Customer Service Sales
Resume:
Cynthia A. Dymond
Chicago, Illinois 60625
***********@*****.***
OBJECTIVE:
To secure a position within an organization that offers stability and
growth allowing me to make a significant contribution using my skills and
experience.
KEY STRENGTHS:
. Leadership - lead teams to excel through working collaboratively and
building strong relationships.
. Strong, independent, decision making skills.
. Relationship Management - work with customers in a professional,
tactful, and results-oriented manner.
. Change Effectiveness - continually stay abreast of trends to upgrade
and improve product delivery through flexibility and ability to
quickly adapt to change.
. Performance Management - effectively hire, mentor, and reprimand
employees to meet expectations resulting in high performance, customer
oriented teams. Use goal setting and reviews in addition to
monitoring and measurement tools to upgrade skills and product and
industry knowledge which provides consistent service.
. Analytical and Organizational skills.
PROFESSIONAL EXPERIENCE:
Jupiter Coffee Inc. 2006 - 2013
Owner
. Built business from ground up starting with offering of coffees and
cold drinks, progressing to full kitchen with a menu of soups, salads,
and sandwiches for lunch and breakfast sandwiches and burritos for
breakfast.
. Devised and developed programs to generate sales and clients' loyalty.
. Recruit and train employees for both front-of-house and back-of-house.
. Trained staff on quality of customer service, proper portioning,
cashier skills, and sanitation.
. In six years, built a stable and profitable business.
BCD Meetings and Incentives (formerly WorldTravel/BTI) 2003 - 2006
Director, Attendee Services Group
. Reporting to the Executive Vice President, responsible for managing
all aspects of account management, air purchasing, and multi-
functional call center operations.
. Developed and managed $40 million budget based on detailed forecasts
effectively meeting and exceeding budget through cost savings of
$175,000.
. Key decision maker in establishing financial and performance goals for
the department as well as providing ongoing strategic direction and
planning.
. Provide managerial support to the sales team members including
involvement in the business development and sales process
presentations for new business.
. Develop business relationships with client executives to ensure
continued contact and customer satisfaction.
. Accountable for client pricing, vendor negotiations, semi-annual and
annual client reviews, and adjustment of client pricing and service
configuration when appropriate.
. Research and recommend technology solutions to drive efficiencies,
support improved customer service, and drive revenue.
. Partner with the executive team to drive cultural and organizational
initiatives to build, improve, communicate and affect the highest
possible level of customer service.
. Make decisions that are in line with the budget, and make changes to
improve productivity, operational efficiencies, and financial
performance.
McCord Travel Management/WorldTravel BTI 2000 - 2003
National Account and Operations Manager
. Develop and manage budget, business plan, profit and loss, accounts
receivable, and quarterly revenue share reconciliation for $35m
account.
. Participated in client's strategic sourcing efforts, focusing on
vendor negotiations and travel policy improvements and adherence.
. Develop and present detailed monthly and quarterly performance reports
including trending and recommendations for improvements.
. Facilitate & support development and implementation of strategic
planning for key initiatives in cost reduction and increased
productivity.
. Co-produce and present education seminars reviewing and training
client's employees on company travel policy.
. Analysis and presentation of cost saving strategies resulting in
travel program cost savings up to $1m.
. Develop and nurture relationships with key client contacts at 9 office
locations across U.S.
. Hire, manage and mentor team of 15 employees at 8 onsite locations
across the U.S.
. Promote teamwork and facilitate intervention required to deliver plan
through incentives and training. Resulted in increased productivity
and decreased transaction costs for an overall program savings of up
to $200,000.
WorldTravel Partners 1998 - 2000
National Account and Operations Manager
. Responsible for account base representing $40m in reported sales.
. Responsible for managing budget, accounts receivable, business plan,
and quarterly revenue share reconciliation.
. Develop and nurture relationships with key client contacts at 5 office
locations across U.S.
. Analysis and presentation of annual revenue and expenses.
. Develop and present customer education seminars to client new hires
and administrative assistants as needed.
. Hire, manage and mentor team of 35 employees at 5 onsite locations
across the U.S.
. Manage strategic planning including vendor negotiations.
Maritz Travel Corporation 1994 - 1998
Operations Manager
. Developed and implemented Group/Meeting Air position for $40m account
. Implement and manage call center for $70m+ account
. Responsible for hiring, customer satisfaction, and quality control for
a $70m account
. Hire, manage and mentor a team of 20 employees with responsibility for
daily operations of a $15m account
. Develop staffing plans, work schedules, and timelines for project
implementation
. Analysis of operations for substantial control gains and efficient
utilization of resources
. Responsible for facilitating various task forces, system improvements,
and training strategies
Sabre Travel Information Network - AMR Corporation 1989 - 1994
Sabre Customer Services Software Help Desk
. Assisted subscribers with formats, coordinated special projects, and
assisted in training of new hires
Conference Coordinator, American Airlines Travel Academy
. Planning, coordination, and marketing of Travel Industry Executive
conferences supporting 50-100 attendees
. Sales and marketing of customized Computer Based Training software
. Scheduling and enrolling students in Professional Development Seminars
. Attend Sabre conferences to promote Computer Based Training and AATA
EDUCATION:
International Aviation and Travel Academy, Arlington, Texas 1985
Certificate in Travel and Tourism
Houston Community College, Houston, Texas 1977 - 1979
A.A.S. in Physical Therapy
CONTINUING EDUCATION:
Effective Writing for Executives seminar
Sales Training workshop at American Airlines
Investment in Excellence seminar
Customer Assistance Relief Effort (CARE) training
Legal Side of Management
Work Life seminar - (ongoing management training)
Profit Focus training
Negotiation Training with Barry T. Wright
TECHNICAL SKILLS:
MS Office suite - proficient in Word, Outlook, building and managing
spreadsheets and workbooks in Excel, building and modifying Powerpoint
presentations.
Sabre - understand and proficient in how airline reservation tool interacts
with online booking tools and meeting registration databases.
Starcite - understand how Regweb meeting/event registration database tool
interacts with other tools as well as how it can be used to the highest
level of effectiveness.
Online Booking Tools - familiar with ResX, Starcite, and OnVantage booking
process and capabilities.
Trondent - familiar with web-based reporting tool to retrieve and format
reporting needs.
Aspect Telephone System - understand and proficient using and pulling
reports from database.
REFERENCES:
Upon request.
Contact this candidate