Kisha Wilson

Sales and customer service professional with 10+ years of industry experience. Skilled in utilizing CRM systems like Zendesk, Hubspot, Pure Cloud, and Five9. Thrives in fast-paced environments, excelling in high call volume roles such as contact center, virtual assistant, answering service representative, and legal intake specialist.

Demonstrates strong organizational abilities and unwavering dependability. Effectively manages multiple priorities with a positive attitude, consistently exceeding team goals and willingly taking on additional responsibilities. Proactive and goal-oriented with excellent time management and problem-solving skills.

Recognized for reliability, adaptability, and quick learning of new skills. Committed to driving team success and contributing to organizational growth.

Home Concierge Specialist at Clever Real Estate (2023-12 – Present)

• Call and manage an average of 250 leads daily using CRM software to improve efficiency with prioritized prospects.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Performed research to collect and record industry data.
• Surpassed team goals by partnering with colleagues to implement best practices and protocols.
• Assisted coworkers and staff members with special tasks daily.
• Learn and utilize CRMs and marketing/lead technologies
• Achieve productivity, appointment setting, and revenue goals
• Cultivate relationships with clients to learn their needs and desires as home buyers/ Sellers
• Maintain contact through an effective follow-up program

Client Advocate at HomeLight (2021-10 – 2023-10)

• The first point of contact between a home buyer/seller
• Responsible for explaining the company's service to clients and gaining an understanding of their specific home buying/selling needs
• Customer service and inside sales
• Field inbound leads from home buyers and sellers
• Make initial contact with all home buyers and sellers that come to Home Light's site
• Navigate our in-house CRM system and provide detailed notes on all client interaction

Customer Engagement Representative at OJO Labs (2020-08 – 2021-10)

• Represent OJO Labs as the first point of contact with new customers
• Outbound calls
• Able to dial out 250- 300 leads per day
• Assist customers over the phone
• Connect homebuyers to our real estate partners and help them get the best out of OJO's product
• Refer clients to Credit repair company
• Refer clients to Mortgage Company
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.

Telemarketer/Answering Service/Legal Intake Specialist at 1888-GOANSWER (2016-01 – 2019-08)

• Reached out to customers after completed sales to suggest additional service or product purchases.
• Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
• Managed multiple tasks and met time-sensitive deadlines.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered over 350 phone calls promptly and directed incoming calls to the correct offices.
• Provided callers with address, directions, company website, and related information.
• Responded to inquiries from callers seeking information.
• Completed daily cold calling and outreach to build the sales pipeline.
• Troubleshoot problems for callers and helped independently resolve common issues.
• Delivered scripted sales pitches to potential customers, adjusting the pitch to meet the needs of specific individuals and businesses.
• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Trained and mentored new reps on best practices, communication strategies, and performance standards.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Escalated concerns or advanced problem calls to management staff.
• Answered questions about company offerings with knowledgeable responses about products and services.
• Recorded and updated customer information in online systems.

Certificate in Customs Law And Procedures – National Research Development (2021-11 – 2021-11)

Certificate in Accounts – National Research Development Fund (2014-10 – 2014-10)

Certificate in Wedding And Event Planning – Beverly Clarke Enterprises (2007 – 2007)

High School Diploma – Vide Bouteille Secondary School (2006-08 – 2006-08)