Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Secure a challenging position to utilize my experience in implementation management, project management, sales management and customer service that will lead to a lasting relationship in the field of project management. Bachelor's degree in Marketing, Communications, Business, or related field required (or equivalent business experience of 10 years or more). Minimum three years experience managing people. Strong leadership and coaching skills to develop individuals and maximize efficiencies in a results driven organization. Highly organized and detailed with ability to manage priorities and coordinate multiple projects simultaneously. Strong communication, project management, administrative, and interpersonal skills. Strong working knowledge of Microsoft Office Suite applications. Previous experience working in a Contact and / or Call Center required with a formidable understanding of ACD call systems.
Highlights
My interpersonal, organizational, presentation and communication skills have allowed me to be a top performer while exceding jjob expectations.
* Customized technical proficiency includes SalesLogix, SAP, CRM, Oracle, and Microsoft Office
* Detail oriented, honest, reliable, and self-motivated.
Accomplishments
Experience
02/2012 to PresentImplementation ManagerMorgan Stanley | Memphis, TN,
Support all channels - traditional and social.
Keen understanding of how today's consumers "connect" with companies and how to respond accordingly.
Flexibility with schedule, operations open 7 am - 8 pm daily, also open on weekends.
Primary Responsibilities Plan, lead, direct, and organize a team of individuals (15-30) responsible for multiple touch points by responding to internal and external customers via various communication channels.
Responsible for over 500,000 interactions each year in support of our brand portfolio and customers to include: consumers, wholesalers, retailers, employees and suppliers.
In addition, support is provided to internal organizations including Marketing, Sales, Legal, Supply, Quality Assurance, WOD, Logistics, PTP, OTC, People Manage for optimal performance by setting team targets and key performance indicators related to customer satisfaction, quality of contact handling and accurate ticket categorization.
Provide performance management, development planning and key performance tracking.
Lead by example and communicate company direction to promote ownership and accountability, while fostering positive attitudes and driving employee morale.
Implement stategies to provide support into customer interactions while delivering a personalized experience and capitalizing upon opportunities to cross/upsell ABI products and promote BSC Operations.
Mitigate risk to the company by establishing well-defined processes and delivering frequent training to ensure adherence and understanding.
Work closely with internal business partners to establish expectations for contact handling in accordance with state and federal laws including the Beer Institute Marketing Code, HIPPA guidelines and regulatory compliance requirements.
Responsible for overseeing functions and/or systems which support the business operations to include: fulfillment, design and maintain telecom infrastructure, resource scheduling, employee engagement and IBS Excellence Program.
Management of various ad-hoc projects to support company and/or brand initiatives.
Oversight could entail budgetary considerations, resource allocation and scheduling, goal setting, and evaluating and communicating results.
Assist with the reaching of KPI goals for CSM phone, e-mail service levels and community management.
04/2010 to 02/2012Project SpecialistCommunity Health System | Rochester, IN,
Handled large projects from start to finish which included: sourcing material, purchasing material, ordering material, and tracking material.
Coordinated the prompt handling of all customer requests including, order entry, pricing, expediting, billing, order maintenance, credit and claims.
Provided client support on product selection and application.
11/2009 to 04/2010Inside Sales Account ExecutiveAmerican International Group | San Jose, CA,
Made initial contact with customers, introduced Schneider Logistics and their services to them, built and maintained ongoing relationships, and increased business with customers over time.
Made sales calls to prospective customers, averaging 70 cold calls/day and developed a book of business that paved the way to reach monthly sales goals.
Managed daily shipment activities through discussion with customers and carriers to ensure superior customer service.
Quoted and negotiated price to transportation services on the spot with customers.
Multi-tasked by working with multiple software programs to efficiently driving results.
Handled incoming calls for all customers, including problem resolution, load (shipment) tracking and collection on invoices.
07/2008 to 11/2009Customer Service Sales ManagerCathay General Bancorp | Los Angeles, CA,
Created and managed the Small Business Solutions division for STL Wireless.
Managed a team of ten sales and customer service representatives.
Sold Verizon Wireless products to new and existing customers via face to face interactions and cold-calling prospective customers.
Education
Expected in Bachelor of Science | Business Management, , GPA: Business Management
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