Shantonia

Key Responsibilities

* Conducted virtual training sessions for new hires, covering systems navigation, customer service guidelines, call flow, and Carnival Cruise Line policies.

* Taught agents how to handle reservations, booking changes, onboard services, payment processing, and guest issue resolution.

* Trained agents on compliance standards, security protocols, and brand requirements to ensure consistent, high-quality service.

* Provided hands-on coaching and practice scenarios to prepare agents for live customer interactions.

* Assessed agent performance through quizzes, mock calls, system practice, and quality evaluations.

* Delivered real-time feedback and created improvement plans to strengthen agent knowledge and confidence.

* Collaborated with leadership to improve training materials, update procedures, and address common agent challenges.

* Supported transitioning agents during their first weeks on the production floor to ensure a smooth shift from training to live calls.

Sales Representative / Inside Sales / Call Center Sales

* Engaged customers through inbound and outbound calls to identify needs, recommend products, and close sales.

* Delivered clear, persuasive product explanations and tailored solutions to meet customer requirements.

* Met or exceeded monthly sales targets, conversion goals, and revenue benchmarks.

* Conducted needs assessments to match customers with the best services, promotions, or upgrade options.

* Maintained detailed knowledge of product features, pricing, policies, and competitive advantages.

* Handled customer objections using strong communication and negotiation skills.

* Processed orders, payments, and account updates with accuracy and professionalism.

* Cross-sold and upsold products and services to increase overall customer value.

* Followed all compliance regulations and company procedures during sales interactions.

* Documented all customer interactions and outcomes in CRM systems.

* Collaborated with team leads and supervisors to improve scripts, processes, and call performance.

Telecommunications Customer Service & Sales Representative

* Handled high-volume inbound and outbound calls to assist customers with mobile, internet, TV, and home phone services.

* Provided troubleshooting support for network issues, device problems, service outages, SIM activation, and account access.

* Explained plans, promotions, upgrades, and billing details clearly to help customers make informed decisions.

* Processed payments, plan changes, device orders, cancellations, and account updates with accuracy and confidentiality.

* Performed technical diagnostics using scripted and unscripted steps to resolve customer issues efficiently.

* Used de-escalation techniques to manage frustrated or confused customers while maintaining professionalism.

* Transferred calls to appropriate departments when needed and coordinated support across technical and billing teams.

* Identified sales opportunities by recommending upgraded plans, add-on services, insurance options, and new devices.

* Documented all interactions, troubleshooting steps, and outcomes in CRM systems.

* Ensured compliance with company policies, security requirements, and industry regulations.

**Key Outcomes:**

* Improved first-call resolution by accurately diagnosing and resolving technical issues.

* Increased customer retention through effective problem-solving and plan recommendations.

* Consistently met performance targets: call quality, handle time, sales conversions, and customer satisfaction.