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Customer Service Sales

1108, United States
March 01, 2011

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Sheila A. Burns

*** ****** ******

Springfield, Massachusetts 01108



Energetic, accomplished, and forward-thinking leader with technical

prowess, highly developed communications skills and years of enviable

success driving high performance organizations to optimal operating and

profit generating status. Innovative, resourceful, and inventive team

builder and thought leader. Identify opportunities and consistently achieve

goals and objectives. Conceptualize and enact superior procedures sensitive

to costs and deadlines to grow revenues and propel market placement in

challenging, fast-paced environments.

Skills & Abilities Matrix - Core Competencies

. Experience: Possess years of varied, hands-on and administrative

responsibilities to create and utilize efficient processes required to

grow revenues, improve market share, and satisfy clients. Experienced

in managing information and highly effective in enhancing

organizational, corporate, and client relations. Personal vision and

leadership resulted in propelling business from deficit status to

$5,000,000+ in sales.

. Interpersonal Skills: Enjoy a natural ability to work with others,

build effective teams, and empower employees at all levels and

abilities to provide task-oriented service and satisfaction. Establish

quick rapport with co-workers, professionals, and customers. Exercise

diplomacy and tact; enjoy a reputation of relational excellence.

. Training: Articulate and persuasive speaker; excel in explaining

complex concepts and imparting a high degree of understanding quickly

and efficiently. Respond appropriately to the needs and capabilities

of others. Combine an engaging presentation style with a high degree

of competencies in curriculum development, creation, and utilization

of effective testing materials and evaluation tools; provide hands-on,

real world concepts to ensure high comprehension in challenging,

proactive, and productive learning environments. Taught specialized

business courses in local college.

. Dedicated: Committed to quality. Combine resourcefulness with

initiative and a drive for success. Coordinate work effectively with

exceptional time management and resource allocation skill, monitor

existing processes, and develop applicable improvements to increase

both revenue growth and market share.


SALES/CUSTOMER SERVICE January 2009 - August 2009


7-month project

Employed organizational, time management, and travel industry skills as a

sales and customer service representative for a project involving 6,000

individuals attending an international convention.

. Responsible for answering all incoming calls, accepting reservations,

and entering them into our software program.

. Responded to all calls and company emails to assist individuals and

address any concerns that they may have as well as providing whatever

assistance was needed.

. Designated by project manager to keep track of the inventory of 110

tours and advised internal staff of the status on a daily basis.

. Monitored incoming payments and contacted those individuals who had

not kept up with the payment deadlines. Advised all internal staff of

tour payment status.

. Handled all cancellations and worked closely with the accounting

department if refunds/cancellation penalties applied.

. Proof read all documents.

. Assisted other departments with the creation, organization, and

distribution of documents to the tour participants.

SALES/TECHNICAL SUPPORT June 2007 - February 2008


Supervisor, Judy Welch tel. 860-***-****

8-month project

Employed technical skills as well as experience in sales and operations

management as a project coordinator for a statewide mandated Smog Check

Program in California.

. Worked with 8,000 smog locations to assist them in preparing for a

program mandated by the Bureau of Automotive Repair.

. Orchestrated sales seminars throughout the state.

. Initial contact with consumers involved introducing our product and

opening the door for the sales personnel located throughout the

state. During the second contact with clients, position involved

assisting them with set-up and operation of new equipment.

. Provided technical support for customers that involved diagnosing the

problem and identifying the needed repair. Determined if able to walk

the customer through the repair or if the customer needed the

assistance of a field service technician.

. Ordered and shipped replacement parts if necessary.

OFFICE MANAGER January 2007 - May 2007

HEAD START, INC. Springfield, MA.

Combined exceptional operations management with a practiced business sense

managing, developing, and providing highly effective leadership for a wide

range of business functions.

. Ordered and distributed supplies to twelve sites and sixty-three


. Organized, attended, and took minutes of monthly meetings for the

Board of Directors, Finance Committee, and Policy Council.

. Initiated a monthly newsletter for all Head Start employees and a

monthly bulletin for the Board of Directors.

. Prepared and mailed meeting materials to Board of Directors and Policy


. Handled projects for various directors and department managers.

. Created and maintained calendar for Head Start managers and directors

for daily, weekly, and monthly meetings.

. Managed receptionists at all Head Start Sites in Western


CALL CENTER CONSULTANT January 2005 - May 2006


Provide exceptional customer service assisting Am Ex's largest single multi-

million dollar account with a wide range of travel functions in a fast-

paced call center environment. Identify requirements. Provide date to

inquiries regarding pricing, scheduling, availability, added-value benefits

and assist clients in determining future product requirements.

. Averaged 100 calls per day, with additional duties including serving

as backup in areas of group sales, recruits, relocations, and on-line

travel system management.

. Due to efforts, awarded a performance bonus and increase within 1 year

of hire.

BUSINESS/OPERATIONS MANAGER October 1979 - November 2004

TRAVELTIME,INC. Springfield, MA.

Conceptualized, led, and oversaw payroll, human resources, employee hiring,

scheduling, and training, corporate and leisure sales & marketing

development and customer care procedures. Created and managed meeting

planning and group tours off-site and staffed on-site. Assisted and

empowered a professional staff in daily business activities and in the

development of long-range strategic initiatives and procedures. Identified

and engaged outside service providers and vendors, ensured a high degree of

service delivery, and resolved complex issues quickly and efficiently.

. Managed key accounts while assisting inside and outside personnel in a

variety of sales and marketing activities. Developed and utilized

effective presentations to garner high revenues; ensured territory

prospecting and penetration programs operated at optimal level.

Oversaw development of all marketing materials including print

collateral, e-commerce sites and advertising/PR. Responsible for all


. Directed and led all technology improvement efforts for company,

including development of strategic technological growth plan, software

and hardware purchasing and installations, upgrades and security

improvements, network administration, and business continuity /

disaster recovery policy implementation.

. Handled A/R and A/P functions, collections, auditing and quality

control efforts; guaranteed high degree of integrity and honesty for

all business transactions; identified transactions; identified and

successfully resolved accountancy issues and managed general ledger

and daily worksheets.

. Designed, created and presented proposals, assisted clients in

formulating customized business solutions, and provided pricing and

added value benefits to win new business while retaining existing



Associates of Arts Degree

Springfield Technical Community College - Springfield, Massachusetts

Additional courses, seminars and workshops include

Liberal Arts Coursework with emphasis on English and French, Salem State

Teachers College


Competent in Spanish and French


Word / PowerPoint / Excel /Lotus Notes/Outlook

SABRE/ People Soft/ Quick Base/Sales Pro/Eclipse/ Share Point

Typing 100 WPM

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