and staff availability when necessary.
- Used questioning and listening skills to identify customer needs and determine appropriate scheduling.
- Maintained accurate appointment and customer information.
- Tracked appointments and required customer follow-up.
- Provided customers with information regarding available services and maintenance needs.
- Communicated with customers through telephone, email, and direct mail.
- Maintained professional telephone etiquette during customer interactions.
- Managed multiple responsibilities while maintaining organization and accuracy.
- Worked independently while meeting scheduling and customer-service responsibilities.
Telemarketing / Fundraising Representative - Pennsylvania Law Enforcement Officers Association (PLEOA)
(2013 - 2014)
Seasonal Assignment in 2011
- Handled high-volume outbound telephone communications for a nonprofit organization.
- Communicated professionally with individuals from diverse backgrounds.
- Used effective questioning and listening techniques during telephone conversations.
- Explained organizational information and answered questions clearly.
- Maintained a courteous, professional, and service-oriented approach.
Office Manager - Capital Chimney, Inc.
(2011-06 - 2013-03)
- Managed daily customer service and administrative operations.
- Answered customer calls and assisted with questions and service concerns.
- Scheduled and coordinated customer appointments.
- Dispatched field personnel based on scheduled service requirements.
- Performed data entry and maintained customer and appointment records.
- Managed email communications and customer follow-up.
- Assisted with customer retention and resolution of service concerns.
- Prioritized customer needs while coordinating schedules and field personnel.
- Maintained accurate records while managing multiple responsibilities.
- Generated more than $148,000 in personal sales during 2012.
Mall Manager - Merchants Square Mall – Allentown, PA - Allentown, PA
(2006 - 2008)
- Managed customer, tenant, vendor, and business communications.
- Coordinated events, promotions, schedules, maintenance, and operational activities.
- Responded to questions and concerns from tenants, customers, and vendors.
- Coordinated multiple activities while maintaining schedules and detailed information.
- Developed positive working relationships with tenants, vendors, and community partners.
General Manager / Business Operator - Personal Retail Business – Lehigh Valley, PA - Lehigh Valley, PA
(2003 - 2011)
- Managed daily customer service and business operations.
- Assisted customers with questions, purchases, and service needs.
- Maintained customer and business records.
- Managed merchandising, sales, advertising, and administrative responsibilities.
- Operated as a Pennsylvania Lottery retailer, requiring accuracy and accountability when processing transactions.
- Managed consignment and cooperative agreements.
- Developed long-term customer relationships through responsive service.
Regional Marketing Manager - Prima Seal – Catasauqua, PA - Catasauqua, PA
(2001 - 2006)
- Recruited, trained, scheduled, and supervised telephone representatives.
- Managed telephone-based customer outreach activities.
- Assisted representatives with difficult customer situations.
- Handled escalated customer complaints and worked toward appropriate resolution.
- Conducted research and maintained customer outreach programs.
- Coached telephone representatives on communication and customer-service techniques.
- Monitored schedules and employee responsibilities.
Licensed Pennsylvania Realtor - Century 21 Kocsis Realtors – Palmer, PA - Palmer, PA
(1993 - 2000)
- Assisted clients with sales, listings, rentals, contracts, and transaction coordination.
- Communicated detailed information clearly to clients.
- Scheduled appointments and maintained ongoing client follow-up.
- Coordinated transactions from initial contact through settlement.
- Maintained detailed transaction records and documentation.
- Worked with multiple parties to resolve issues and keep transactions progressing.
- Maintained a 100% transaction-to-close ratio.
