Sales Customer Service

Kelly J. Hotovec

*** ******** *****

Rapid City, SD 57702

Home 605-***-****

Cell 605-***-****

Profile: Strong leader motivated to maximize company productivity & sales

objectives by applying quality assurance to all aspects of the business

through evaluation, communication, customer service, follow up, decision

making, staff training/team building, & system capabilities. Loyal, driven

and results oriented.

QUALIFICATIONS SUMMARY

. Ability to achieve company directives related to Sales, Customer

Service and Quality Assurance utilizing process improvement

strategies, follow up and relationship building

. Maximize efficiencies to boost customer satisfaction (internally &

externally) through clear communication, team building and customer

service, "whatever it takes to get the job done"

. Strength in decision making with the ability to listen, implement

corrective action and quality assurance steps in order for the company

and team to succeed

. Results oriented

. Fast learner, strong knowledge of computer software programs such as

Office Windows, Email, Internet, and varies software programs utilized

specifically for individual business types.

Professional Experience:

Green Tree Servicing: Rapid City, SD February 2010 to Present

Green Tree Servicing LLC is a privately owned mortgage service provider,

who manages and supports homeowners to meet and maintain their home loan

obligations.

CSR: February 2010 - Present

. Support and maintain incoming callers with account maintenance,

updating records and status.

. Arrange monthly mortgage payments through auto debit, Western Union

pay by phone and Money Gram.

. Educate customers on offerings such as home and auto insurance

available through Green Tree.

. Advise of and management payment plans for customers struggling with

the economy to support safe keeping of their home and credit ratings.

Within the past 6 months, I have been rated in the top 18% of

employees, achieving above average scores of 99.8% in quality, 100%

in attendance, 134% in dollars arranged per hour, 110.3% in calls per

hour, 103.6% in referrals and exceeding adherence measurements by 11%.

Rapid Spa & Soft Water: Rapid City, SD June 2008 - November 2009

A privately owned retail store offering customers luxury products such as

Spas, Saunas, BBQ's, Pool Tables, and accessories.

Office Manager: June 2008 to November 2009 reporting to the

President/Owner

. Coordinate & manage flow of daily operations of front office, store

front and service department to include service scheduling/billing,

accounts payables, receivables, human resources and payroll.

. Promote and lead by example with regard to customer satisfaction and

problem resolution.

. Initial & implement process improvement procedures to enhance work

flow and improve on safety standards.

. Work hand in hand with owner and staff to achieve company goals and

objectives.

Self Employed - October 2006 - June 2008

It's About Time Cleaning Service - specializing in residential and new

construction homes.

Realink Corporation - Tempe,AZ October 2002 to April 2006

A privately owned service organization; Appraisal, Title and Software

development vendor management company; which enables its customers' to

achieve quality driven, prompt, accurate and cost-effective real estate

appraisal and title services using advanced systems technology and industry

expertise.

Director of Operations: October 2002 to April 2006 reporting to the Sr. VP

of Operations

. Hired, coached and mentored Operations Team Leads, CSR's, Processors

and other support staff to ensure team building, quality work flow and

successful client relations.

. Effectively applied company/department procedures to ensure accurate

and timely response of inquiries and requests of clients and internal

customers.

. Audited database for quality to ascertain knowledge and use of client

specific requirements

. Provided written communications to the Sr. Management Team through

reporting staff productivity and any potential problems/delays

associated to an order, client or project to prevent negative impact

to both the client and the company

. Enforced company policies and procedures; monitored spending, budget,

P&L

Intellimet International, Inc. - Scottsdale, AZ January 1999- March 2002

A privately owned software development and service organization which

provides software and internet based virtual assessments (ISO, QS, AS and

Lean Manufacturing) and risk analysis for Fortune 500 companies in the

fields of Manufacturing, Design, Service and Distribution.

Director of Customer Relations - June 2001 March 2002 reporting to the

President and CEO

. Hired, managed, trained and motivated staff in areas of customer

service/tech. support; account management, office and clerical

. Participated in customer / supplier management debriefings to

review final report analysis

. Created, implemented and documented internal process/policies,

update to solidify continuous process improvement

. Wrote user friendly web content and "help" tools, on-line training

coordination and tools

. Coordinated HR, pricing, selling strategy, contract negotiations,

RFQ/RFP/Bid process, marketing materials and research

Sr. Account Manager January 1999 - June 2001 - reporting to V.P. Sales

. Directed, communicated & tracked customer project implementation,

status, follow up and completion; ensure customer satisfaction

. Developed criteria, system functionality and reports for

investors/customer internet based assessment tool to reach global

location

. Project manager working with internal developers and customer to

establish value added assessment product and service

. Managed lead qualification; negotiated and closed sales under

contracts $500k

. Maintain customer database, feedback - tracking and verification of

customer requests, problem reporting and resolution

MobileData Communications, Corporation (MDC) - Phoenix, AZ June 1997 -

January 1999

MDC designs, manufactures and sells ruggedized P.C.'s and wireless

communication devices for i- vehicle and portable environments ranging from

emergency vehicles to trucking firms.

Customer Service Manager- December 1997 - January 1999 reporting to the E.

V.P. Sales & Marketing

. Wrote internal policies to improve customer satisfaction and

internal work flow

. Managed customer care and administrative sales/marketing support

staff

. First point of contact for incoming prospect or existing clientele

. Developed effective pre-qualifying questionnaire for lead

generation

. Introduced combination customer care staff with telemarketing to

optimize company revenue opportunities

Sr. Sales & Marketing Coordinator- June 1997-December 1997 reporting to

V.P. Sales and Marketing

. Write and edit Marketing & Operations Plan, web content, quarterly

newsletters, RFQ, RFP, bid documentation

. Oversee all sales and marketing efforts from requisitions and

calendars to travel and tradeshow preparation / company events

. Prepare monthly forecasts for Senior Management to support all

Sales and Marketing objectives

VIASOFT, Inc., Phoenix AZ March 1995 - June 1997

VIASOFT provides software development tools that help Fortune 1000

businesses manage and evolve their enterprise applications.

Executive Assistant March 1995 - June 1997 reporting to Executive Director

of Contract Negotiations & Executive V.P. of Sales - Americas' Operations

. Performed a wide variety of executive administrative duties as

required by daily sales operations to include schedules, organizing

company events and travel arrangements

. Reviewed and summarized miscellaneous reports and documents; prepare

background documents as necessary.

. Provided follow up to assignments given to management staff by the EVP

and Executive Director

Walsh America/PMSI May 1991 to March 1995

Two Publicly held corporations providing pharmaceutical data services and

research to government organizations and pharmaceutical companies world-

wide.

Executive Assistant reporting to the CEO's and CFO's for America's

Operations and European International Interests

. Served as right-hand to executive leaders, duties included but not

limited to preparation of financial documents & presentations

. Co-ordinate travel arrangements, meetings and events for Executive

Staff Members.

. Educated & practiced corporate mission statement, company goals and

objectives through training and open communications. [pic][pic]

Contact this candidate