To perform the role of manager utilizing my 20 years of experience to increase productivity, sales volume, and deliver outstanding customer service by developing a dynamic team.
Client relations specialist
Conflict resolution techniques
Focused on customer satisfaction
Training and development
Improved customer retention in 2014 by 18% from the previous five years.Reduced staff turnover by 30% in one year by implementing several well-received team and morale-building programs.Played an instrumental role in increasing customer satisfaction ratings index from 72% to 91% within 2 years as Customer Service Manager.
I excel at providing outstanding account management via phone, in person and through e-mail correspondence.
Daily responsibilities include order entry, pricing confirmation and assignment, quoting client requests and problem analysis.
In addition I am project manager for updating data on current accounts coordinating data collection and entry across multiple departments.
I am currently tasked with the streamlining of our order entry process and am working with a fellow account specialist to achieve a paperless work environment.
I address our clients concerns and advise the sales group in suggesting additional products that could assist in their numerous applications.
This sales approach is called value added selling.) I also coached the customer service manager and team in positive and proactive communications, in order to build better relationships and improve partnerships with our clients.
In my time as RMA Coordinator (Project Manager) I worked with the RMA (Return Materials Authorization) team to reach and exceed the company goals for non-conformance turnaround.
This was accomplished through team building, process formalization and departmental relationship building.
My ability to create and manage multiple reports assisted the external sales team in providing visibility to areas for growth.
This tactic specifically allowed us to grow one of our largest customers by 15% a $330,000 increase over the previous year.
General Manager11/2005 － 06/2010Billiard FactoryLas Vegas, NV
As sales manager for local operations with responsibility for maintaining over $4M in annual sales.
Provided personal sales support and managed sales operations and Customer service for three locations, accounts payable and receivable, employee recruiting training, inventory management, purchasing, advertising and budget planning.
Billiard Factory- Grew product sales 50% in 120 days and sustained 20% annual sales growth for three consecutive years by introducing new marketing initiatives, forging effective strategic alliances, implementing innovative sales techniques and re-engineering sluggish sales force.
Helped the company save money or reduce costs.
I implemented processes that saved time and increased productivity.
Through networking and market research I improved the company's competitive advantage in the marketplace.
I assisted in enhancing the corporate image and built the company's reputation in its industry through first rate customer service and relationship building.
Customer service/Sales Unit Manager10/2003 － 10/2005Citibank N.ALas Vegas, NV
Graduated from Citigroup Management readiness program! Increased sales performance levels by 30 to 40 percent, through coaching and team management.
I assisted in increasing customer satisfaction results from 85% to 95%.
Created new processes for tracking and calculating profitability and forecasting with excel spreadsheets.
I completed escalated calls to give all customers the best overall experience.
Conducted mentoring sessions for individuals With the assistance of the Management Team we created team building activities that helped mold 213 0'2the culture.
I was responsible for annual performance evaluations and recommended levels of merit increases.
The additional revenue generated by the site allowed an early expansion (1 year ahead of projections).
Developed and implemented training courses for new recruits - speeding profitability.
Systems Hardware and software troubleshooting repair and replacement were some of my specialties.
Developed staff of 5 supervisors, 2 monitors, 1 trainer, 1 clerk, and at peak 94 interviewers.
1995Bloomfield College - Sociology, Psychology and Computer ScienceBloomfield , NJ, United StatesGPA: GPA: 3.5 Sociology, Psychology and Computer Science GPA: 3.5
2005Citi Managment Readiness - Management, Leading through accountabilityLas Vegas, NV, United StatesCustomer Service Manager Certificate (CSMC) Call Center Manager Training Certification, Leading People Business Management and Stars recruitment process. Leading through accountability model, This course teaches lessons in holding individuals responsible for participation in training, advancements and adherence to company policies.
1992High School Diploma:Manchester Highschool - College PreperationManchester, NJ, United StatesCollege preparation, Computer science, Accounting
Account management, accounts payable and receivable, advertising, approach, budget planning, Business Management, coaching, Customer service, data collection, forecasting, image, inventory management, team building, management training, market research, marketing, mentoring, excel, problem analysis, purchasing, recruiting, relationship building, software/hardware troubleshooting, team management
1995 Bloomfield College - Sociology, Psychology and Computer Science 2005 Citi Managment Readiness - Management, Leading through accountability 1992 High School Diploma : Manchester Highschool - College Preperation
Create a job alert for [job role title] at [location].