career objective                              

results-driven customer service/sales manager eager to contribute outstanding leadership skills, aptitude for problem-solving, and sharp business acumen towards supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of customer service and sales management experience, with expertise in business development, staff development, and operations in fast-paced environments

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; hire, train, and lead top-performing support teams

ø  develop and implement quality assurance initiatives, motivational and performance incentives, and process improvements

ø  proactively track performance metrics and adjust business strategy; monitor trends and developments, including competitive services and marketing activities

ø  demonstrated ability to perform multiple concurrent responsibilities in fast-paced settings; strong attention to detail and emphasis on accuracy

ø  exceptional communication, presentation, negotiation, and relationship management skills

professional experience                

staples, orlando, fl                                                                                                                             2004 c 2008
team manager

        successfully managed 15-member team in providing excellent service and developing customer loyalty

        trained staff to deliver knowledgeable product assistance and telephone support in a busy call center environment

        mentored all levels of personnel in one-on-one and group environments to maximize sales and professional growth

        efficiently investigated resolved escalated client issues

 

life streams, tavares, fl                                                                                                                      2002 c 2004
data manager

• provided critical support for case managers and family care managers
• accurately maintained more than 1,000 electronic files, spreadsheets, and automated tracking systems containing confidential and shared information
• contributed to staffing and child placement meetings

 

accent marketing, eustis, fl                                                                                                                 1998 c 2002
program manager

• expertly coached and led assistant program managers to increase sales, assets, client base, and bottom-line profits through attentive service
• developed and implemented highly effective strategies to continually meet and surpass established targets
• planned and conducted winning client presentations and managed key corporate client accounts; tracked performance metrics and analyzed market trends to adjust direction
• served as company representative in community outreach initiatives

education                                           

valencia community college, orlando, fl

general studies