Customer Service Sales

Wendy L. Otten

*** ** ******* **., **

Albuquerque, NM 87121

Phone: 505-***-**** Cell: 810-***-****

Email: **********@*****.***

OBJECTIVE

To obtain a position where my sales, customer service, contact center management and unique skill sets

are challenged to promote an organization’s mission to ensure company objectives are exceeded.

QUALIFICATIONS

Award winning sales and contact center manager with twenty-three years experience that

exhibits innovative project management and demonstrates strong leadership, excellent

communications and tactical planning. Visionary with superior relationship building skills

and a special aptitude to identify and assemble team members who have the essential and

unique qualities that will allow the organization to meet objectives. Detail and deadline

oriented; performance and profitability driven; team player .

EXPERIENCE

Johnson Controls Inc., Albuquerque, NM 87109

12/01/2008 - Present

Administrative Assistant II:

• Compose correspondence, forms and reports from records, rough drafts or various sources.

• Maintain operation and maintenance records and logs.

• Perform account balancing and reconciling.

• Organize and sustain various filing systems.

• Operations of equipment such as, computers, printers, copiers, postal and telephony devices

• Proofread work for errors, identify and make corrections as applicable.

• Create and maintain CMMS database including equipment history and status

• Generation of work orders

• Management of budget projection data

• Inventory-tracking system

• Purchasing module and overall operation of CMMS system.

• Perform other duties necessary to provide support to the Operations and Maintenance teams.

Datapak Services Inc., Howell, Michigan 48843

04/03/2007 – 01/11/2008

Account/Project Manager:

• Successfully identified metrics and implement process improvements that lead to multi- year contract

renewal for large cosmetic manufacturer.

• Manage b2b and b2c call center direct response project with 24-hour fulfillment turnaround .

• Track and analyze call center metrics and implement incentives to retain customer base.

• Develop CSR scripting tools that were designed to enable CSR’s to work with multifaceted accounts

that were in jeopardy of termination.

• Design and implement extended warranties, auto shipments and incentive programs that allow

expansion of customer retention and build brand loyalty while generating profit stream for dept.

• Task member to re-engineer data entry and order processing system to decrease CSR call times and

increase agent availability.

• Educate customers on new state of the art 24 hour on-line module that auto populates immediate

transactions, returns and add on accessories, allowing them to view the success or challenges of

their program and make immediate enhancements that ultimately achieve profit margins and

generate elevated revenue streams.

• Mock up container specifications that reduce product damage during shipment while adhering to

budgetary constraints.

• Negotiate pricing, payment terms and program contracts.

• Lead new product launches.

• Generated incremental business resulting in 40% of annual customer invoicing.

• Additional duties and responsibilities include but were not limited to; presentation development,

contract negotiations, inventory management, hazardous materials, invoicing, accounts receivables,

order processing, national and international shipments, scope documents, budget estimates, account

reviews, action plans, statements of work.

Archer Corporate Services, Belleville, Michigan 48111 (Strategic Partner/Archway Marketing)

03/10/2005 – 12/31/2006

Brand Account Manager:

• Effectively managed assigned business for inbound and outbound marketing, fulfillment and point of

sale assignment relationships on Cadillac, Saab, Hummer, Customer Resource Management,

Corporate Communications, Reputation Brand Marketing and all Pre-Owned vehicle programs for

General Motors.

• One of eight committee members assigned to apply functional specifications gleaned from business

units to develop order base system that would allow multiple brands to “push” or dealers to request

materials that would be joined into one system, combine requests and allow for one shipment to

each dealer weekly, thus reducing shipping fees by more than 40%

• Appointed to transition team who met with and documented brand teams business rules and

requirements to successfully transition $10 million fulfillment business.

• Task team member assigned to creative services areas to assist with a special experimental virtual

reality concept initiative to generate lifestyle vehicle choices.

• Coordinated point of sale and marketing print materials on national campaigns for Saab Born From

Jets and Hummer McDonalds Happy Meals.

• Generation of incremental account business lead to 350,000 dollars in revenue during first year of

contract.

• Develop initiatives, tracked metrics and reported quarterly across supported brand teams to achieve

3% cost savings.

• Additional duties and responsibilities include but were not limited to; presentation development

inventory management and print procurement, invoicing, order processing, scope documents,

budget estimates, account reviews, executive summaries, corrective action plans, sales forecasting,

statements of work.

Archway Marketing Services, Romulus, Michigan 48393

05/03/2003 – 03/10/2005

Account Coordinator / Project Manager:

• Facilitate and manage 5 million dollar national/international distribution program for Nestle North

America.

• Build brand reputation through cross marketing Nestle owned organizations and products.

• Coordinate with company departments the daily management of client distribution programs.

• Re-engineer e-store programs to develop user-friendly atmosphere and ordering efficiencies.

• Develop and implement process improvements to effectively and efficiently manage daily operations.

• Act as company liaison for 160 client shared services contacts to build and strengthen client

relationship.

• Assisted in the renewal of a three-year contract and the addition of three new business units.

• Successfully transitioned 9 programs in 18-month period.

• Re-engineer invoicing report logic and format down to the item(s) size and weight so that business

units would occur costs including shipping that pertained only to their unique items.

• Fax and email blasts projects.

• President’s “You’re a Star” award recipient for outstanding service.

Path Group, Wixom, Michigan 48393

10/01/2001 – 10/01/2002

Customer Service/Sales Manager:

• Sales, Administration, Operations for audio component manufacturer.

• Accountable for team achieving monthly sales objective targets.

• Responsible for developing inbound/outbound sales team working in a telesales capacity.

• Conduct employee evaluations,

• Mentor and coach to employees to achieve sales objectives and departmental goals.

• Monitor call center agent reports, develop action plans to promote sales and service objectives.

• Develop new customer base and negotiate dealer and distributor pricing.

• Cash management responsibilities.

• Additional duties included: Preparation of budgets, forecast staffing levels, development of training

programs, incentives, working trade related shows.

PSI Call Center Inc, West Bloomfield, Michigan 48114

01/1996 – 02/21/2001

Account Executive

• Sales and project management for inbound and outbound customer service programs for technical

support, direct mail, order taking, appointment setting, lead generation and market research.

• Responsible for developing, leading and managing all projects from initial concept/ design through

implementation.

• Develop and present services overview. Compose and negotiate pricing/contracts

• Forecast program budgets, prepare invoicing, account receivables, forecast staffing levels, report

design/deliverables, and develop training program and materials.

• Lead production meeting to ensure standards are met and service deliverables are achieved.

• Sold first $500,000+ account and to invoice one million in revenue.

• Ruppman Marketing Technologies, Peoria, IL 61604

• 11/10/1986 – 10/31/1995

• Account Development Administrator:

• Successfully managed inbound customer service marketing programs for Stanley Door Systems,

Alcoa, Sharp, Panasonic, Toshiba, Hitachi, Murata, Head Golf, Krups and Timberland.

• Developed program budgets, and deliverables.

• Compose and negotiate pricing/contracts

• Client Development Coordinator:

• Achieved projected sales quota of 8.5 million for product sales division.

• Research target clients

• Presentation Development

• Direct Mail coordination

• Negotiate pricing, and contracts

• Purchasing and inventory management on 15 million dollar division.

• Product sales forecasting.

• Retail Sales - Account Supervisor:

• Directly responsible for Telephone Sales and Warehousing/Distribution personnel.

• Developed and implemented training programs

• Inventory management and logistics

• Monthly client reports

• Cash management

EDUCATION

Illinois Central College, East Peoria, Illinois

Business Administration

Ruppman Marketing Technologies, Peoria, Illinois

Continuing Education - Interactive Management, Communicating for Productivity, Creative

Communicating/Displayed Thinking.

Peoria (Central) High School, Peoria, Illinois

APPLICATION SKILLS

MS Office Suite, XP and Vista/Access/Unix/ACD Systems/VRU Systems/Web Base Systems

AWARDS/RECOGNITIONS

Archer Corporate Services

Outstanding Performance Award

Archway Marketing Services

President’s “You’re A Star” Award

PSI Call Center

2000 DMA Target Award in telemarketing category for Ford Motor Company Direct Marketing Program,

Right People, Right Parts always the Right Price.

Top Sales

Ruppman Marketing Technologies

Chairman of the board award for outstanding service - 1992

Chairman of the board recognition for outstanding service - 1990

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