LaNeisha Colvin
Augusta
Summary
Proven professional with extensive experience in customer engagement and appointment setting, notably at Metro Public Adjustment, Inc. Excelled in utilizing Salesforce CRM and demonstrating exceptional telephone etiquette, enhancing client satisfaction and exceeding call quotas. Recognized for a positive attitude and a commitment to reducing appointment cancellations, showcasing a blend of hard and soft skills critical to driving business success.
Overview
9
9
years of professional experience
Work History
Appointment Setter
Metro Public Adjustment, Inc
02.2025 - Current
- Set appointments with salespeople and potential customers.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Answered phone calls and answered questions from potential customers.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Screened potential customers to determine interest and requirements for products and services of company.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
- Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls and emails.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
- Collaborated with sales team members to share leads and strategies for securing appointments with high-level decisionmakers.
- Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
Customer Service Representative
Elite Staffing
09.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer issues with care, increasing satisfaction and driving continued patronage.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Package Handler
UPS
07.2022 - 12.2023
- Followed safety regulations to maintain safe work environment.
- Streamlined package processing through effective organizing strategies.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
Call Center Representative
Kelly Services
11.2021 - 06.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Security Event Staff Member
Andy Frain Security
05.2016 - 05.2022
- Enhanced customer experience by ensuring efficient and safe navigation through event spaces.
- Enhanced security measures by conducting thorough pre-event inspections and risk assessments.
- Received recognition for outstanding performance from supervisors and clients alike due to dedication and professionalism on the job.
- Ensured crowd safety by effectively implementing and monitoring entry procedures and access control points.
- Provided clear communication for event updates, coordinating with other staff members to maintain order during events.
Education
Associate Of Science - Criminal Justice
Post University
Waterbury, CTGED - Diploma
Ritenour Adult Learning Center
Saint Louis Missouri 11.2010
Skills
- Script memorization
- Telephone etiquette
- Salesforce CRM
- Positive attitude
Timeline
Appointment Setter
Metro Public Adjustment, Inc
02.2025 - Current
Customer Service Representative
Elite Staffing
09.2023 - 02.2024
Package Handler
UPS
07.2022 - 12.2023
Call Center Representative
Kelly Services
11.2021 - 06.2022
Security Event Staff Member
Andy Frain Security
05.2016 - 05.2022
Associate Of Science - Criminal Justice
Post University
GED - Diploma
Ritenour Adult Learning Center
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