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Sales Customer Service

Plano, Texas, 75023, United States
March 31, 2011

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Plano, Texas ( 972-***-****


Professional with experience in a variety of disciplines and business

settings, relating to training/development, sales, internet/e-commerce, and

call center operations. Strategically manage and direct career growth in

order to reach departmental results supporting organizational goals and

objectives. Design and develop corporate resources needed to achieve

desired results.

Core Competencies Include:

. Excellent client relations, communications and presentation skills.

. Highly recognized for team leadership and employee development.

. Policy and Procedure Development

. Quality Evaluations

. Develop Sales Initiatives

. High Impact Training Modules

. Key Client and Associate Retention

. Corp. Sales integration

. Performing Needs Analysis

. Mentoring and Coaching

. Team Building


MANAGER OF NEW INITIATIVES, 8/2006 - Present, Dallas, TX

. Responsible for supporting the Senior VP of Global Sales and


. Develop measures that focus on understanding the needs of the relevant

customer group and creating product development and sales strategies to

meet those needs.

. Manage the complete process of bringing a new product or service to

market. Set pricing and participate in making local pricing decisions as

driven by market competition and high volume considerations.

. Work with vendors, marketing, and other teams to prioritize, plan,

develop, and communicate new services to the Management sales

and support teams.

. Oversee the operational delivery of the product including platform

capacity planning and management.

. Lead multiple functional group meetings with Sales, Marketing,

Legal/Compliance, Product, and executives to influence, develop, and

implement product initiatives, and develop strategies or address complex

problems or business opportunities that would impact financial


. Develop business plans including tactical plans for marketing,

operations, sales & promotions, product enhancements and development,


TRAINING SUPERVISOR, 6/2003 - 8/2006

PFSweb, Plano, TX

. Manage the training department for two U.S. call centers.

. Facilitate courses for over 30 separate accounts and 12 computer


. Develop training programs for new client implementations.

. Developed a Sales Program and Training initiatives for our onsite and

offsite sales team

. Worked closely with the senior executives over the PFSweb and

during the company merger to integrate Sales functions with PFSweb


. Monitor and document associate performance to ensure quality and promote

world-class customer service standards.

. Create company wide communications that include performance reports,

training updates, regulation updates and business partner requests.


Capital One Auto Finance, Plano, TX

. Facilitate new hire training to associates working as Financial Solutions

Advisors, on all aspects of their position. Includes but not limited to,

computer training, policy and procedure training, and hands on training.

. Facilitate Sales training for all new hire sales. Created on-going sales

training program to keep the sales team abreast to all changes and held

continuing education courses.

. Manage associates in each class for the three-week training program.

Each class consists of 15 to 40 new associates.

. Work closely with other departments and conduct needs analysis to

determine where there are business needs and how they relate to training.

. Create Training Modules, Leaders guides, Job Aids and Program Layouts

using the Adult Theories of Learning.

. Design, implement, and facilitate extended training courses. Subject

matter ranges from new business practices, updated material, and

efficiency in the work place.


Capital One Auto Finance, Plano, TX

. Extensive customer service handling delicate service issues with

delinquent accounts.

. Work closely with several departments to prevent losses and ultimately

cure accounts.

. Provide support to my group with problem solving related to customer



1998 - 1999

University Of North Texas

Denton, Texas

Major: Business Administration

1996 - 1998

North Central Texas College

Denton Texas

Major: Business Administration

1994 - 1996

Dallas, Texas

Richland College

Major: Business Administration

1990 - 1994

North Garland High School

Honors - Member of the National Honor Society

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