Customer Service Sales

SUMMARY: Talented, results-oriented, dependable professional

experienced in management, customer service, sales,

project management and training

administration/coordination seeking new opportunity. I

excel in fast-paced environments as well as in supervising

and motivating staff to increase productivity and company

profitability. I work well independently and as part of a

team and am committed to excellence in whatever I do.

CAREER ACCOMPLISHMENTS:

Customer Service and Inside Sales

. Increased sales by meeting client requests in a timely and accurate

manner, thus secured repeat business. (Afni, Inc.; Foster and

Gallagher)

. Recognized as a top resolution specialist and provider of quality

customer service to clients. Ensured timely and accurate responses to

client inquiries, questions, and billing inquiries. (Foster and

Gallagher)

. Promoted to Team Project Sales/Service Supervisor for the Calyx and

Corolla project. (Foster and Gallagher)

Training and Development

. Promoted to Training Specialist, within 8 months of hire. (Home

Depot)

. Implemented, developed, and facilitated new-hire orientation program

for the Vendor Support/Accounts Payable departments. (Home Depot)

Bookkeeping and General Office

. Experienced in accounts payable/receivable, invoicing, and

reconciliations. (Foster and Gallagher; Afni, Inc.; Home Depot)

. Skilled in general office duties, including, answering phones,

filing, preparing correspondence, compiling daily sales/service

reports, and greeting clients. (Foster and Gallagher; Afni, Inc.; Home

Depot)

PROFESSIONAL EXPERIENCE

2005 - 2007 IPS-Sendero

Norcross, GA

A world-recognized leader in technology, education, and advisory services

for strategic balance sheet management, profitability, and performance

measurement and financial accounting.

Training Specialist/Administrator

. Administer and own the client product training process for Atlanta, GA

and Scottsdale, AZ.

. Receive client incoming calls related to training classes.

. Track, record, and report product training revenue and class

registration reports.

. Track and report entertainment expenses monthly.

. Coordinate seminar logistics such as hotel arrangements and shuttle

for clients.

. Coordinate refreshments and catering for client product training

classes.

. Create and mail registration confirmation letters.

. Assist with planning off-site training events.

. Coordinate with other functional areas the creation, editing,

publishing, and mailing of product training brochures.

. Create and coordinate the printing and mailing of invitation letters.

. Assist with technical design in defining e-learning design standards.

Maintain design standards and ensure adherence.

. Assist with incorporating technology into learning solutions such as

e-learning, WebEx delivery, and other technology formats for learning

delivery.

. Complete technical design and publishing of e-learning programs for

internal education and as dictated by the course design document.

. Act as Element K administrator, track employee participation.

Administer all e-learning programs.

. Design and populate the intranet page.

. Manage the company library and check-in and check-out process.

. Support and adheres to standardization of training department

processes.

. Maintain the ASTD database of employee training and education

activities.

. Maintain the online training registration system (MAPLE).

1999 - 2005 The Home Depot Atlanta, GA

The world's largest home improvement retailer, the second largest

retailer in the United States and the third largest retailer on a

global basis, with fiscal 2003 sales of $64.8 billion.

Instructional Designer

. Planned, organized, and worked with design partners to develop

training curricula, materials, and programs to meet specific

training needs.

. Worked with project manager to analyze learning needs, partnered

with subject matter experts to provide input for course content.

. Planned and coordinated skill assessments and training.

. Worked with management to ensure course materials were current

and relevant to training needs.

. Tracked and analyzed training programs by evaluating learner

satisfaction levels, proficiency testing, and other performance

measures.

. Designed and developed training for multiple systems initiatives

and ongoing programs, including intermediate level programs,

with integration of professional development and systems

components.

. Understand learning objectives and am able to translate these

objectives into training modules.

Training Specialist

. Planned and facilitated all Vendor Support and Accounts Payable

new hire orientation courses.

. Trained and developed new and existing associates on Vendor

Support and Accounts Payable procedures, processes, and systems.

. Designed various aspects of training program such as course

outlines, objectives, and tests.

. Designed and developed training materials.

. Developed Standard Operating Procedures.

Resolution Specialist (Vendor Support Associate)

. Ensured timely and accurate responses to client inquiries,

questions, and billing inquiries.

. Connected clients with the best and most appropriate solutions.

. Worked with multiple departments and partners

(Internal/External) to analyze and resolve client needs.

1998 - 1999 Anderson Financial Network, Inc Peoria, IL

A leading provider of accounts receivable and customer care solutions

for the communications and insurance industries.

Customer Service Supervisor

. Supervised, trained, and developed a team of 20 service

associates within a 200-seat call center, regarding customer

service and sales techniques.

. Developed sales strategies.

. Assessed employee reviews.

. Consistently received monthly bonuses for achieving sales goals.

1995 - 1998 Foster & Gallagher

Peoria, IL

Formerly, a leading provider of customer care solutions.

Sales & Project Supervisor

. Functioned as Team Project Supervisor on multiple projects

(Calyx and Corolla).

. Supervised, trained, and developed a team of 30 representatives

within a 300-seat call center, regarding customer service and

sales techniques.

. Developed sales strategies.

. Assessed employee reviews.

. Developed excellence in management training courses.

Account Resolution Specialist (Customer Service Representative)

. Ensured timely and accurate responses to customer inquiries,

questions, and billing inquiries.

. Connected customers with the best and most appropriate products

and services offered.

PROFESSIONAL SKILLS

Proficient using FrameMaker, Visio, Lotus Notes, Outlook, MS Word,

Access, Excel, and PowerPoint.

EDUCATION

Journalism, University of Minnesota, Minneapolis, MN, 1990-1994

Theater and Communications, Illinois Central College, East Peoria, IL,

1982-1985

Theater and Journalism, Bradley University, Peoria, IL, 1983-1984

References available upon request.

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