Customer Service Sales

CHERISE STICKLE

**** ********** ** 951-***-**** Riverside, CA 92504 *************@*****.***

AWARD WINNING CUSTOMER SERVICE EXPERT Polished, Professional Customer Service Expert Offering Over 15 Years Of Experience Call Center, Office And Retail Environment

> Customer service; customer retention; sales; up selling; problem solving; training; leadership/management ; problem resolution; plan creation and implementation; high achievement; creating and surpassing goals

Career History

WELLS FARGO HOME MORTGAGE

Customer Service Representative III (January-2010 - August-2011)

Responsibilities & Highlights:

> Assist customers with mortgage and escrow needs; take customer payments; consult on refinancing, answering mortgage questions on escrow, taxes, insurance, and enhanced ownership options; investigate and and resolve tax issues acting as liason between Wells Fargo, the customer and their county tax assessor; assessor; resolve escalated and difficult customer issues; achieved a proven success rate in cross-selling to cross-selling to mortgage customers, consistently attaining and offer and referral rate exceeding company company standards. Participant in special projects; contact customers for foreclosure and modification workshops; create team action plans focusing on measuring service representative improvement and implemented to increase efficiency and revenue; Awarded the Annual Wells Fargo Service Excellence Award in December of 2010 with less than 1 year of service; in February 2011 the national Wells Fargo online newspaper did a spotlight article on my performance and achievements; my high sales and service results significantly exceeded company standards to the point where management pitted me in contests against entire teams of 15-20 people; I recognized company and customer needs and and took the initiative initiative to send them through the proper channels with a solution and the company implemented these changes directly affecting customer service and increasing revenue, due to my initiative and following through until the idea was implemented and the measurable value it gave both the customer and the company, wells Fargo created a new recognition event and award motivating service reps to follow my example and recognize customer needs and send suggestions - this award and policy created as a result of of my initiative is still in process today.

AT&T/SBC/PACIFIC BELL

Sales And Service Representative (March-1997 - June-2008)

Responsibilities & Highlights:

> Call center environment; assist customers with residential local and long distance telephone service,

CHERISE STICKLE Page 2 Continued...

wireless/cellular phone, satellite television, high speed Internet and u-verse fiber optic service. Expert in in customer service, sales, complaint resolution and business retention; Acting floor supervisor for customers and coworkers; Substitute for vacationing and out of the office supervisors; Create training curriculum; effectively train co-workers and managers on computer systems, company changes, quality compliance, office safety, sales and state regulations; assigned and successfully completed special projects with intense deadlines including project, efficiency and sales spreadsheets;create, propose and meet budgets; budgets; create, plan and implement inter and intra office contests successfully enhancing sales; act as office office "in charge" tracking call center efficiencies, attendance and performance. Head chairperson for all office fundraising committees including March of Dimes, United Way and Pioneers Club Campaigns office goals 100% of the time; Plan and participate in promotional kickoffs and office events; Winner of multiple sales and service awards including repeat winner of the Annual State President’s Club for highest sales in the state if California. Made considerate contributions to the company including creating the model contact script that is still being used and taking the initiative to recognize company needs and create solutions to these issues,, write proposals, meet with managers and company executives to present the report and having the proposed solutions implemented in policy changes that continue to increase revenue productivity to the current day.

HOWARD, MOSS, LOVEDER, STRICKROTH AND WALKER

Time And Billing Clerk (November-1995 - August-1996)

Responsibilities & Highlights:

> Time and data entry for legal billing for 9 lawyers; accounts payable and receivable; balancing check registry; filing; speaking to clients regarding payments and assisting the office clerk when needed.

THE WELDON L BROWN COMPANY, INC.

Accounts Payable (March-1995 - October-1995)

Responsibilities & Highlights:

> Responsible for more than 60 bank accounts for homeowners associations and property management company; escrow transfers; vender procurement and interaction; tenant repair negotiation, scheduling and scheduling and dispatching; tenant screening; written correspondence and other secretarial work for company owner; assisting property managers; mail room responsibilities including sorting, sending and and delivering all incoming and outgoing mail

THE COPYRIGHT PRINT SHOPPE

Customer Service/Office Clerk/Printer’s Assistant (December-1991 - March-1995)

Responsibilities & Highlights:

> Bookkeeping; accounts payable and receivable; purchasing; typesetting/graphics; preprint preparations; editing; copy and advertising design; printer support; bindery; customer service; sales

SPORTASTIKS, INC.

Assistant Manager Marketing And Sales; Coach (February-1989 - November-1991)

Responsibilities & Highlights:

> Coach lower level gymnastics. Telemarketer and closing sales. Event coordinating. Training other employees both in coaching and in sales process. Customer/corporate relations. Accounts payable and receivable

CHERISE STICKLE Continued...

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Education

52 Credits Toward BA In Business Management And Marketing

Present, University Of Phoenix

Completed coursework includes but is not limited to Human Resources, International Business, Management, Management, Union/Employee Relations, Payroll, State Labor Law

Additional Training and Courses

Life and Health Insurance Classes; State Ethics Class; attained professional license from the State Of California in Accident and Health and Life Insurance - license number OG46709 - expired in 2011 do to nonuse but can be reattained

Additional Information and References on Request

Contact this candidate