Customer Service Sales

OBJECTIVE

I am a highly qualified professional with proven leadership skills looking

to obtain a challenging position that will utilize my knowledge and

experience to improve customer service, sales, and technical processes,

effectively maintain accuracy, and increase productivity by focusing on

customer satisfaction and the reputation of the company.

EMPLOYMENT

01/2008 - 12/2009 QPAY ACCOUNT

SERVICE MANAGER

Qpay is a payment processing Software Company where I was directly

responsible for my assigned territory, which includes over 200 dealers in 5

states. I was telecommuting, which gave me the opportunity to use my time

management skills and prioritizing my work. My position revolved around

developing new business & the day-to-day servicing of clients by

maintaining a high level of communication and technical proficiency in

order to troubleshoot the issues that arise and train clients to use

software. This also gave me experience in effective oral and written

communication and presentation skills. I installed software/printers,

networking and troubleshooting PC's for efficient use by clients. I

maintained and reviewed monthly work flow activities with my clients and

identified opportunities to increase business revenue and build a

partnership. I prevented impending loss by reconciliation and collection of

delinquent accounts. I worked closely with logistics department to maintain

inventory and merchandising material, as well as tracking equipment and

shipments to clients. I continuously made recommendations on process

improvements to increase customer satisfaction. I was responsible for

regular weekly and monthly reports/spreadsheets that track both active and

inactive client locations, payment volumes, billing, store

visits/activities, and merchandising. I encompassed a partnership with my

clients and by business planning increased sales by $7000.00 each month

from 2008.

9/2007 - 1/2008 GALILEO CUSTOMER

SERVICE REP

In this position I was responsible for taking in-bound calls from

cardholders. I assisted customers with innovative financial tools,

including online shopping, credit counseling, money management, bill

payment, and account alerts. I explained card benefits, transactions and

card fees to customers as well as interacted with merchants. I went above

and beyond what was expected to build value and customer loyalty. I handled

escalated calls when customers didn't have access to their money and

offered options and empathy to resolve issues. I earned high Quality scores

and the privilege to work from home.

3/2007 - 9/2007 INNOVATION MORTGAGE OFFICE

MANAGER

I acquired the skills to learn new concepts quickly in a fast paced market

of Wholesale Lending, as well as working well under pressure, and

communicating ideas clearly and effectively. I adapted quickly since it was

a learn-as-you go environment. I played a key role in preparing successful

multimillion-dollar lending packages. It required attention to detail,

proofreading, as well as learning the proper procedures for each lending

company. I scheduled meetings with appraisers, title companies and lenders.

I implemented accounts payable/receivables procedures, managed the office

efficiently, keeping supplies stocked; tracking expenses, paying bills on

time and saving the company $1000.00.

12/2006 - 3/2007 O'CURRANCE INBOUND SALES REP

As an Inbound Sales Agent I had the opportunity to develop my skills in

professional communication, sales negotiation and the entire sales cycle. I

earned high commission sales and the privilege to work from home.

7/2006 - 9/2006 USPS CLERK

I sold and collected payment for postage stamps, metered postage, and money

orders using customer service expertise. I weighed and computed accurate

mailing costs of letters and parcels based on type, weight, and

destination. I sorted mail according to groups and destination by hand. I

answered questions pertaining to mail regulations, procedures, postage

rates, and mail delivery. I assisted the public in complying with federal

regulations of Postal Service and helping them keep in touch with their

family and friends or to conduct profitable business.

4/2001 - 7/2006 VERIZON WIRELESS SUPERVISOR

I managed a team of 15-20 Customer Service Representatives in a call center

environment. This has given me an opportunity to use my skills to coach &

develop my team. I empowered them to make a difference & to strive to reach

their personal best by holding them accountable for their actions &

generating pride in their work. I showed them how to manage irate customers

& to negotiate a win/win solution for one call resolution. I analyzed

reports to evaluate work performance & manage work avoidance. I led

consistent team meetings/training & demonstrated system knowledge to ensure

employees were prepared to handle customers efficiently & build

loyalty/retention. I demonstrated how to troubleshoot customer's issues

through process of elimination to resolve in a timely manner with customer

satisfaction. I spent time side by side mentoring and selling to improve

revenue. I evaluated and audited Quality monitors, performance agreements

and stats to improve performance. I resolved escalated calls by listening,

using empathy & problem solving by recommending solutions. I facilitated

all logistics functions including planning, inventory management, customer

service, forecasting, and distribution of in-house phone exchange program.

I coordinated with internal departments so that I was resourceful &

versatile. I assisted HR with disciplinary action, recruitment at job

fairs, interviewing and hiring.

PROJECTS: LAMP (Leadership Apprentice Mentoring Program), Efficiency Team,

Rework Team, CRT (Customer Relations Team), Inactive Pricing, CCST

(Customer Care Support Team)

AWARDS: Triathlon Award, MVP (2) and was nominated by 3 peers for Legacy of

Excellence Award.

7/1999 - 7/2001 5TH AVENUE VENTURES - GREAT CLIPS MANAGER

I was a liaison between employees & the owner. I led employees by example &

produced the highest monthly sales in 5 years. I evaluated employee

performance & provided continuous coaching and development. I maintained

monthly/quarterly inventory and developed effective logistics processes. I

used problem maintenance to resolve issues to build teamwork & a positive

environment with consistent recognition to motivate employees. I attended

monthly calibration meetings with owners, presenting areas of improvement &

setting goals for the following month. I implemented a Theme "A Great

Experience" which helped improve productivity, quality & exceeding

customer's expectations. I was successful in reaching set goals,

participated in & scheduled on-going training. I became extensively

familiar with product merchandising, display techniques, and retail

administration. I handled all escalated customer complaints by listening,

using empathy & problem solving by recommending solutions. AWARD: Employee

of the Year 2000.

EDUCATION:

American Mortgage Education, Mortgage Loan processing, 2007

Universal Accounting Center, Accounting/Bookkeeping, 1999

Matrix, Independent Contractor for Training and Sales, 1995

Cameo College of Beauty, Cosmetology License, Graduated Valedictorian, 1989

West Jordan High School, Diploma, 1989

COMPUTER SKILLS:

ACSS, Action, Adobe, Business Plus, Enterprise, EROES, InfoManager,

InTouch, Internet, MARS, MS Access, MS Excel, MS Outlook, MS PowerPoint,

MS Word, MS Works, MTAS Pal, NetAce, NV7, NV10, OWL, Seibel, Sun Systems,

3CS, TRS, QuickTouch, Vision, Witness

Misty Eyre

6968 S 5785 W (801)

631-1443

West Jordan, UT 84081

abjhha@r.postjobfree.com

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