Customer Service Sales

Margueritta Alexander

**** ******** ***** ? Flossmoor, IL 60422 ? 708-***-****

?*************@*****.***

CAREER SUMMARY

Accomplished and Innovative Team Leader & Training Specialist with over 15

years' success in improving customer satisfaction/service standards while

driving staff performance and revenue results through procedures

development, high impact training and problem solving solutions across

multiple business units. Excellent leadership/mentor, coaching and

interpersonal, skills with a reputation for analytical dexterity. Ability

to adapt quickly to new technologies, processes and procedures.

CORE COMPETENCIES

( Customer Satisfaction ( Process Improvements (

Business Analysis

( Team Building & Training ( Coaching & Monitoring (

Compliance/Quality Assurance

( Problem Resolution ( Project Leadership/Execution (

Change Management

PROFESSIONAL EXPERIENCE

Nye partners inc, chicago, il

Performance Development Consultant

2010 - 2012

Design and update training classes, responding to operational changes and

needs. Conduct group and individual instruction to frontline and management

staff, on customer service, and sales techniques.

. Established consistent call monitoring and coaching principles with front

line staff that increased the overall customer satisfaction scores by 25%

and improved employee performance.

. Gathered and evaluated data through a survey, a focus group and

interviews with senior management to conduct a needs assessment to

advance the strategic goals of the client's business unit. Compiled

results and presented recommendations that were accepted by upper

management.

. Monitor staff performance and conduct process audits to measure and track

levels of service quality/timelines.

Bank of america corp, chicago, il

Formally LaSalle Bank, ABNAMRO 2002 - 2009

Continually progressed through series of increasingly responsible roles in

recognition for exceeding expectations in staff training support,

operational improvements, customer satisfaction and sales.

Performance Development Officer 2005 - 2009

Responsible for planning for long-term success of organization with focus

on cost savings and customer satisfaction through ongoing development of

training curriculum and corresponding procedure manuals, managing project

milestones and facilitating instruction for general/management staff.

. Strategically assess and define training needs and opportunities by

gathering and evaluating qualitative/quantitative data via variety of

business consulting techniques, i.e. interviews and surveys.

. Manage staff relationships to ensure that training initiatives and

curriculum support business objectives.

Selected Achievements:

. Provided coaching/training to sales personnel that enabled team to meet

and exceed 90-95% customer satisfaction goals while maintaining client

base during company buy out phase.

. Realized $2500.00 in savings annually by developing ongoing leadership

training curriculum that replaced outsourced services and generated

constant 90% participation rate and moral improvement since inception.

. Incorporated new Exceptional Customer Experience coaching/monitoring

strategy for front line staff that improved customer satisfaction scores

from 89% to 92.7% in just six months, exceeding company expectations.

. Partnered with Wealth Management to lead LaSalle Preferred Services

Project; designed and delivered training curriculum that resulted in over

4,200 customer contacts, 425 qualified leads and 10% referrals.

. Implemented institution's first Call Center Mortgage Sales Team and

helped lead group to complete over 434 applications and book 290 loans,

which translated into $70MM in one year revenue.

. Created and instituted customer satisfaction training program that led to

100% successful transition of one million customers from ABN AMRO

Mortgage Group to Citi Mortgage.

Page 1 of 2

Margueritta Alexander

3215 Chestnut Drive ? Flossmoor, IL 60422 ? 708-***-**** ?

*************@*****.***

Quantity Analyst Officer II 2002 - 2003 / Quantity Analyst III 2003 -

2005

Provide training support, monitoring and coaching for new hires and

incumbents on quality, service, sales, products and procedures. Consulted

with Sales and Banker Mangers to identify performance gaps and provided

customized training solutions that improved individual/team performance and

helped increase overall deposit and equity goals.

BANK ONE CORPORATION, Chicago, IL 1995 - 2002

Repeatedly promoted in recognition for diligent program contributions and

achieving aggressive sales goals while elevating staff performance and

loyalty in all associated branches.

Senior Training Specialist

1999 - 2002

Oversaw month-long banker training programs, including attendance,

conduct/disciplinary actions, progress assessments and determination of

special training needs.

Selected Achievements:

. Co-developed training curriculum and related manuals and conducted

instruction to new hires while heavily involved with management in

discussing and implementing process/performance improvements.

. Realized 98% success rate in employee program completion and progression

through four title levels.

Business Team Leader 1995 - 1999

Managed 15 multi-skilled employees accountable for acquiring, developing,

and maintaining portfolio of targeted consumers and businesses while

supporting department through individualized coaching of 60 bankers on

operating systems, compliance procedures, customer service techniques and

business product selling.

Selected Achievements:

. Collaborated internally to facilitate timely execution of client

transactions and consistently met statistical call volume requirements

while reducing queue holdings to zero and advancing departmental

efficiencies.

. Negotiated and secured multiple zero balance/payroll accounts and equity

lines of credit, resulting in new business relationships and increased

revenue.

. Handled escalated call situations, maintained head count, expedited

customer service and directed staff operations in absence of senior

management.

. Formulated and enforced Service Center policies, procedures and quality

assurance measures.

TRAINING & EDUCATION:

Licensed Real Estate Managing Broker-2012, Realtor University, Chicago IL

PMP & ASQ Quality Training Courses, Management Institute of Technology,

Chicago, IL

LaSalle Bank Supervisor Curriculum Training Courses, ABN AMRO LaSalle Bank,

Chicago, IL

Page 2 of 2

Contact this candidate