Sales Customer Service

Denise Wojciechowski

**** **. ******* **. ? Algonquin, IL 60102 ? Phone: 224-***-**** ?

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

Customer Service / Sales Management

Top-producing, results-driven management professional with extensive

experience leading sales operations and customer service functions across

multiple sites for diverse industries. Successful coaching, building, and

directing high-powered teams to deliver strong revenue growth and customer

satisfaction. Excel at defining and aligning sales vision, strategies, and

processes with corporate goals to aggressively penetrate and expand in key

markets. Highly effective at leveraging key relationships, KPIs, and

employee training initiatives to position staff and firms for maximum

performance. Proficient in MS Office Suite, Publisher, and SAP.

Core Leadership Competencies

Sales & Customer Management Key Performance

Indicators

Project Coordination & Marketing & Sales

Execution

Staff Training & Team Leadership &

Development Collaboration

Leveraging Strategic Account / Fiscal

Relationships Management

Professional Experience

T-MOBILE - Lake Zurich, IL 2009 - 2010

Sales Manager, Retail Markets

Oversaw day-to-day sales operations supporting divisional retail stores for

a large multi-billion dollar telecommunications company. Led and trained 12

direct reports and 162 indirect reports. Accountable for strategic sales

planning & execution, sales performance, store openings/closings, AP/AR,

credit & collections, inventory control, customer / vendor relations,

project management, and marketing. Tracked and managed project / budget

requirements supporting opening of 3 retail locations. Directed B2B credit

research and verification processes. Devised and executed long and short

term business plans to drive performance and revenue growth. Recruited and

led divisional retail sales stores.

Selected Highlights

. Boosted regional sales by 26% with more than 9,000 product lines added

within sixty days by developing and implementing a nationwide "Retail

Reach Out" program to identify, target, and secure small business

accounts.

. Increased market performance by 18% exceeding sales goals by 106% from

82% by coaching and mentoring retail store locations to drive post-paid

growth, number of lines added, and customer satisfaction.

. Tracked and managed processes supporting vendor invoices, contract

bookings, customer invoices/credits/cash applications, payroll

timesheets, and other accounting related documents.

. Collaborated with vendors, staff, and clients to ensure products lines

were current, up-to-date, and aligned to meet the needs of customers.

. Generated significant sales growth by leading efforts to plan, organize

and open three new retail store locations to penetrate and expand in key

markets.

TICKETS NOW / TICKMASTER - Crystal Lake, IL 2007 - 2009

Customer Service & Sales Manager

Managed call center operations for a U.S. firm specializing in marketing

and selling tickets to music concerts, sport events, arts, and theater

shows with annual sales exceeding $400 million. Led 172 direct / indirect

reports. Oversaw staff training & development, call center performance,

quality customer service, and reconciling and balancing financials.

Handled inbound calls, email and online support. Worked closely with

vendors to identify and resolve ticket order issues, ensuring their demands

and needs were met. Coached and mentored Supervisors, developing incentive

programs. Leveraged key relationships with affiliate accounts to identify

and secure business opportunities.

Selected Highlights

. Reduced average call times by 6.13 minutes and increased YTD sales growth

by 42% by creating and rolling out a metric system to track and manage

call volumes and employee productivity.

. Saved approximately $6.3 million annually by restructuring a call center

with addition of metrics, goals, and expectations, reducing headcount by

125 employees and promoting a culture of high-performance.

. Grew sales from $202 million to $321 million in one year by overseeing

project efforts to migrate a call center operation to a new location that

included creating a train-the-trainer program and adverting potential

conflicts of interests and legal issues.

. Planned and coordinated the development and implementation of sales plans

in collaboration with marketing to promote diverse product lines.

RYAN INTERNATIONAL / MIDWEST AIRLINES - Wichita, KS / Milwaukee, WI 2004 - 2007

Manager, In-Flight Operations

Managed in-flight operations for two airlines as part of Department of

Defense contract. Recommended and implemented process changes to streamline

and enhance in-flight operations. Assisted with recruitment and selection

of flight attendants. Conducted annual performance reviews for direct

reports with periodic feedback on employee's performance. Ensured

compliance with all federal, state, and local regulations impacting

passenger service operations (including safety, OSHA, FAA and DOT).

Assisted in overseeing forecasting and budget activities.

Selected Highlights

. Tracked and managed overall operations for a Milwaukee domicile including

maintenance of flight integrity, attendance, disciplinary issues, and

general support of a flight attendant group.

. Identified and resolved all flight attendant issues in accordance with

company and department policies and procedures, DOT/FAA regulations, and

AFA contract requirements.

. Established and maintained in-flight processes and procedures related to

safety, regulatory compliance, and service standards.

. Played key role in creating in-flight vision, policies, and goals in

accordance with the RIA annual business plan and strategic plan.

COMCAST - Schaumburg, IL 1997 - 2004

QA Provisioning / Sales Manager

Promoted to lead day-to-day operations supporting a national

telecommunications team and integration efforts between local, regional,

and national market teams. Managed customer care for cable, internet, and

telephone customers. Supervised and trained 18 direct reports and 230

indirect reports. Established call center metrics and standards across

operations. Managed and developed multiple sites represented by separate

collective bargaining agreements. Oversaw operations within a call center,

warehouse, and field stations. Introduced new technologies and system

upgrades.

Selected Highlights

. Cut costs by $1.2 million per year by leading the creation of a 3rd party

verification process (LOA) supporting outside sales efforts.

. Played role in all aspects of developing and launching telephony product

from organizing and setting up departments, metrics, policies and

procedures to hiring, training, and management of telephony center.

. Partnered with marketing and outside sales team to create new business

and promote new telephony product in test markets.

. Monitored representative calls, call volume, and staffing needs to ensure

adequate coverage to meet service goals.

Education

. Completed Courses, Pillsbury Baptist Bible College, Owatonna, MN (Honors)

. Training: Management Classes, Interviewing & Leadership Training

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