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Franklin Street ,
Trainer ~ Customer
Service ~ Team Leader
Reliable, customer service
focused trainer and manager with a successful background in solving
problems, developing employee skills and innovating.
Experienced in creating a
department, hiring, training, leading a team and supervising projects.
Identified areas of opportunity
in company processes long neglected, improving the company bottom line
and customer satisfaction.
Constantly striving to learn
as much as possible about the company and industry and become the office
expert in a variety of areas.
Promoted several times in
recognition of quick learning ability and adaptability.
Areas of expertise:
Customer Support Negotiation
Sales Training Process Revision Team Leadership
Customer Retention Accounting Collections Management
San Diego, CA Telecommunications Industry
Trained and supported + call center sales reps on behalf of
DIRECTV in an AT&T call center, including holding classroom sessions,
creating training materials, running promotions and product knowledge
Customized training materials
and subjects to fit the needs of the individual center being trained
resulting in better sales rep response to customer objections and questions.
Recognized by an award for innovation.
Ran incentives as needed to
boost product recognition and produce higher sales on a weekly basis.
Sales were higher week over week by more than % overall and dramatically
higher than previous sales on behalf of competition.
Tracked statistics and ran
sales trending, reporting to management team daily. Suggested changes
to marketing materials which were implemented and resulted in a simpler
format which was easier to train and to understand.
SECURITY INC. San Diego, CA Security Industry
Customer Service Manager
: Led Customer Service department, responsible for handling
cancelations and customer retention, sales of long term contracts,
collections and special projects.
Customer Service Agent
: Handled general customer service, cancels and retention,
collections and residential sales as a precursor position to the creation
of the CS department.
/ Collections Clerk : Journal entries, billing, deposits,
cancelations and collections.
Identified a critical company
area cancelations which was resulting in company losses and implemented
dramatic changes in the processes, streamlining them and preventing
net customer attrition.
Created a new company department
Customer Service and hired, trained and lead the CS team. Assigned
duties and goals in the areas of customer satisfaction, attrition reduction,
reduction in average aging and more. Attrition reduced by % over two
years. Average past due aging receivables reduced by days.
Implemented new incentive
structure for sales rep tasked with signing existing customer sites.
Previously a commissioned position. Created a salary and bonus "point
based" system resulting in company savings and attrition reduction.
Oversaw special projects such
as a customer satisfaction outreach program and transition of analog
equipment to digital technology. Recognized by peers as the office goto
person for a variety of company knowledge.
Taught several classes in
Customer Satisfaction and Attrition Reduction attended by internal employees.
MOORE MATERIAL HANDLING
Burlingame, CA Industrial / Construction Industries
Parts & Service
Manager : Supervised technicians, handled billing and inventory,
over the counter sales, rentals and acted as office manager in the absence
of the Branch Manager.
Receptionist / Parts
Assistant : Answered phones, handled sales quotes, assisted
in parts research and sales and other projects as assigned.
Refocused the branch direction
regarding customer service including implementing changes to the rental
and service call processes, saving the company money and time.
Coordinated dispatch and routing
of technicians to best utilize their time and resources while providing
service to the customer.
of previously two separate positions Parts/Service with no previous
experience in the industry and minimal training.
Additional professional background includes temporary office & government
positions, administrative assistant and retail. Details furnished upon
San Diego City College,
San Diego, CA
Supervisory Certificate , San Diego Employers
Association * Innovative Training Award * STAR Service Award
Windows/PC OS, MS Office
Word, PowerPoint, Excel, Outlook, Platinum for Windows, MAStermind,
web based programs