Customer Service Sales

S AM K OUBAISSI, MHR

**** ****** ****** #*** *******, FL 32835

C: 407-***-**** **********@*****.***

A highly motivated Human Resources graduate with professional experience guiding, developing and supporting all

levels of leadership and staff through culture and organizational change efforts supported through

leadership development, performance management, training and development, recruiting, coaching and

mentoring. Experienced consulting in small to large size organizations.

Performance Management • Leadership Development • Coaching Skills • Problem Solving Skills

Learning & Development • Ability to Handle Multiple Projects • Teamwork Skills • Work Independently

Consulting & Collaborative Skills • Employee Relations • Employee Development & Mentoring

Business Acuman • Team Building • Various Industry Experience • Presentation Skills • Listening Skills

HR Knowledge • Employee Retention • Communication Skills • Project Management

Organizational Development • Ability to Work in Fast-Paced Environments

E D U C AT I O N

Rollins College, Winter Park, FL

Master of Art; Human Resource Management (May 2013)

University of Central Florida, Orlando, FL

Bachelor of Science; Business Administration - Marketing (May 2001)

Computer Literacy: Proficient in Microsoft Office, Apple Mac OS Programs and ability to learn other applications and programs.

Certifications in: Leadership, Coaching, and service based sales seminars and workshops.

PHR Certification: (Expected December 2013/Early 2014)

PROFESSIONAL EXPERIENCE

FRONTLINE PERFORMANCE GROUP, Winter Park, FL September 2009-Present

Senior Performance Manager

Responsible for partnering, learning and consulting client’s performance improvements inclusive of training, learning and

developing needs. Recommend appropriate performance solutions that are aligned with FPG services and that positively

impact the clients growth, business needs and objectives.

Instrumental in developing and implementing organizational development solutions focused on cultivating high-

•

performing teams, including new leader transitions, role and performance goal clarifications as well as team development

sessions.

Contributed to clients substantial revenue growth by increasing sales revenues to over $320 million, an increase of 21%

•

over prior year.

Responsible for leading organizations to reach their top sales performance and customer service potential by guiding and

•

educating the client on how to create the right culture. Develop and build strong client relationships.

Work with client managers to develop and support appropriate strategies for clients regarding operations, strategic

•

planning, performance issues and employee relations.

Partnered with learning and development managers to revamp training and introduce new process and curriculum.

•

Provide consulting services at the individual, team and organizational levels with a focus on organization and culture

•

change.

Provide individualized and team coaching to educate participants in areas of leadership, service and sales as well as

•

career development.

Recommend, coordinate, facilitate and deliver customized training and development seminars and workshops through in-

•

person and/or webinar methods.

Support and participate in recruiting efforts to sustain client talent pipeline.

•

Participated in the design, development and implementation of training programs.

•

Designed, created and implemented effective team building activiites and incentive programs to achieve performance

•

objectives.

Achieved 100% client renewal rate by providing great client service and producing great results consistently.

•

Achieved excellent client satisfaction ratings and results, by exceeding client performance goals and expectations

•

nationwide.

Recognized for my ability to effectively lead, coach and present motivational workshops and sessions.

•

Ability to engage and influence all levels of clients, including senior VPs.

•

Avis Budget Group, Maitland, FL January 2007-September 2009

Business Owner/Agency Operator

Responsible for the overall growth and success of a Budget Car and Truck Rental location including recruiting, staffing,

marketing and promoting the Avis Budget Group brand and values. Maintained a business plan aimed at developing a rent-a-

car/truck business in the local market and the day to day operations.

Guided the branch team to top-tier performance, generating more than $1M in annual revenue.

•

Generated revenue by signing the largest catering company in Central Florida that gained revenues in excess of $25,000

•

in a span of two months.

Ability to attract, evaluate, coach, and advance team to create an effective and positive working environment.

•

Supported and managed multiple employees including training, developing and motivating.

•

Responsible for recruiting, interviewing, hiring efforts. Maintained staff schedule and processed payroll.

•

Facilitated monthly meetings with the team to discuss progress and enhance customer service, training and business

•

objectives.

Consistently maintained and exceeded performance and customer service goals by implementing service based sales

•

techniques.

Developed a business/marketing plan to gain new retail, corporate and insurance replacement clients.

•

Implemented online marketing, local advertising and created flyers and coupons to attract and retain client base.

•

Provided weekly and monthly sales goals and location progress to the corporate team.

•

Devised and implemented effective team building activities and incentive programs to achieve performance objectives

•

and maximize revenue for the business and sales team.

THE KHOURY GROUP, Winter Park, FL October 2003- January 2007

Senior Account Manager (2005); Account Manager (2004)

Conducted strategy and problem solving in all business phases. Primary focus was a combination of providing support

•

and training to client’s upper level management and continued development and assessment of frontline sales team.

Responsible for strategic planning, gathering and analyzing data, reporting and reviewing areas of improvement as well

•

as implementing the KPE performance equation.

Rapidly promoted to senior account manager role in 2005 to facilitate in every aspect of clients needs and Khoury Group

•

projects in North America

Excelled in building strong client relationships at all levels, capitalizing on profitable opportunities and revenue

•

generation in various industries.

Effectively trained and developed client management and frontline teams through one-on-one, side-by-side coaching and

•

motivational seminars and workshops.

Selected for external special project to support in developing senior management and frontline teams within North

•

American region. Partnered with learning and development team to rollout new process.

Achieved the highest client satisfaction results in our business unit by improving revenue and customer service year-over-

•

year percentage while sustaining an improved sales culture within the client’s organization.

Participated in recruiting activities and efforts in order to sustain client talent pipeline.

•

Contact this candidate