Customer Service Sales

Michelle M. Smith

Phone: 719-***-**** - **** La Plata Peak Drive, Colorado Springs, CO 80923

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PROFESSIONAL SUMMARY

Strategic manager instrumental in creating business initiatives leading to an overall positive impact on organizational performance and

increased quality measures. Practiced in individual and team training and development. Well versed in identifying problems and creating

tangible solutions. Accustomed to adapting in a constantly changing work environment as needed. Extensive experience in the following

areas:

Management • Leadership and Staff Development • Training Facilitation • Sales Experience • Organizational Expertise • Communication

Skills • Time Management • Customer Service • Keyboarding (70 WPM) • Microsoft Office Suite

EDUCATION

Westwood College

Bachelor of Science in Business Administration: Major in Marketing and Sales Present

EXPERIENCE

Westwood College, Colorado Springs, Colorado 05/2008 - Present

Assistant Director of Admissions (05/2008 - present)

• Manage 12 plus employees in exceeding company goals resulting in over 100% of the start budget for different teams managed

throughout the year

• Develop and disseminate process improvements, center wide, therefore increasing organizational metrics in areas of client acquisition and

retention

• Direct continuous training and development of representatives including one-on-one coaching, team trainings, and performance

improvement plans resulting in improvement in the start rates, production, and other key metrics.

• Oversee daily operational tasks including workforce management, formatting key reports, and interdepartmental communication

• Nominee and graduate for Admissions Leadership Development Program

Senior Admissions Representative (01/2008 - 05/2008)

• Maintained high level of sales activity that directly increased company metrics such as start rates and client retention

• Heavy outbound prospecting to both company and self-generated leads resulting in achieving over 100% of quarterly and annual budget

projections

• Conducted interviews with prospective students via phone to determine qualified clientele; reducing student attrition while increasing

gross production

• Awarded MVP, Leadership Award, WOW Awards, Gold and Platinum Representative, Top ADA, Road to ELITE Honors

Nationwide Insurance, Columbus, Ohio

Quality Assurance Analyst /Commercial Processor 05/2006 – 11/2007

• Review 15% of converted policies (approximately 750 policies per wk) for accuracy

• Work hand in hand with the renewal processing and underwriting departments in implementing new procedures to better the accuracy and

workflow of the policies

• Restructured the Commercial lines training procedures to help utilize more time efficient and effective practices with new hire training.

Charter Communications, Fort Carson, Colorado

Regional Office Manager 06/2004 – 02/2006

• Account maintenance including accounts receivable, account payable, risk management and reviewing statements/Implement financial

and strategic planning

• Secured staffing including interviewing applicants, recruiting, and terminations

• Effectively managed daily in -store operations

• Instrumental in revenue and income growth of 76% over a six month period, through aggressive sales and service initiatives

• Increased cash flow by reducing outstanding receivables from 55 days to 15 days, and minimizing risk from marginal customers.

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