Customer Service Sales

Vanessa Mills

**** ********** ****

Alcoa, TN *7701

H: 865-***-****

M: 252-***-****

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

Summary

Goal-driven Customer service manager seeking a position in Customer Service where my extensive

experience will be further developed and utilized.

Core Qualifications

• Excellent written and verbal communication skills, with an eye for detail.

• 20 years of customer service including call center experience.

• Extremely productive in a high volume, high stress, environment.

• Proficient in the use of Customer Service Management skills.

• Highly productive in the use of Office 2000 Professional.

• Self starter with a can do attitude.

• Strong multi-tasking skills.

Professional Experience

September 2012 to November 2012 Clayton Homes Maryville, TN

Account Representative

I was responsible for phone collections from an assigned group of accounts with a goal of decreasing

monthly delinquency. Responsible for establishing contact with the customer through letters, phone calls,

chases and legal notices and determining resolution on the account. Takes inbound calls in a prompt and

friendly manner. Performs heavy phone collections daily. Contacts customers concerning their pay

dates/amounts and acceptable payment arrangements. Balances workload between phone calls, chases and

notices in a timely manner. Completes skip tracing on no contact accounts. Sends out delinquent notices

on accounts where acceptable arrangements have not been made. Gains debt to income information from

customers to set up payment plans. Provides accurate documentation pertaining to each account. Meets

Over 30, Under 30, and Repossession goals provided each month by Manager. Works according to legal

regulations in every aspect of the position. Completes steps required before determining how to proceed

with possible legal accounts.

August 2004 to September 2012 Halifax County Schools Halifax, NC

Teacher

Combined discipline plan with effective measures and various lesson plans to increase concentration,

participation, and progress student accountability. Consistently received positive teacher evaluations from

students. Successfully improved student participation in the classroom through integration of creative

role-playing exercises. Developed interesting course plans to meet academic, intellectual and social needs

of students. Modified the general education curriculum for special-needs students based upon a variety of

instructional techniques and technologies.

July 2006 to March 2008 Sarah's Place LLC Weldon, NC

Associate Professional

Conducted individual therapy with adolescent and parent and family sessions to teach needed skills, and

develop positive alternatives to drug use and other problem behaviors. Conferred with clients to develop

plans for post-treatment activities. Consulted with parents, teachers, and other school personnel to

determine causes of problems such as truancy and misbehavior, and to implement solutions. Conducted

intakes, assessments, and treatment service plans. Collected information about clients, using techniques

such as testing, interviewing, discussion, and observation.

April 2004 to May 2005 Cato Fashions Roanoke Rapids, NC

Co Manager

Managed a team of 8 professionals. Spearheaded cross-functional initiative to achieve increased sales and

decreased shrinkage. Trained, coached, and mentored staff to ensure smooth adoption of new program.

Greeted customers and ascertained customers' needs. Maintained knowledge of current promotions,

policies regarding payment and exchanges, and security practices. Maintained records related to sales.

Prepared sales slips and sales contracts. Recommended merchandise based on customer needs. Managed

accounting operations, accounting close, account reporting and reconciliations. Received, recorded, and

banked cash, checks, and vouchers as well as reconciled records of bank transactions. Maintained

up-to-date knowledge of store policies regarding payments, returns and exchanges. Conducted weekly

walk through with the General Manager to discuss all interior visual displays including store window

presentation. Organized store merchandise racks by size, style and color to promote visually appealing

environment. Logged daily shipped and received orders.

April 2003 to April 2004 Wal-Mart Roanoke Rapids, NC

Customer Service Manager

Answered questions regarding store and products, while maintaining knowledge of current sales and store

promotions. Maintained up-to-date knowledge of store policies regarding payments, returns and

exchanges. Assisted customers with store and product complaints. Guaranteed positive customer

experiences and resolved all customer complaints. Accurately balanced cash drawer after every shift.

Monitored cash drawers in multiple checkout stations to ensure adequate cash supply. Trained new

employees by providing knowledge of specific store tasks and policies. Investigated and resolved

customer inquiries and complaints in a timely and empathetic manner. Served as main liaison between

customers, management and sales team. Ensured superior customer experience by addressing customer

concerns, demonstrating empathy, and resolving problems on the spot.

June 1991 to November 2002 Diversified Investments Roanoke Rapids, NC

Manager

Implemented innovative programs to increase employee loyalty and reduce employee turnover rates.

Managed team of 15+ professionals. Planned and led several training sessions to promote sales team

professional development and sales goal reinforcement. Took daily inbound calls and key-entered orders,

faxes, back orders and credit memos for assigned accounts and clients. Advised managers on

organizational policy matters and recommended needed changes. Conducted new employee orientation to

foster positive attitude toward organizational objectives. Handled under-staffing, disputes, terminating

employees and administering disciplinary procedures. Identified staff vacancies and recruited,

interviewed and selected applicants. Served as a link between management and employees by handling

questions, interpreting and administering contracts and helping resolve work-related problems.

September 2000 to October 2002 Sprint Tarboro, NC

Small Business Sales Consultant

Participated in various incentive programs and contests designed to support achievement of production

goals. Took daily inbound calls and key-entered orders, faxes, back-orders and credit memos for assigned

accounts and clients. Consistently met and exceeded department expectations for productivity and

accuracy levels. Provided customer service for an average of 60 calls per day, answering customer

inquiries, solving problems, and providing new product information. Answered questions regarding store

and products, while maintaining knowledge of current sales and store promotions.

July 1989 to August 1991 United States Army Fort Hood, Texas

Dental Assistant

Produced high-quality images for referring dentists. Managed care for post-operative patients through

discharge. Liaised between patients and dentist to ensure patient comprehension of treatment plans.

Documented patient information obtained from interviews. Assessed patients and documented patient

histories. Maintained patient privacy and confidential patient information.

Education and Training

2012 Cambridge College Cambridge, MA

Master Of Science Management

2004 North Carolina Wesleyan College Rocky Mount, NC

Bachelor of Science Information System

Certifications

CPR Certified

Certification in Business Education, 6-12 grades, NC

Affiliations

North Carolina Association of Educators (2004-Present)

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