Manager Sales
Resume:
CALBERT R. RANGE
************@*****.***
SUMMARY OF QUALIFICATIONS:
Experienced people manager with a laser focus on customer service; comfortable working in a
fast paced environment with rapidly changing priorities. I have demonstrated the ability to
multi-task and I am able to leverage my strong personal communication skills when handling
escalated customer issues with both sensitivity and efficiency
.
Work Experience:
Sales Manager
College Hunks Hauling Junk and Moving (CHHJ) 06/13 – Present
• Managed day-to-day staffing requirements of sales center
• Planned and assigned work, establishing performance and development goals for team
members. Mentored, coached, and provided ongoing feedback to help manage conflict
and improve team member performance.
• Set individual goals for each team member’s performance
• Assisted in the implementation and documentation of corrective action when needed
.
P&C Sales (20-44)
Progressive Casualty Centre, AL 10/11 – 01/13
• Analyzed customer sensitive information to determine degree of risk; using multiple
factors such as applicant value and condition of property.
• Directly contributed to sales, becoming expert in dealing with customer objections and
leveraging cross-selling opportunities
• Organized and managed correspondence needs, using Outlook to coordinate calendars,
the sending of emails, letters and assorted advertising materials
Sales Support Manager
Verizon (Valtech) Tampa, Fl. 01/08-10/11
• End to end accountability for a diverse workforce of 75 individuals that included
traditional call center agents, retail representatives and virtual agents
• Implemented ‘best in class’ best sales practices and procedures for a sales support
(retention) department while maintaining high levels of customer satisfaction.
• Oversaw the interview / hiring process as well as the ongoing management of agents,
including call monitoring, coaching, setting expectations, analyzing and managing
performance. Ability to exercise judgment and discretion within established policies and
procedures.
• Managed the Corporate Executive Complaints process for the East / West Region (17
states). These were complaints directed to the CEO of Verizon Communication / Verizon
Wireless. That required researching the complaint itself as well as creating the
appropriate response either through a Media Relations Manager or via email, fax or
phone.
• Developed Root Cause Analysis on complaints, providing insight into the reasons for a
service breakdown, where the breakdown took place and why it became necessary for the
customer to escalate to the executive level. I was trusted in this job to exercise judgment
and discretion within the established policies.
Front Office Manager
Donaldson Hotels Tampa, FL 10/05 – 12/07
• Hired, trained and provided ongoing management of back office departments
• Conducted monthly department meetings to review policies and solicit feedback from
employees
• Handled and provided resolution to guest complaints and employee issues
• Prepared and analyze data, figures and transcriptions prepared on and generated by
computer.
Fraud Analyst
First Premier Bank Secaucus, NJ 6/03-10/05
• Responsible for reducing fraud losses on fraud cases by processing charge backs and
identifying save opportunities
• Investigated questionable/ unauthorized activity on consumer credit card accounts.
• Worked with peers and leadership by communicating fraud trends and sharing ideas and
information
• Used investigative techniques, probing and fact finding questions when interviewing
customers and merchants and also interacted directly with fraud suspects to arrange for
restitution when the suspect had been identified.
Operations Manager
Marriott International Brandon, FL 8/98 - 06/03
• Conducted performance evaluations maintain proper employer/employee relations
staying abreast of local activities & business trends
• Lead, directed and communicated with assigned staff to keep them informed and
motivated.
• Protected the hotel and its assets through enforcing and maintaining a preventative
maintenance program.
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