MOLLY J. TEEPE

303-***-****

abl5yd@r.postjobfree.com

SUMMARY

Experienced Customer Service Management Professional with expertise in

investigating opportunities for increase in customer service and applying

solutions to increase customer satisfaction. Experience in operations-

related problem solving at the executive level and complex issue

resolution. Consistently valued and recognized performer in customer

relations and retention. Self-starter, highly motivated, quick learner.

Excellent organizational and multi-tasking skills. Adept personable

communicator and experienced negotiator. Proven coaching and monitoring

skills. Core competencies:

. Advanced escalation handling skills at both managerial and executive

levels.

. Extensive customer service experience effecting improvement across

multiple industry segments.

. Wholesale and fortune 500 operating environments.

. Experience with call center operations.

APPLICABLE SKILLS

Customer Experience Process Improvement

. Dramatically reduced customer turnover and laid the groundwork for a

pilot program in three call centers. Independently developed an

innovative process.

. Moderator of department head meetings, discussed ways to improve

customer experience.

. Improved performance. Reviewed customer transaction surveys on a

monthly basis, increasing efficiency in utilizing information and

winning back customers.

. Developed and implemented processes on the handling of escalations and

treatment of customers.

. Coordinates customer special pricing offer. Final approval authority

for customer pricing.

Sales and Sales Process Improvement

. Increased revenues by creating the company's first competitor

comparison sales tool.

. Generated leads, obtained top bonus each month.

. Effectively identified decision makers, successfully overcame customer

objections, superb ability to close commitments, adept ability to

cross-sell.

. Facilitated revenue increase through customer needs analysis and

effective handoff to sales force.

. Prepared sales documentation, activity reports and forecasts as

required.

. Created and maintained lead-tracking databases for two mortgage firms.

. Increased revenues. Generated perspective buyer and seller leads over

the telephone.

. Promoted to National Accounts Manager for institutional food service

after 5 months.

. Increased revenues and sales order volume. Successfully coordinated

marketing, maintenance and service of national accounts pre and post

sale.

. Improved sales process. Implemented a variety of marketing programs,

including direct mail.

Financial

. Generated payroll and commission checks.

. Payroll taxes and company audit.

. Accounts receivable / Accounts payable. Escrow management.

MOLLY TEEPE Page Two

Customer Service and Sales Personnel Training

. Trained new employees in phone marketing techniques through mentoring

and scripts. Resulted in increased employee productivity in lead

generation, morale and efficiency.

. Served as sales force knowledge resource on an ongoing basis.

. Improved customer experience. Monitored sales and customer care

representative calls, using mentoring, training and customer awareness

skills.

. Improved customer satisfaction. Trained new sales and customer care

representatives on regarding positive customer experience and provided

strategies in handling customer concerns.

. Resolved customer issues through personal contact, research and cross-

functional partnership.

WORK HISTORY

Spectrum Human Resource Systems, Denver, Colorado 2007-2009

Marketing Lead

Qwest Telecommunications, Inc., Denver, Colorado

2000-2005

Operations/Escalations Manager (2003-2005)

Account Manager/Inside Sales Consultant (2000-2003)

Colorado Mortgage Services, Wheat Ridge, Colorado 1997-2000

Home Team Advantage, Inc. Broomfield, Co / ERA Real Estate Co., Northglenn,

Co.

Marketing Consultant/Full Charge Bookkeeper

Bee Bee Que Foods, Inc., Commerce City, Colorado

1993-1997

National Accounts Manager / Sales Representative

EDUCATION

Business and Paralegal Courses, Jones College, Lakeland, Florida.

General and Business Courses, Polk Community College, Winter Haven, Florida

PC SOFTWARE EXPERIENCE

. Sales Force

. Qwest Legacy System

. Contact, marketing, database, project tracking - Act2000, Loan

Prospect, Telesales

. Working knowledge of Excel, Outlook, Quicken and Power Point

Contact this candidate