Obtain full time employment with a growing company for advancement and opportunity. Obtain a position that utilizes my communication skills and management qualities.
Highlights
Strategic planning
Procedure development
Analytical
Team building
Staff retention
Contract management
Systems implementation
Productivity improvement specialist
Troubleshooting and problem solving
Client relationships
Experience
07/2010 to Current
Manager/Design ConsultantSvb Financial Group – Denver, CO,
Essential responsibilities are to provide support and training to a staff of two design consultants and three customer service consultants. Continue support in following sales system to maintain consistency amongst consultants and increase productivity. Provide support in training customer service consultants in following scripts to be able to obtain quality leads for the sales team and provide excellent customer service.
Go into customers' homes on pre-set appointments to represent Re-Bath products. Conduct analysis, design the bath to fit the customers needs, guide in material selection, price, provide financial options, and complete contracts.
08/2004 to 03/2010
Sr. Operations AnalystH&M – Coralville, IA,
Identify the impact of new business objectives, systems and work processes on retail and indirect operational performance.
Conduct Retail and Indirect Consistency Reviews (RCR/ICR) to ensure quality and consistency in operational processes and work with management to identify skill gaps and developmental opportunities work flows.
Assess current performance against business objectives.
Conduct management/supervisory, wireless consultant and inventory coordinator training's as needed and recommend performance solutions.
07/2003 to 08/2004
Retail Store ManagerAmerican Family Insurance – Baltimore, MD,
Essential duties and expectations were driving productivity with a staff of thirteen sales and service representatives both at a retail store and kiosk location.
Ensured that team members met/exceeded expectations.
Duties also included coaching, training, and recruiting staff as well as handling escalated customer service issues.
Maintained inventory and provided support for customer adjustments.
11/2001 to 07/2003
Sales & Service RepresentativeGaf Buildings Materials Corp. Of America – Cumming, GA,
Responsibilities are to sell and explain products and services to new and existing customers, explain billing procedures and equipment usage.
Gain and maintain product and service knowledge.
Maintain working knowledge of cellular phones and service, wireless technology and industry updates.
Take customer payments and apply correctly.
Answer basic customer service questions, make outbound calls for customer follow-up and prospecting opportunities, maintain clean retail work area, and assist in inventory of equipment and accessory stock.
02/2001 to 10/2001
Sales & Service RepresentativeAbility Network – Tampa, FL,
Provide customer service to credit card holders whom are establishing or re-establishing their credit.
Responsibilities include providing credit card balances, payment information and upgrade offers.
Sale membership products to qualified credit card holders that have maintained good credit status.
Accomplishments: 3rd OJT Class.
3rd in class for 96%.Productivity and 3rd in class with a 98% Quality.
08/1999 to 02/2001
Quality Assurance SpecialistBrylane, Inc – City, STATE,
Responsibilities include quality observation, coaching improvement, and research.
Provide Supervisors &/or Team Leaders tape recordings for the performance of associates.
Document the performance of associates and customer service skills and product knowledge.
Generate newsletters for the marketing business operations.
Play key roles between Team Leaders and Associates status and progress.
Provide daily coaching development per associate (1500 [Max]) with low and good Performance statistics.
Track and analyze the performance of all associates for potential errors, fraud transactions, and security issues.
Supervise and Train New Hires for product knowledge, Help Desk information, and protocol procedures for the progress of each business.
Closely handle and distribute data per 1500 (Max) associates between 4 Division Businesses for the company as a whole.
Offer status performance and suggestions for the efficiency of the business for all Upper-Management.
Helped implement new policies and procedures.
Provide service for professional staff, associates inquiries, and customer service.
Education
Expected in May 2001
Bachelors of Science: Business/Management University of Phoenix - Santa Teresa, NM GPA: Business/Management
Languages
Verbal/Written skills in Spanish
Skills
Proficient computer literacy proven through work experience with Windows 7 & 8, and scheduling with Marketsharp. Conferencing systems, and document sharing with Dropbox.
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