Customer Service Sales

Connie. B. Sharpless

804-***-**** (h)

804-***-**** (c)

Summary of qualifications:

. Website management, website updates, website inventory, website

creations, editing and publishing.

. Managing the memorial processing center.

. Updating the company database by tracking donations from donors and

companies.

. Managing projects and budgets for a non profit organization exceeding 2

million dollars, impacting the company's revenue.

. Ability to work under extremely tight deadlines

. Ability to pay close attention to detail

. Strong organizational skills

. Plans, organizes schedules and budgets in an efficient, productive

manner.

. Focuses on key priorities.

. Effectively juggles multiple projects.

. Communicates effectively one to one and in small groups and in public

speaking contexts.

. Meets internal and external customer needs in ways that provide

satisfaction and excellent results for the customer and establishes

partner relationships with customers.

. A high energy self motivated, self-starter with 20+ years experience

developing and establishing an efficient, highly productive workforce.

. Experience in analyzing employment benefit plan documents, 401(k) Plans,

Profit Sharing and Money Purchase Pension Plans.

. Expertise in supervising, training, motivation and coaching team members

in a call center environment. Training customer service representatives

on manual underwriting skills and techniques.

. Effectively providing administrative support to insurance agents,

insureds, lienholders, car dealerships, the Department of Motor Vehicles

and the Department of Insurance in various states.

. Monitored ACD groups and facilitated in role playing to improve team

members comfort level on the phone.

. Coordinated a successful method of evaluating team members to improve

team management.

. Demonstrated abilities in sales support services that included

establishment of a client base, extensive customer service,

telemarketing, sales territory development and cold calling agents.

. Experience in filing taxes for retirement plans.

Education:

BA, North Carolina A&T State University, Political Science

JS Reynolds Community College

Sales skills training

Workshops in Leadership:

Service From The Heart Training- 100 % Customer Service Satisfaction

The Service of Leadership

Providing excellent customer service

Workshops in phone skills:

Building telephone demeanor and telemarketing.

Employment History:

American Heart Association- Mid Atlantic Affiliate

February 2000 - March 31, 2010

Director of Customer Strategies

. Prepares budgets and setting goals for the Direct Mail Campaign and

Residential Campaign. Responsible for Residential and Direct Mail

budgets in excess of 2 million dollars.

. Website creations and updates, review website changes of staff

. Currently responsible for $121,000.00 budget for the Mid Atlantic

Cultivation Plan, that creates the newsletters and post cards mailed

to donors.

. Processes all Affiliate's contracts and applications for federal,

state and local allocation of funds.

. Completing state solicitation licenses for 5 states.

. Responds to letters from donors and customer complaints.

. Organizes Cultural Health Events

. Assists staff with data entry to ensure the 24-48 turnaround in the

Memorial Processing Center.

. Submit bids for contracts with different agencies.

. Managing 18 customer service representatives

First Data Investors, Richmond, Virginia

Benefit Analyst/Recordkeeper

August 1997 - February 2000

Review plan documents and adoption agreements for various Profit Sharing

Plans, Money Purchase Plans and 401(k) Plans.

Reconcile accounts for First Union, Wells Fargo, United National Bank and

other trustees. Process tax form 5500 C/R and extensions. Allocate funds

and distributions appropriately. Process allocations according to ERISA

guidelines; verify vesting and vesting service years.

Determine forfeitures and if forfeitures should be reallocated to remaining

participants, review and process participant investment transfers.

Verify earnings and contributions for accuracy, process rollovers and

hardship withdrawals. Respond to clients orally and in writing,

communicate daily with Trust officers. Review client salaries, hours of

employment, date of hire, date of plan participation and date of

termination.

. Complete the required compliance testing, 415 testing, coverage testing,

Average Deferral Percentage Test and Average Contribution Percentage

Test.

Progressive Companies, Richmond, Virginia January 1986

-March 1997

Team Leader/Underwriter

. Assisted team members on how to probe the caller and reverse heated

hostile calls.

. Coached team members on providing quality phone service to customers.

. Reviewed phone statistics daily.

. Audited phone calls to ensure quality service and accuracy of

information.

. Monitored ACD groups to decrease the amount of calls holding.

Reviewed and analyzed all personal lines of business to determine

acceptability or decline according to company guidelines.

Kept abreast of changing policies, rates and procedures, explaining

coverages and rules to insurance agents and others.

Assisted in interviewing customer service representatives for future

hiring. Trained in unit staff on manual processing. Assisted in

evaluating employee performances.

Processed policy changes, 20 to 30 renewals, 40 to 50 quotes and 5 to 10

applications daily. Consulted manuals to determine rate classifications

and assigned rates to pending applications. Answered 80-100 customer

service calls daily concerning organizational guidelines and services.

Territory Manager (Telemarketing)

January 1984-December 1985

Coordinated telemarketing efforts in West Virginia, Kentucky and Tennessee.

Developed new accounts and assisted existing agents, to maintain and

create a customer base.

Recruited and appointed insurance agents to represent Progressive based

upon their ability to meet company guidelines. Reviewed license

requirements every two years.

Cold calling agents with comparative rates to improve sales volumes.

References upon request:

Contact this candidate