Customer Service Manager

Lori K. Senator

***** ********* *** #*, ********, CA 92562

951-***-**** hm 714/801-0065 cell

E-mail: ********@*****.***

Event Manager ? Sales Executive . Operations Manager

Loyal, driven, creative and gregarious, with extraordinary analytical and

critical thinking skills; Lori is able to quickly implement solutions and

gain employee and customer confidence.

Client Relationships . Account Management . Team Building & Leadership

Call Center . Solution Implementation . Proposal Development . Corporate

Sales Presentations ? Brand Development . Cost-Saving Analysis &

Initiatives . Customer Service Excellence ? Mail Order Operations Expert ?

Catalog Copy Writer . E-Commerce Development . Collections ? Marketing .

Promotions

Event Planning, Conferences, Travel, Trade Shows . Contract Negotiations .

Beauty Industry Expert

Professional Experience

Verizon Wireless Corporate Call Center, Irvine, CA

Customer Service Representative, Marketing Jan 2010 - Jan 2012

. Resolve customers' service or billing complaints by performing an account

analysis through activities, such as; review customer's account and call

in history, purchases, payments and bills. Also perform refunds, or

adjustments if warranted or through negotiation ensuring a satisfied

result. Received numerous letters from satisfied customers stating "Lori

delivered outstanding service better than any other customer service

representative experience"

. Provide Technical Support to resolve all issues with mobile devices and

service. Educate customers on how to set-up and utilize their device.

Provide assistance with company website including; navigation, orders,

reviewing bill, adding services as well as device documentation.

. Exceed Sales quotas through up-selling and offering new devices and

services that would benefit the customer. Follow-up on all customers to

ensure closing the sale by keeping detailed records and action calendar.

Received several awards for exceeding sales quotas and customer service

satisfaction reviews.

. Keep detailed records of customer interactions or transactions, recording

details of inquiries, complaints, or comments, as well as actions taken.

KEY ACHIEVEMENTS and AWARDS

? Created PowerPoint of innovative ideas and presented it to the Director

Of the call center Don Dumont, which were immediately adopted into

action.

? Increasing Bottom Line: Developed program to have the customers return,

dead batteries, where-as; Verizon then would return to the manufacturer

for credit or recycle the batteries appropriately.

? Invented New Service: Created the concept to utilize Verizon's existing

family locator service and combine it with a medical emergency alert

device.

? Fido Finder: Apply the family locator service to your pet's collar.

? Award for Superior Customer Service and Exceeding Sales Quota.

Monsters in Motion, 181 W. Orangethorpe Ave. suite E. Placentia, CA 6/1999

to12/2009

SALES MANAGER / OPERATIONS MANAGER

Internet mail order & retail store business of movie collectibles with

light manufacturing of resin hobby model kits. Start-up company; first of

its kind and it is still the leader in the industry. Please visit

monstersinmotion.com for a closer look.

Primary leadership role in all aspects of business development; products,

direct marketing, e-commerce, warehouse and administrative operations.

Author of "Policy and Procedure Manual", business proposals, and legal

contracts. Hire and train employees. Negotiate contracts with motion

picture companies for licensing rights. Create innovative marketing

promotions and advertising catalog. Negotiate operational contracts. Manage

national and international trade shows and conferences. Manager of:

Customer Service, Sales, Collections and reconciliation of daily revenue.

KEY ACHIEVEMENTS and AWARDS

? Fuel Sales to $1,300,000.00 in four years and exceeding all

expectations.

? Cultivated 25,000 repeat customers.

? Negotiated contract with Sony Pictures for the licensing rights to

produce products for three films in the amount of $2,000.00, when the

asking price was $75,000.00.

? Developed e-commerce web site to meet the ever-changing needs of

customers and technology.

? Researched and implemented software to manage all departments of the

business with seamless integration.

Entertainment Network Productions, Katella Ave. Orange, CA . 1/1987 -

6/1999

EVENT PLANNER TALENT AGENT

ENP was top entertainment agency in Orange County. While providing local

and national entertainment to: Event planners, private parties,

corporations, conventions, city planners, night clubs and small concert

venues; Lori immediately branched ENP services to include complete event

planning which became their biggest source of revenue.

Challenged with cultivating customers through networking and cold calls;

Lori brought in large corporate clients and maintained relationships for

repeat business. Lori is a master at negotiating contracts for every kind

of event, which included: Secure venues, menu planning, props, decorations,

staging, invitations, transportation and accommodations. Negotiate

contracts with entertainers, managers and national talent agencies.

Managed entertainer's technical riders including; staging, sound & lighting

as well as their personal riders. Produce shows per the client's request.

Managed and budget event finances. Author of; contract & event

questionnaires.

KEY ACHIEVEMENTS and AWARDS

? Miller Brewery 25th Anniversary; 10,000 guests. - National acts &

complete, event planning.

? ESRI Yearly Conventions 5000 guests. Complete event Planning.

? Nurses Convention 4000 guests. And L.A. Gift Show. - National Acts

? Inter-Bike Conventions throughout the US. - National Acts.

? City of Cypress; Community Festival.

? Vintage Design Inc. - Holiday parties and provided complete event

planning

? Developed a complex software program to track all; contracts,

customers, entertainers and vendors.

? Established international clients and brought acts to Singapore and

Japan.

Education

AA Degree Santiago Canyon College 06/2014

BA in Management at the University of Phoenix 6/2016

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