Manager Customer Service

Work History:

REMAX MACON REALTORS **/****-Present

Office Manager/REALTOR Macon, Ga

. Manage 26+ Real Estate Agents at any given time & personal assistant

to Broker

. Responsible for all Bookkeeping duties(AP & AR and HR Duties)

. Coordinated & Schedule guest speakers for Monthly Sales Meetings

. Handle all marketing for Company and Some Ads for Individual Agents

. Help Recruit New agents

. Maintain Web Site and Email accounts (Hosted by eWebengine), Computers

and Phones and all office equipment

. Train all new Agents and Secretaries on all Operations that pertain to

their Job Description

EXIT PREFERRED REALTY (Went out of business) 07/2007-01/2009

Office Manager/REALTOR Macon, Ga

. Manage 14+ Real Estate Agents at any give time & personal assistant to

Owner

. Responsible for all Bookkeeping duties

. Coordinated & Schedule guest speakers for Monthly Sales Meetings

. Plan & Implement Teleconference Training(I also proxy the class for

the Ga Post Licensing)

. Handle all marketing for Company and Some Ads for Individual Agents

. Help Recruit New agents (I have recruited 3 within a 3-mo period and

sched another to meet w/Broker)

. Handle all input to Macon and Georgia MLS(Multiple List Systems)

. Maintain Web Site and Email accounts (Hosted by eWebengine), Computers

and Phones

. Train all new Agents and Secretaries on all Operations that pertain to

their Job Description

. Plan all Meetings, Parties and Continuing Ed Classes

. Brainstorm and Implement Revenue generated business (BPO's & seek out

new properties to manage)

Mullen CHEVROLET (Went out of Business) 04/2006-07/2007

Working Sales/Leasing Agent Supervisor Stone Mtn, GA

(In training to be finance manager) -80%GM Certified

Knight Ridder Digital 10/2003 - 4/2006

The Macon Telegraph & The Centre Daily Times

Macon, GA / State College, PA

Classified Advertising Manager

Managed 19 direct reports, including outside sales team and inside call

center supervisors while improving retention of productive employees in a

high-turnover environment at the Macon Telegraph

. Coordinated dealership golf outing to retain and prospect new Cars.com

clients

. Planned and Implemented Big Ads/Online Blitz and exceeded $150k goal

within 2 days of 3-day event

. Improved morale and retained 100% of call center staff while

increasing call center answer rate to 97% at the Centre Daily Times

. Exceeded monthly revenue goals and surpassed annual revenue goals

within 11 month period

. Exceeded revenue goals by double for both 2004 semi-annual Career

Tabs, as well as Love Lines sections

. Increased incremental revenue by planning and implementing other

innovative projects including The Nursing Excellence Award Program,

The Verican online ad-taking system, and relationship-building special

section wraps

Bob Showers Windows And ROOMS (Went out of business) 6/2002 - 6/2003

Direct Response Marketing Coordinator Philipsburg, PA

. Planned and implemented new marketing department call center

. Developed standards and procedures including customer service and

rebuttal phone scripts and trained employees on use of new marketing

software and the new phone system

. Generated sales leads by renewing relationships with inactive

customers and reduced promotional mailing costs

Corman & ASSOCIATES (Bought out Prudential Williams & Assoc.) 6/2002 -

1/2003

Licensed Realtor State College, PA

. Sold Real Estate in the Clearfield and Centre County, PA.

Prudential Williams & Associates 6/1998 - 6/2002

Licensed Realtor/Customer Care Coordinator State College, PA

. Coordinated business between customers, banks, lawyers, closing

companies, utilities, other real estate offices, and ad agencies while

managing customers, customer files, property management, listings, and

showings

. Prepared documents and letters for sales, appraisals, market analysis,

and broker price opinions

Safelite Autoglass 8/1993 - 6/1998

National Telephone Manager Columbus, OH

Local/Central Telephone Unit Manager.

Columbus, /Pittsburgh, PA

. Managed 17 direct reports National Call Center to take overflow calls

for over 40 telephone call centers across US

Citibank 2/1991 - 8/1993

Customer Service Representative Hagerstown, MD

. Mentored call center representatives while monitoring center's overall

inbound and outbound calls, while also maintaining a call answered

rate of 210/calls per day, 98% availability, and 98% quality.

Ames Department Stores 9/1980 - 12/1987

Corporate Trainer/Systems Installer (started at Service Desk & Sales Floor)

Rocky Hill, CT

. Trained management and store employees of acquired companies on

policies and procedures, cash office, accounting, and usage of capital

goods equipment including: computers, registers, credit card machines

& phones.

____________________________________________________________________________

________________________

Awards: SafeLite Autoglass Wall of Fame recipient, 3-time Citibank Triple

Crown Award recipient

Skills: Strong Organizational Skills; Goal Oriented; Team Oriented; Call

Center Management; Coaching, Motivating & Developing Employees; Sales,

Microsoft Office (Word, Excel, Outlook, Power Point); AIM, Baseview &

DTI systems) Any office machines such as calculators, money machines,

Konica/Minolta bizhub 252, etc.

organizations: Volunteer for Children Miracle's Network - Radiothon &

Telethon, Women's Council of REALTORS, and Volunteer for Special

Olympics.

____________________________________________________________________________

________________________

Education:

West Branch High School

Morrisdale, PA

Business Graduate

1981

Clearfield Vocational Technical School

Clearfield, PA

DECA Graduate 1981

Hagerstown Junior College Hagerstown, MD

Consumer Inquires and Telephone Investigations credits

1991

WESLEYAN COLLEGE Macon, Ga

Business Management/Marketing & Advertising w/minor in Communication

2008 - 2012

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