Forward-thinking professional with a deep understanding of sales, customer service, and project management. Successful in leading and directing projects from inception to launch. More than three years of progressive management experience and repeated success in developing project initiatives. Motivated Team Lead possessing excellent leadership and planning abilities. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Skills
Project Management
Staff Management
Performance Monitoring
Customer Relationship Management
Agile Methodologies
Team Leadership
Cost Analysis
Complex Problem Solving
Team Collaboration
Conflict Resolution
CRM Software
De-escalation Techniques
Upselling Products and Services
Customer Retention Strategies
Call Center Operations
Inbound and Outbound Calling
Stockroom Procedures
Sales Expertise
Staff Training
Forklift Operation
Inventory Management and Planning
Experience
05/2012 to Current
Senior Rating Specialist/Project ManagerA Place For Mom – Fairfax, VA,
Exceeded sales goals which resulting with being awarded Liberty Crown club status for top producers
Promoted to Senior Rating Specialist handling complex rating issues and handling all escalated concerns for the region
Piloted a role as a Continuous Improvement Team Captain fulfilling the role as project manager using scrum framework defining workflows and processes in fast-paced, Agile environment and distributed models through whiteboarding.
Facilitated meetings to make cost/benefit analyses and ensuring all proper procedures and systems were being utilized correctly and to avoid duplication of work
lead product owner through development, reaching out to contacts in and out of the company to ensure a timely success.
Created and ran training programs and handouts that were presented to all customer service representatives nationwide
In 2017, took role as Service Coach, running metric reports and identifying agents having issues with performance goals, meeting with supervisor to prioritize coaching.
Met with agents one on one, listened to calls to assist in removing obstacles, creating action plans, and scheduled regular follow up.
Reporting agents averaged a 146% increase in customer satisfaction over 3 months while maintaining consistent improvement in all other key metrics.
Supported new hire groups of 4 to 20 agents, helping to develop customer service skills. Monitored statistics to ensure growth, provided aid where needed, and to recognize high performers.
09/2010 to 04/2012
Small Business Account ManagerEd Napleton Automotive Group – Orlando, FL,
Oversaw and grew a book of small business accounts with consisted inbound and outbound contacts for both existing and new business
Generated leads both locally and nationally for new business, as well as acquiring referrals and cross sale opportunities by connecting with existing clients
Exceeded all sales goals and grew to the second highest sales volume seller in the small business department company wide.
Documented account activities and generated sales reports.
Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
Drafted, presented and responded to proposals for specific customer requirements with industry-specific solutions.
08/2009 to 09/2010
Customer Service RepresentativeEnergizer Holdings, Inc. – Franklin, IN,
Handled new customer sales with a heavy emphasis on cross selling existing customers
Surpassed all metrics and was the third highest representative for cross sales in the site
Resolved tech support, billing, and customer service issues, as well as handled the scheduling of technicians.
Educated customers on special pricing opportunities and company offerings.
Consulted with customers to resolve service and billing issues.
Answered inbound calls, chats and emails to facilitate customer service.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Upheld quality control policies and procedures to increase customer satisfaction.
08/2005 to 10/2009
Inventory Control SpecialistWalmart – City, STATE,
Ensured the accuracy of inventory numbers and the efficient and precise storage of overstock
Worked closely with department management to maximize the effectiveness of their teams by determining highest priority need and allocating staff accordingly
Investigated and resolved variances with inventory records.
Configured warehouse spaces as dictated by forecast of inbound materials and customer and production needs.
Reviewed shipping and received documents for accuracy.
Pulled damaged and recalled products for return or disposal.
Transported items using equipment like forklifts and hand trucks.
Promoted to Team Lead over Inventory Control department supervising a team of 8 to 10.
Managed scheduling, verifying with department managers what help was needed and prioritized tasks accordingly.
Education and Training
Expected in 09/2005 to to
Private Pilot Program: Fox Valley Technical College - Appleton, WI GPA:
Expected in 06/2005 to to
High School Diploma: Stockbridge High School - Stockbridge, WI, GPA:
Expected in to to
: Computer Science And Programming Seminole State College of Florida - Sanford, FL GPA:
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