Bailey DeCarlo
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Texas, United States
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Digital Senior Sales Customer Service RepresentativeRentokil TerminixFeb 2023 - Current (3 years 4 months)• Primarily manage inbound customer chats, along with some calls, for both residential and commercial clients—handling service scheduling, billing inquiries, complaints, and payment processing. • Deliver high-quality customer support that consistently converts service calls into revenue-generating opportunities. • Resolve customer concerns in one contact by using available tools and professional de-escalation techniques. • Process collections for past-due accounts, assisting in payment recovery efforts. • Support the digital service team by messaging customers and technicians to coordinate requests. • Handle 3–5 simultaneous chats with speed and accuracy, consistently meeting resolution time targets. • Provide peer support by as- Call Center RepresentativeAmazonJun 2021 - Feb 2023 (1 year 9 months)• Provided friendly, solution-focused support to business and residential customers across the U.S. and Canada. • Resolved customer account issues, tracked orders, and clarified billing details. • Researched and explained invoices clearly to address billing questions. • Verified customer identity to protect account security while maintaining a smooth support experience. • Paraphrased concerns back to customers to ensure clarity and showed empathy with a professional, courteous tone. • Adapted to business needs by working overtime when required to support high call volume and ensure timely service. • Utilized Microsoft 365 applications, including Word, Excel, and PowerPoint, to track performance metrics, organize notes, and assis
- Sales Advocate/ Customer Service RepresentativeCricket WirelessMay 2018 - Jun 2021 (3 years 2 months)• Assisted customers with new activations, device upgrades, and account services while ensuring a smooth and personalized experience. • Identified customer needs and confidently recommended the best plans, phones, and accessories to maximize value and drive sales. • Consistently met or exceeded sales targets through upselling and product knowledge. • Handled service issues and billing questions with professionalism and care. • Maintained a clean, organized store environment and ensured every customer left satisfied. • Built strong relationships by actively listening and following up to ensure long-term satisfaction. • Utilized typing skills to efficiently enter customer information and track inventory on spreadsheets, ensuring a
- Sales Associate/Assistant ManagermauricesAug 2015 - Apr 2018 (2 years 9 months)• Managed cash handling, register operations, and daily bank deposits. • Delivered personalized service and coached team members to meet sales goals. • Oversaw inventory tasks, store organization, and operational checklists. • Ensured team compliance with company standards and policies. • Collected customer feedback through satisfaction surveys, while also utilizing typing skills to accurately monitor team sales, input data into documents, update customer account profiles, and manage inventory records in the system, ensuring efficient operations and enhanced customer service.