Sales Customer Service

Joseph M. Cooney *

JOSEPH M. COONEY

**** ****** **. ********, ** 43229 614-***-**** Email: *********@***.***

SUMMARY OF QUALIFICATIONS

Senior Sales Manager with over 15 years experience successfully leading a sales and

customer experience department for an international Affinity Marketing company. Proven

revenue generator in all market conditions. Skilled at managing all phases of project life

from needs assessment to implementation. Adept at developing new sales and customer

experience techniques to build branding and grow customer base. Proficient at

negotiations with decision makers at many levels. Technically savvy. Outstanding at

relationship building, training, presentation skills. Intelligent, articulate and driven to

succeed.

CORE COMPETENCIES

Strategic Planning *** Project Management *** Customer Experience

Client Relation Management**Performance Optimization **Branding Reinforcement

P&L Responsibilities *** Multisite Operations *** Call Center Metrics

PROFESSIONAL SUMMARY

AFFINION GROUP, Westerville, OH 1990-2010

A national Affinity Marketing company

Director, Credit Protection Department, Westerville, OH 2003-2010

• Manage largest member retention department in Westerville call center

• Responsible for staff of 220 retention specialist, bilingual agents & cross-sell

consultants

• Manage outsource partners to ensure consistent management practices while

maintaining corporate sales and quality goals

• Partner with Work Force Management to ensure staffing needs are met and

efficiencies maximized

• Partner with Training Development team to create and implement new sales

techniques

• Member of Leadership Development Council tasked with creating and

implementing a sound succession plan

Key Accomplishments

• Oversaw the six major financial institutions, increasing member base by 700% in

three year period by cultivating client relationships, leading a team which

surpassed sales and customer service expectations and implementing key

initiatives

• Responsible for 20mm budget. Achieved 10% savings to budget previous three

years

• Implemented paperless environment to decrease security risk resulting in

increased marketing opportunities with key clients

• Reduced consultant error rate by 50% by recognizing need for Credit Protection

Resource System to ensure flawless execution. Researched, developed and

implemented plan to create web based resource system.

• Fashioned employee incentive plan which decreased employee attrition by 50%

while increasing sales and efficiencies to highest levels in three years by focusing

on core competencies at agent level

• Partnered with U.K. division to improve overseas sales results and overall client

satisfaction by sharing best practices and adapting selling techniques to European

theatre

Manager/Director, Credit Protection Department, Virginia Beach, VA 1998-2003

• Managed primary Credit Protection Department for Affinion Group

• Oversaw hiring and training of 250 employees

• Created and implemented client branded sales techniques

• Directed the WFM department to ensure staffing for key metrics as well as

optimizing efficiencies

• Supervised Quality department to ensure unparallel customer experience

• Participated in staff development plan to establish an effective succession

planning platform

Key Accomplishments

• Created and implemented start up plan for new call center location, including

designing floor layout for optimal performance, hiring supervisory staff,

developing initial training schedule and setting incremental goals for improved

performance

• Led sales team to achieve best member retention statistics for 4 consecutive years

while exceeding client expectations in Quality

• Promoted to Product Lead and then Director after two years with responsibilities

for coordinating sales and quality efforts in a multi-location operation to ensure a

consistent member experience

• Spearheaded initial marketing and retention efforts for online sales

• Initiated and oversaw the creation of a Credit Protection Help Desk which

provided consistent administration of refund policy resulting in a decrease of

refunds by 20%

Supervisor, Membership Department, Dublin, OH 1994-1998

• Responsible for training, developing and motivating 15 agents to exceed sales,

quality and customer experience goals

Inbound/Outbound Phone Consultant, Dublin, OH 1990-1994

• Responsible for making outbound sales calls and inbound member retention calls

EDUCATION

Bowling Green State University

Bachelor of Arts English, Bowling Green, OH

Joseph M. Cooney 3

COMPUTER SKILLS

Proficient with Microsoft Word, Excel, PowerPoint, Internet, Microsoft

WebExpressions2, FrontPage, Avaya

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