Customer Service Sales

Monica S. Molina

**** * ** **** *********, FL ***21 Cell: 954-***-**** ********@*****.***

Value Offered Over 14 years of office and sales management experience.

Proven track record of driving constant growth and expansion.

Specialized skills in building sales teams to reach their optimal potential.

Expert relationship builder, channel developer, negotiator and sales strategist

for inside and outside sales.

Have created several successful training programs for inside and outside sales

professionals

Ability to streamline existing company processes to save the company money,

time, and effort

Key Skills B2B Specialist Territory Startup & Turnaround

Sales Team Training & Management Strategic Partnership Building

Key Account Management A/P, A/R

Excellent Customer Service Skills Interview, Recruit and Train

Strong organization and attention to Personnel

detail Business Operations

Job History Responsible for assisting in the implementation of all sales and marketing

Sales Support strategies of the company.

Administrator Help develop various marketing elements essential for the 'growth' of the

(FloorForce Boca company

Raton, FL) October Work efforts mainly include coordination of sales initiatives, regular customer

2012-Present contact, follow up, CRM and implementation of the sales and marketing

strategies of the company.

Managed all A/R for the company

In charge of placing all accounts for collections as necessary and managing

follow up with the collection agency

Created accounting system to streamline the process of the company’s account

receivables

In charge of all customer service/support for over 400 dealers. Ensured proper

follow up and deliverance of product to dealer

Created all quotes for all departments and dealers for additional services that

were being requested

Very fast paced office environment that demanded strong organizational skills

and multi-tasking

Account Manager Workflow and task management to ensure projects were being completed

(B.O.S.S. Ft. accurately and in a timely manner

Lauderdale, FL) Also known in the company as the “The Company Super Glue”

May 2012-

September 2012 Call center environment for a program that was in place that helped people who

are facing foreclosure by providing white glove service to the client

Liaison for the client and managed the relationship between the client and the

law firm.

Oversaw accounts for 160+ clients that were assigned to me.

Extensive customer service for assigned clients by attention to detail to the

documents that they were receiving from the lender regarding the home and

holding the law firm accountable to contact the client and follow through with

the promises given to the client.

Heavy inbound and outbound phone calls.

Constant research on mortgage and mortgage fraud to keep informed to further

Monica S. Molina 954-***-****

be able to assist the clients.

Very fast paced office environment with the need for multi-tasking and follow

Restaurant Manager through with tasks and clients.

(Taverna Yiamas, Received numerous compliments from clients for showcasing exemplary

Hollywood, FL) customer service

December 2011- Received Employee of the Month award

April 2012

Interviewed and selected all new wait staff for restaurant

Made sure beverage and food inventory was intact and replenished as needed.

Sales Assigned side work and created schedules for wait staff.

Manager/Showroom Ensured all cash out sheets were correct and deposited money to the bank on a

Manager (Design daily basis.

Solutions, Toronto, Personally trained all new wait staff.

CA) July 2011-

December 2011 High end furniture and interior design firm.

Implemented sales goals for all design consultants.

B2B sales specialist and key trainer.

Attended local events to build awareness for business.

Created first training programs for inside and outside design consultants.

Interviewed all candidates for the open positions of inside and outside design

consultants.

Conducted 90 day reviews for design consultants.

Maintained appearance of showroom and ordered new pieces to increase sales

in showroom.

Hand selected artwork and accessories to accentuate furniture to optimize sales.

Completed design consultations for clients to ensure the best selection for their

home/office as well as read floor plans to ensure the proper fit.

Completed several design projects for clients by redoing the interior design of

their home

Supported an income producing sales team of over $2 million monthly.

Sales Ensured proper completion of all quotes before they were presented to the

Manager/Showroom

client. Checked inventory as well as delivery capabilities of requested dates.

Manager (Tui Lifestyle,

Main liaison between logistics, purchasing, sales, accounting, and warehouse

Miami, FL) April 2010-

departments.

July 2011:

Completely audited every file before delivery of merchandise to the customer.

Processed all reservation requests for deliveries.

Took responsibility for all service calls that were required and requested;

ensured proper customer satisfaction by calling the client after completion of

the service call.

Main support to President of Sales

In charge of all operations and sales for the Headquarters showroom.

Ensured all merchandise was on showroom floor for sale to the clients and

maintained appearance of the showroom.

Launched an Ambassador program that involved contacting every customer

upon completion of delivery to ensure that we delivered as promised.

Created a new position of File Master and created the training program for the

new position. The File Master audited every file upon completion of delivery to

ensure that all paperwork was complete and all commissions were properly

paid.

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Monica S. Molina 954-***-****

Facilitated training and testing to all new design consultants.

Authorized Dealers representative. Ensured that all Authorized Dealers had

proper material and furniture inventory to open properly. Laid out showrooms

for Authorized Dealers.

Completed dozens of design projects

Office Manager Trained all new tax professionals for the new upcoming tax season for entire

(H&R Block, Ft district by instructing skills for success classes.

Lauderdale, FL) Coached, trained and motivated tax professionals to build their book of

business.

September 2008- Prepared tax offices to ensure readiness for the upcoming tax season.

April 2010: Completed work schedules for over 30 tax professionals.

Maintained PNL through strategically creating work schedules and coming up

with creative marketing strategies to build awareness for offices.

Was hand selected by District Manager to complete Certified Master Instructor

Training.

In charge of all aspects for customer service for assigned offices.

Remained the number 1 performing office in a district 2 years in a row.

In charge of the application process for over 200 tax professionals by serving as

the D.E.A. (District Employment Assistant) for the 2010 tax season.

Guided clients through IRS audits.

Licensed tax professional with H&R Block since 1998.

Completed federal and state tax returns. Including but not limited to self

employment and foreign earned income.

In charge of interviewing all potential office leaders and training newly hired

office leaders

District Staffed Skilled Trades Professionals such as: Electricians, Carpenters, Painters,

Manager/Account and Plumbers.

Manager (Elite Increased weekly billing from $30,000 to $85,000 in as little as six months

Administrative Increased placements from 25 to over 100 placements

Solutions, Ft Received Sales Excellence Award.

Lauderdale, FL) Maintained existing vendor relationships as well as create new ones.

January 2003-June Processed all Workman’s Compensations claims that occurred in the district.

2008: Built very first district for the company by growing one office into 2 offices.

Opened new location in Miami and selected staff for the office.

Processed payroll for staff of over 100.

Created newspaper ads and coming up with strategies to recruit more

candidates for open positions.

In charge of A/P and A/R for office

High end grandfather clock and furniture retail store.

Oversaw all operations for over 9 store locations.

In charge of all aspects of customer service and deliveries of furniture for all

locations.

Sales

Opened new store location in Belgium, Germany and laid out new location

Manager/Showroom

with merchandise. Also hired and trained all new personnel for location.

Manager (Dold Exquisit,

Hired and trained all new personnel for all store locations. Created training

Vogelweh, GE) January

1999-December 2002: programs for new sales people.

Processed payroll and commissions for over 30 associates.

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Monica S. Molina 954-***-****

Created delivery schedules for customers for all locations and confirmed

delivery time and dates with customers for all locations.

Ensured customer satisfaction by following up with customers after delivery.

In charge of maintaining showroom as well as ordering merchandise from

headquarters to ensure we had all merchandise on floor to sell.

In charge of all A/P and A/R

Technology MS Office (Word/Excel/PowerPoint/Access), QuickBooks, Outlook, Typing

(80 wpm) People Soft, Windows (all), Adobe Acrobat, Salesforce, ACT, JIRA,

Quickbase

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