Customer Service Sales

Career Highlights

Key Account Relationship Management / Project Leadership / Troubleshooting

/ Sales

Facilitation of Technology Process Improvements / Staff Training / Quality

Control

Dynamic & Highly Motivated Professional with a history of forging a climate

of trust among accounts and co-workers, streamlining processes for greater

efficiency, and managing multiple responsibilities with a high level of

speed and accuracy. Possess excellent oral and written communication

skills. Highly computer literate; proficient in Word, Excel, and Outlook;

able to learn new systems quickly and apply their capabilities. Willing to

consider an entry-level position for the right opportunity.

Relevant Experience

Senior Client Services Representative 2005 to 2010

Marquette Group - Peoria, IL

Began as part of a five-person team to manage U-Haul, a $22+ million

account and by far the company's largest. Stood out for providing

outstanding service and fostering a positive client relationship,

effectively progressing to sole management of the entire account

within just three years. Served as the liaison between U-Haul

representatives and Yellow Pages publishers nationwide and coordinated

adverting for 4,400+ directories.

Scope of responsibility was broad and included meeting multiple

deadlines daily, as well as extensive troubleshooting. Coordinated

last minute changes, negotiated with publishers to secure the latest

possible deadlines for various projects, and followed-up with client

representatives to ensure timeliness based on the re-negotiated

deadlines. Reviewed all artwork for accuracy and communicated with U-

Haul to make necessary corrections, balancing time constraints.

Maintained ongoing, detailed documentation on all projects.

. Selected to coach and mentor Marquette employees in the Career

Rotation Program.

. Provided technical training, troubleshooting, and user support to U-

Haul representatives for the order processing system, which

facilitated the electronic delivery of artwork for the account.

Managed formatting problems during the system implementation phase

and communicated extensively with the Marquette IT Department.

. Played a strategic role in the development, testing, rollout, and

user support for a new order processing system. Recognized for

"continually embracing technology changes in order to increase...

productivity and technical expertise."

. Hailed for fostering positive professional relationships with

publisher representatives that facilitated ongoing deadline re-

negotiations.

. Commended for taking personal responsibility for managing multiple

details and deadlines, seeing projects through to completion, and

automatically following up to ensure accuracy, serving as "a great

role model for... co-workers."

. Singled out for exceeding the needs of the customer service

relationship by "probing for clarity and personally handling the

client issues."

Customer Service & Sales Associate 2001 to 2005

Glass-Comp Inc.- Morton, IL

Communicated with both established and prospective accounts for this

electronic billing organization serving auto glass companies

nationwide. Conducted needs assessments, presented options, provided

quotes, sold services, and maintained accounts. Managed daily

operations for the business as needed in absence of management.

. Selected as the Associate-of-choice for several key accounts.

. Consistently received positive reviews; commended for outstanding

accuracy, attention to detail, and customer rapport.

Prior: Progressed through positions in customer service and the sale

of financial products. For CEFCU, four time winner of the Member

Assistant Award. Details are available on request.

Education

BS in Public Relations, Minor in English 1996

Illinois State University - Normal, IL[pic]

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