Customer Service Sales
Resume:
Roberta Cook
* ****** ******, *********, ** *****
908-***-**** (Home) 908-***-**** (Cell)
*******@*******.***
Core Competencies
Management, Training and Customer Service Professional with 20 years of significant experience in
developing business opportunities, servicing needs and building relations with customers. Excellent
organizational and analytical skills. Extensive experience directing operations and personnel.
An innovative, effective communicator, facilitator, and leader with a strong customer service orientation
and the capacity to utilize and integrate diverse resources in achieving business objectives and resolving
problem issues.
Comprehensive understanding of the client – business provider relationship.
I am an accomplishment oriented; profit sensitive team player, able to cross many disciplines to achieve
desired results
. Customer Service and Business Development
Notable experience in executing and guiding efforts to service customer needs and create business
opportunities through development of productive customer relationships.
o Conducted detailed analyses of existing market landscape and competitive influences,
assessing customer requirements, economic conditions, business trends, company profile,
and other factors impacting company status and responsiveness to customer needs.
o Created a proactive customer service culture, promoting goodwill and excellence contributing
to competitive advantage and revenue growth.
o Redefined customer service “mission” and reorganized operations to facilitate its
implementation, with resultant reductions in staffing and training requirements and elevation
of customer service levels.
o Established and cultivated productive customer relationships, soliciting and securing new
accounts in field-level capacities and rehabilitating damaged relations with major corporate
clients including Merrill Lynch, Bristol Myers Squibb and Time Warner.
o Conducted effective presentations highlighting advantages of products/services offered,
applying a consultative approach and strong negotiating skills in consummating sales.
o Resolved problems with customers and improved cash flow, instituting an in-house
collections department generating an 80% reduction in aged accounts receivable within four
months of it inception.
Management
Significant background in directing and coordinating operations, establishing a consistent record of
achievement in improving efficiency, productivity, and profitability of operations.
o Analyzed and organized operations, planning and directing major departmental restructuring
efforts and instituting policies, procedures, and practices impacting aspects of operations
including business development, customer service, human resources, and information
management.
o Ensured operational compliance with established performance, quality, and related standards,
authored corporate “Quality Statement” outlining strategic objectives.
Roberta Cook, Business Professional_____________________________________________Pg. 2
908-***-**** (Home) 908-***-****(Cell)
*******@*******.***
Management, continued
o Monitored and managed inventories of office equipment and supplies.
o Administered department operating and expense budgets, consistently achieving savings in
payroll expenses through various management initiatives.
o Developed and/or conducted training, staff development, and employee relations programs,
including a corporate customer service training program.
o Responsible for all general HR duties company wide.
o Delegated responsibilities and supervised staff of up to sixteen personnel.
Training
Significant experience in supporting the efforts of customer accounts through activation of
comprehensive training programs focusing on sales, marketing and technical aspects of field level
sales.
o Maintained accountability for highly competitive territory spanning New York, New Jersey, and
eastern Pennsylvania, was selected on numerous occasions to travel to instruct sales
associates in retail locations nationwide as well as Canada.
o Implemented training curriculum, including role play, skills practice exercises, and PowerPoint
presentations, strategic in capturing and expanding market share through sales of
customized printing services. Educated associates in the following techniques:
Evaluating customer needs, conveying confidence in the quality of products.
Presenting product options best suited to individual customer needs and
wants.
Increasing sales volume by educating customer to upgrade orders.
Closing sales transactions. (POS)
o Increased employee retention and longevity through mentoring, training and implementing an
“Open Door” policy enabling associates easy access via in person, phone and email contact
whenever needed.
o Contributed directly in developing computer software programs, working closely with IT and
marketing, for in-store training and associate certifications.
o Significant input, working with marketing in developing print media catalogs; assuring that
they were user friendly and employed the aesthetics true to corporate identity .
o Authored training and motivational seminars which were easily implemented and afforded
easy and continuous follow through: Example “A-OK” “Attitude, Ownership, Knowledge”
which highlighted three essentials for customer service excellence.
Corporate Experience
All-State Legal International
Senior Project Manager 2007-2009
Printing and corporate fulfilment (BC, Letterhead, etc.)
Staples
Copy & Print Center Manager 2005-2007
Retail printing and office fulfilment(BC, Letterhead, etc.)
Roberta Cook,Business Professional__________________________________________Pg . 3
908-***-**** (Home) 908-***-****(Cell)
*******@*******.***
Corporate Experience, continued
Taylor Corporation-Integrated Resource Group
Regional Field Support Specialist 2000-2005
Providing support to retail sellers of custom printed materials
to include but not limited to business cards, letterheads
and other retail customer needs. (Staples and Office Depot
being the largest of retailers supported.)
Training division for Taylor Corporation, entity eliminated
in March of 2005.
Taylor Corporation-Corporate Graphics International
Customer Service/Office Manager 1991-2000
Corporate printing for Fortune 1000 companies (BC, Letterhead, etc.)
Corporate and Professional Training
New Jersey Insurance Producer License-Accident, Health/Sickness and Life Insurance
Certified Home Stager: ASP and IAHSP #26815
Taylor Corporation
“Train the Trainer” Bi-yearly one week immersion courses
Yearly Sales Training, Customer Service, Office Management, ISO
Lucent Technologies
Customer Service Management Training Seminars
New Horizons Computer Training School
Excel 2007
Project Management/Microsoft Office Project 2007
American Management Association
Seminar-Accounts Receivable
Legalities of Collections
Contact this candidate