Crystal “Zae” Waters
Indianapolis
Summary
Result-driven Digital Sales Consultant with experience in boosting revenue through innovative and targeted digital sales strategies. Strengths lie in identifying opportunities, nurturing customer relationships, and managing accounts to drive business growth. Demonstrated ability to navigate complex sales cycles while maintaining focus on achieving sales goals. Proven track record of success in previous roles by exceeding targets and contributing positively to team dynamics.
Overview
8
8
years of professional experience
Work History
Digital Sales Consultant
Republic Services
07.2019 - Current
- Assisted with the development of the Digital Sales team and its practices from Pilot to Finish.
- Created templates for use with customer interactions via email and chat to enhance the customer experience.
- Utilized ECIR and PBS to negotiate with customers and close sales.
- Gained better time management skills between incoming calls, live chats, email responses and initial/follow contact with customers.
Business Consultant
Republic Services
03.2018 - 07.2019
- Resolved inbound calls in real time with a one call resolution.
- Utilized product knowledge, open ended questions, and documentation provided by the local office to make product suggestions to the client.
- Assisted with billing inquiries & service requests as well.
Escalations and Corporate Escalations
Republic Services
07.2017 - 03.2018
- Served as a Liaison between the customer and local offices regarding escalated matters through direct email correspondence.
- Balanced advocating for both the customer and Republic Services.
- Utilized active listening skills.
- Increased customer satisfaction through expression of understanding and de-escalating tactics.
Floor Walker/ Help Desk
Republic Services
04.2017 - 07.2017
- Provided onsite training in real time to help transition new specialists to their new roles.
- Assisted with answering questions while the phones were live reviewing available resources to them (KMT, Case Steps, EBPP, etc.).
- Determined the strengths and weaknesses for each specialist modifying my training style directly adapted to their specific needs.
Customer Service Specialist
Republic Services
01.2017 - 07.2017
- Took inbound calls regarding new residential service set up
- Handled service requests and billing issues.
- Maintained very high quality & productivity standards.
Education
Core 40 Diploma -
Irvington Preparatory Academy
06.2013
Certifications And Recognition
- Core 40 Diploma, Irvington Preparatory Academy, 06/13
- Highest Quality Score E-gate Team, 93.3%, 02/18
- Digital Sales - Winners Circle, Silver Tier, 2023
- #1 in Stack Ranking, 04/25
Timeline
Digital Sales Consultant
Republic Services
07.2019 - Current
Business Consultant
Republic Services
03.2018 - 07.2019
Escalations and Corporate Escalations
Republic Services
07.2017 - 03.2018
Floor Walker/ Help Desk
Republic Services
04.2017 - 07.2017
Customer Service Specialist
Republic Services
01.2017 - 07.2017
Core 40 Diploma -
Irvington Preparatory Academy