Customer Service Sales

Rochelle Y. Jones

**** ******* **** ***** ( Aubrey, Texas 76227 ( 972-***-**** (

**********@*******.***

Professional To obtain a position with an organization that will effectively utilize my

experience, training, and accomplishments.

Objective

Qualificatio Offering a successful background of formal education and experience in

n customer service, technical support, client and account management, sales,

Summary strategic planning, contracts, business operations, market analysis,

project management, inventory control, quality assurance, and implementing

policies & procedures.

Proficient in planning and completing projects to high standards in

time-critical situations.

Strengths include excellent leadership, analytical negotiating, and

problem solving skills.

Consistently received outstanding performance evaluations in all positions

held.

Proven ability to quickly grasp client needs and implement successful

strategic plans.

Solid Knowledge of MicroSoft Office, E Phiphany, PL/SQL Developer, Magic

and (SDE) Service Desk Express Ticketing System, Adobe, Lawson, Oracle,

Sales Force, Lotus Notes, Visio, Universe System, Active Directory, Email,

and Internet).

Professional Autotrader.com, Atlanta, Georgia

Application Support Analyst, (August 2007 - April 2009)

Experience Facilitated Tier 2 & Tier 3 support, customer service, research, new

application deployments, maintenance and analysis to Operations division.

Troubleshot applications and software for all internal customers via

telephone and e-mail.

Assisted in the design, delivery and improvement of in-house software

applications, training programs and related courseware.

Merged and assigned profiles for internal employees.

Performed application testing during application updates and deployments.

Educated external/internal personnel on process and procedures associated

with AutoTrader.com applications.

Dealer Concierge, (Dec 2005 - August 2007)

Account Manager of four hundred plus accounts for internal and external

Advertising Consultants in the Northeast Region.

Analyzed sales reports and prepare executive summaries for Sales Force.

Investigated, documented and resolved Automotive Dealers grievances

regarding accounts.

Administered web-based training on AutoTrader.com products/services.

Prepared effective retention proposals to reduce cancellations by 10% of

400+ dealer base.

Innotrac Corporation, Duluth, Georgia

Senior Account Executive, (Apr 1998 - Oct 2005)

Managed three key account's direct telemarketing projects generating in

excess of $300,000 in annual sales revenue.

Reduced client billing by 100+ hours monthly which resulted in $102,000

savings annually.

Compiled and distributed profit & loss analysis, forecasting, and tracking

for 1000+ products valued at $3+ million.

Developed and implemented processes for daily business operations,

including invoicing, call flow activity, fulfillment, customer

escalations, and priority service requests.

Served as liaison between clients, Information Technology Department and

Accounting department.

Prepared weekly and monthly statistics including sales, returns and

marketing program progress.

Rochelle Y. Jones

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Professiona

l CCH, Inc., Chicago, Illinois

Experience Customer Service Supervisor, (Jun 1995 - Oct 1997)

Managed online database furnishing sales & distribution information to

400+ National Sales Representatives.

(continued) Resolved 10 - 15 customer escalations regarding products and billing

daily.

Supervised activities of 15 Customer Services Representative which

included monitoring, scheduling, training and evaluation.

Developed and implemented screens for Oracle application and supported

migration from mainframe system to client-server environment.

Prepared policies utilized for measuring call performance of 500+ Customer

Services Representatives.

City of Chicago Store, Chicago, Illinois

Retail Store Manager, (Sep 1989 - Jun 1995)

Oversaw all aspects of retail marketing operations for this gift and

souvenir store including creation of catalogs and brochures for mail order

sales increasing revenue by $200,000 annually.

Participated in national gift and trade shows, including coordination of

booth activities.

Accountable for accounts payable & receivable, purchasing, inventory

control, and loss prevention for 500+ products.

Coordinated booth activities during participation in national gift and

trade shows.

Supervised daily efforts of 10 personnel, including scheduling,

incentives, and evaluations.

Education Columbia College, Chicago, Illinois

Bachelor of Arts in Marketing Communications, (May 1992)

References Excellent personal and professional references will be provided on

request.

Contact this candidate