Customer Service Sales
Resume:
Amy E. Ponder
**** ****** ***** *******, ** ***** ********@*****.***
Objective
Administration
A challenging position that allows me to contribute my skills and experience to a rewarding career.
PROFILE
Self-motivated Administrative Executive, Business Owner & Account Manager with over 20 years of experience in administration, account and business management, customer service and client relations, writing, internet research, sales, marketing and networking.
Administration and business management skills proven by 10 years of successful, profitable self-employment.
Talent for identifying customer needs and providing the appropriate company product and service offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
Diplomatic and tactful with professionals and non-professionals on all levels.
Expertise in resolving customer service issues.
Proficient in internet research with drive for excellence in all research projects.
Over 20 years experience in alternative medicine and health.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
Professional Experience
ALLIANCE DATA Feb. 2008 – Present
(formerly SPIRIT OF AMERICA - (with maternity leave in 2009)
changed ownership)
Collections Account Manager
Managing several thousand accounts on a monthly basis.
Independent self-motivated position responsible for thousands of accounts.
Performance driven incentive based on excellent customer service & collections ability.
Highly organized and great attention to detail a must for task completion.
Collaborate with other account managers in order to increase collected revenue and better the financial success of the company.
Work closely with all levels of management.
Assist with team scheduling on a weekly basis.
Daily customer contact.
Excellent feedback on phone monitors.
Personal recorded phone work used for training purposes due to exceptional quality.
Dedication to working together as a team.
PONDER CONSTRUCTION 1997 to 2007
Administrative Executive and Owner
Business management and administration; Drafted business plan & marketing strategy for initial start up of the company; Performed the research and network marketing necessary to constantly increase the success of the business; Ongoing maintenance of customer base as well as consistent marketing in order to attract new clientele; Collaborate with co-owner to create strategy to enhance customer/client satisfaction. Gather, analyze, and report daily/weekly/monthly sales and service statistics and implement in forecasting.
Research business administration on a continuous basis in order to reduce expenditure, therefore consistently increasing profit margins and maintaining the most efficient company profile possible.
Constant re-evaluation of company efficiency that resulted in increased profit each year that it was in business.
Manage staff; hiring, termination, performance quality evaluation.
Generate each individual job forecast.
Ongoing project management.
Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
Develop and implement strategic marketing plan for business.
Frequent phone contact with clients.
Increase client base and provide excellent customer service.
Rapidly learn and master computer programs to meet ongoing business demands.
Author professional correspondence to customers and potential clients.
Enhance business performance and morale with various motivational strategies.
Networking and customer relations in order to provide new business.
Finances: Accounts payable/receivable, invoicing, budgeting.
Compliance with all BWC and insurance liability requirements.
Membership with Home Builders Association
Several years in Cincinnati Homearama
PRE-PAID LEGAL SERVICES 2003 to 2005
Sales & Marketing Leader
Sales team leadership and professional presentations.
Design and deliver series of training classes.
Recognized for creation of training program.
Deliver group training presentations to sales associates.
Conduct group sales sessions.
Build client base and maintain referrals.
Constant customer contact.
Communicate legal concepts to clients.
Create and initiate special promotions and marketing plans.
Project management
Report preparation
Scheduling
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