Kim

In this role, I handled high volumes of inbound and outbound calls, qualifying clients for rent-to-own programs and ensuring they were a good fit. I built strong relationships by understanding client needs and offering tailored product solutions. I guided users through the setup and optimization of their listings, preparing them for a smooth handover to the credit repair team. Throughout the process, I maintained accurate CRM records and tracked all lead activity. By qualifying over 100 leads each month, I consistently contributed to pipeline growth and improved conversion rates.

Managed over 150 merchant accounts, fostering trust, encouraging upsells and renewals, and boosting customer retention through needs analysis and proactive support. Assisted with PCI compliance, IT troubleshooting, and process efficiency; recovered lost revenue by re-engaging dormant and at-risk accounts; and oversaw customer training and onboarding on payment systems. Created Excel performance reports to show areas for account expansion.

In my role as an independent contractor, I provide exceptional customer service support by phone, chat, and email, accurately responding to client questions while upholding confidentiality and accurate data entry. In busy remote settings, I effectively address client concerns, adhere to company policies, and quickly adjust to various client systems and requirements while working US hours to accommodate various time zones.