Customer Service Sales
Resume:
Sheila A. Burns
Springfield, Massachusetts 01108
******.*****@*******.***
BUSINESS/OFFICE MANAGER
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.
CAREER TRACK
SALES/CUSTOMER SERVICE January 2009 - August 2009
WEGIEL TOURS Holyoke, MA
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
ENVIRONMENTAL SYSTEMS PRODUCTS East Granby, CT.
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
classrooms.
. 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
Council.
. 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
Massachusetts.
CALL CENTER CONSULTANT January 2005 - May 2006
AMERICAN EXPRESS Hartford, CT.
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
purchasing.
. 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
accounts.
LEARNING CREDENTIALS
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
LANGUAGES
Competent in Spanish and French
TECHNICAL COMPETENCIES
Word / PowerPoint / Excel /Lotus Notes/Outlook
SABRE/ People Soft/ Quick Base/Sales Pro/Eclipse/ Share Point
Typing 100 WPM
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