Customer Service RepresentativeCustomer Service Representative

Key Achievements:

* Process Automation: Developed a Google Sheets and Google Apps Script automation system to track upcoming and canceled sheriff sale dates, eliminate duplicate entries, and automate daily updates, saving approximately a full day of manual work. * Team Leadership: Supervised a small virtual assistant team, supporting workflow coordination, task management, and operational efficiency. * Lead Management: Managed foreclosure and short-sale leads, maintained follow-up sequences of up to 77 days, and handled outreach through calls, text messages, and emails. * Appointment Generation: Generated an average of 15 appointments per week through consistent lead engagement and follow-up. * Process Improvement: Created and maintained tracking systems to organize lead information, monitor statuses, and improve visibility into time-sensitive real estate opportunities. * Client Support: Managed social media activities, coordinated appointments, and maintained client communication to support daily business operations.

Key Achievements:

* Exceeded Appointment Targets: Consistently scheduled an average of 3 qualified appointments daily, surpassing the target of 2 appointments per day by 50%. * High-Volume Outbound Calling: Made approximately 500 outbound calls daily to homeowners to identify potential sellers and generate real estate leads. * Lead Qualification: Assessed homeowner interest, handled initial objections, and identified qualified prospects for follow-up and appointment setting. * Workflow Improvement: Created a dropdown-based script system that automated responses and streamlined workflows for virtual assistants. * CRM and Follow-Up Management: Documented prospect information, tracked follow-ups, and maintained organized lead records to support the sales pipeline.

Key Achievements:

* Sales Performance: Became a top commission earner through effective upselling and cross-selling, identifying customer needs and recommending relevant products and services. * Customer Experience: Delivered professional customer support while balancing issue resolution, customer satisfaction, and sales opportunities. * Leadership Recognition: Received positive feedback and recognition from a director for performance and contributions. * Branch Launch Support: Selected to support the opening of a new branch, demonstrating reliability, adaptability, and confidence in handling business operations.