Outbound Sales & Lead Generation Specialist | 9+ Years BPO EOutbound Sales & Lead Generation Specialist | 9+ Years BPO E

Key Achievements:

Make 500+ outbound calls daily to introduce pharmacy services, engage prospects, and identify potential customers. Qualify leads by identifying customer needs, addressing objections, and confirming interest in the service. Verify customer information, including name, address, date of birth, phone number, and email, before transferring qualified prospects. Document call outcomes, customer information, and follow-up details accurately in Call Shaper CRM. Transfer qualified and interested prospects to an ExactCare Pharmacy advisor for further assistance. Maintain professional communication and follow established procedures to support lead conversion and a positive customer experience.

Key Achievements:

Coached team members to improve customer service, productivity, quality, attendance, and schedule adherence. Monitored performance metrics and reviewed KPI results to identify improvement opportunities. Supported escalated customer concerns and helped ensure timely, professional issue resolution. Prepared manager updates and supported client meetings, team schedules, and operational coordination. Provided feedback and guidance to help employees meet performance expectations and service standards.

Key Achievements:

Resolved customer concerns through voice and non-voice support channels, including chat. Reviewed customer account information and documented cases accurately in internal systems. Supported business reviews by analyzing KPI trends and agent performance behaviors. Handled sensitive account requests, including deceased-customer account cancellations, according to established procedures. Coordinated with leadership and supported customer resolution and service-quality goals.

Key Achievements:

Assisted customers with account inquiries, service concerns, and troubleshooting. Used web-based tools to review account information and provide accurate resolutions. Explained service information clearly and maintained professional customer interactions. Documented customer concerns and actions taken in company systems.

Key Achievements:

Assisted customers with online shopping inquiries and order-related concerns. Used e-commerce tools to review information and support customer requests. Maintained accurate customer records and communicated solutions clearly.

Key Achievements:

Coached team members to improve customer service, productivity, quality, attendance, and schedule adherence. Monitored performance metrics and reviewed KPI results to identify improvement opportunities. Supported escalated customer concerns and helped ensure timely, professional issue resolution. Prepared manager updates and supported client meetings, team schedules, and operational coordination. Provided feedback and guidance to help employees meet performance expectations and service standards.

Key Achievements:

Assisted customers with computer use, printing, scanning, and basic software questions. Troubleshot common computer and application issues. Conducted online research and helped users access information for school projects. Supported daily shop operations and maintained an organized work area.