Susan Bayliss
Umina,NSW
Summary
I am an extremely motivated and positive person, with 6 years experience in a busy, fast paced inbound call centre. I thrived in the environment, and was able to provide excellent solutions for our customers, while rising to the challenge of meeting targets and professional objectives, in a strong team environment.
I have been focussed on being a stay at home parent for the past number of years, and am now ready to re enter the workforce. I believe my maturity and experiences, along with my desire to keep learning new skills will enable me to be a very valuable team member.
Overview
5
5
years of professional experience
Work History
Sales Development Manager
Telstra
01.2001 - 03.2001
- Trained and mentored sales personnel to apply best practices and techniques.
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
- implemented successful sales strategies and action plans to drive growth and exceed revenue targets.
- Analyzed sales data to identify opportunities for improvement and created action plans to capitalize on those opportunities.
- Developed and maintained relationships with key clients to increase sales and customer retention.
Sales Team Manager
Telstra
05.1998 - 01.2001
- Interviewed and recruited team members adding value, dedication and knowledge to sales team.
- Planned and directed staff training and performance evaluations.
- Coached team members in all areas of sales and performance goals including communication and needs identification skills, conflict resolution skills and techniques, and time management.
- Prepared and implemented improvement and achievement plans with individual team members.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Worked as part of the management team to work toward centre goals
- Attended collaborative workshops with management teams from other centres to share skills
Sales Consultant/Call Center Customer Service Representative
Telstra
02.1996 - 04.1998
- Provided timely and effective solutions for customers in a high volume telecommunications call centre in regard to :
- New phone connections , disconnections and transfers.
- All billing inquiries, including payment extensions, product cost and information, and disputes.
- Product needs identified through effective needs based questioning techniques, and customer enquiries.
- Customer complaints and expression of dissatisfaction.
- Worked efficiently and effectively in a team environment to achieve both team and individual sales goals, and key performance objectives.
- Provided ongoing support to fellow team members and management team to enhance achievement of goals and objectives.
- Engaged in ongoing upskilling and training to ensure in- depth understanding of products.
- Engaged in ongoing upskilling and training in effective needs based sales techniques and communication skills to maintain the provision of the best service to customers.
- Used multiple computer systems simultaneously to view, interpret and assess all necessary information to provide solutions for customers and keep their information updated.
Education
Bachelor of Social Science - Social Welfare
University of Newcastle
Newcastle, NSW11.1994
Higher School Certificate -
Corpus Christi College
Tuggerah, NSW11.1991
Skills
- Highly developed and effective communication and listening skills, enabling me to provide the best solutions to customer needs in any situation
- Strong appreciation of , and ability to be a valuable member of any team
- Ability to work independently
- A strong sense of empathy, which hand in hand with my communication skills provides me with the skillset to work through and resolve even the most challenging of issues the customer presents
- The ability to work in a fast paced environment and enjoy the challenge of achieving goals and performance objectives
- A strong sense of initiative, a willingness to learn and grow my skillset
- Strong computer literacy skills
- Well developed organisational and planning skills
- Attention to detail
Timeline
Sales Development Manager
Telstra
01.2001 - 03.2001
Sales Team Manager
Telstra
05.1998 - 01.2001
Sales Consultant/Call Center Customer Service Representative
Telstra
02.1996 - 04.1998
Bachelor of Social Science - Social Welfare
University of Newcastle
Higher School Certificate -
Corpus Christi College