Sales Customer Service
Resume:
Deborah L. Ford
Camp Hill, PA 17011
717-***-**** (H)
*****@*******.***
Objective: A position in which I can utilize my creative mind, extensive
energy and passion for training to maximum overall training results for a
corporation.
Computer Experience: Microsoft Word, Excel, PowerPoint, Microsoft
Publisher, Lotus Notes, Microsoft Outlook and Captivate 2 & 3
Certifications: Verizon Wireless New Hire Training, Verizon Wireless New
Hire Systems Training, Verizon Wireless Customer First Selling Skills,
Verizon Wireless VCAST music, Verizon Wireless Data Certified, Verizon
Wireless Managing Retail Sales Professionals, CTT Certification Class,
Achieve Global Introduction to Coaching
Experience:
VIPdesk Connect
Curriculum Developer 10/07 to Present
100% Telecommute
Design engaging, interactive, and instructionally sound course materials
that incorporate multiple delivery formats and delivery methods with a main
focus of E-Learning utilizing Captivate 2.
Collaborate with subject matter experts to review current curriculum,
ensure effectiveness of course materials and relevance to target audience
needs.
Manage, update and design pages within Learning Management System daily.
Conduct Training Sessions via Webinar
Produce updated Facilitator and Participant Guides and additional support
materials for current curriculum.
Conduct needs analyses, determine learning objectives and sequence of
instruction, determine instructional strategies, write course outlines and
content, design assessments and interactive elements and evaluate
instructional effectiveness of training for current and future clients.
Provide recommendations for new technologies to address instructional
opportunities.
Manage multiple projects and deadlines for multiple clients.
Verizon Wireless
Senior Sales Trainer 7/05 to 5/2007
Facilitate new hire and soft skills training to retail representatives
Facilitate new hire training utilizing a blended learning approach
Facilitate new hire systems training to retail representatives utilizing
the VZW systems platform for taking orders as well as maintaining customers
via a database.
Facilitate management workshops to Supervisor up to Director level.
Utilize Adult Learning Theories of SHWIRPPA consistently in each workshop
facilitated
Support a customer base of 185 + retail representatives, Store Managers,
Assistant Managers, Directors and Regional Vice Presidents.
Developed strong relationships with store managers, assistant managers and
retail representatives in the Central PA area
Conduct 5 store visits per month in which I facilitated training meetings &
one on one time with representatives
Facilitate and execute projects of Curriculum Development when needed
Execute projects of new products and features roll outs and facilitation of
face to face training if needed
Level one Certified in the follow programs: Initial Wireless, Retail
Systems Training, Customer First Selling Skills, Facilitating Advanced
Sales Training, Managing Retail Sales Performance, Intro to Coaching,
Correcting Performance Problems, Impactful Customer Experience and Data
Foundations
Attended CTT 3 day training, on course to take exam
75% platform time monthly, 25% of time spent in store visits
Verizon Exton, PA
Account Manager 12-03 to 8/2004
Manage a customer base of 500 medium sized businesses
Solution Sales to C-Level Executive Decision Makers
Quarterly outbound call contact with each client in my 500 customer
database
Responsible for a yearly objective of $2,500,000.
Trained to sell ISDN, DSL, T1, Frame Relay, PBX, data and internet services
Educate customers on Verizon's voice and data products
Verizon Levittown, PA
Team Leader 12-00 to 4/02
Supervise 10-12 online sales consultants
70% of time was spent doing sales training
Developed training materials in PowerPoint
Trained consultants on a one to one basis
Trained consultants in a classroom environment. This was typically either
the 10-12 consultants on my team, or up to 60 people when entire center was
involved.
Responsible for training consultants in new systems as they were rolled
out, or upgraded
Provided feedback to appropriate people when problems were discovered
during training sessions
Develop team to ensure they meet monthly revenue objectives
Daily feedback to upper management on team revenue generation and
performance of my team
Track representatives call volume, inbound, outbound activity to ensure
adherence to assigned schedule
Coach and develop my team as well as entire office on customer service
skills
Motivate and develop my sales team to perform and meet objectives
Perform Quality Monitoring coaching/feedback sessions
Analyze team performance issues and coach for improvement
Handle and resolve customer complaints
Call Calibrated weekly with fellow managers and call center manager to make
sure members of all teams were adhering to call sales/customer service
requirements.
Act as customer service leader for office, responsible to increase customer
service standards through coaching and development.
Deliver bi-annual and annual performance reviews to each sales
representative
Meet team monthly sales objectives of $200,000 to $500,000.
ER Consulting Inc. Piscataway, NJ
Sales Trainer 1-00 to 12-00
100% of time spent training
Solely responsible for developing training materials (typically used
PowerPoint)
Analyzed training needs and developed appropriate courses
Coaching and training sessions conducted weekly with consultants (one on
one or classroom)
Performed weekly classroom style sales training for representatives (15-60
people)
Performed new hire classroom training to teach sales techniques on products
and services
Develop and conduct sales training workshops monthly
Develop and conduct sales contest for entire office
Develop graphics to develop a positive sales environment
Develop job aids to help consultants with their daily sales attempts
Distribute daily sales tips to consultants to encourage sales results
Motivate and encourage consultants through daily personal recognition of
individual sales results
Tracking of consultants progress of sales improvement on a monthly basis
and provide feedback about employee performance to management staff
Alltel Communications Harrisburg, PA
Retail Sales Associate 11-95 to 6-99
Face to face interaction with customers selling multiple products,
including cellular, paging and long distance services.
Mentor to new sales associates trained associates on sales techniques,
procedures, computer applications, inventory and technical issues.
Performed as a motivator and team oriented individual in a sales
environment.
Provided customer service including billing and technical issues.
Achieved and maintained monthly quota and commission goals.
Northeast Communications Camp Hill, PA
Retail Kiosk Manager 6-94 to 11-95
Supervised two employees, responsible for hiring, scheduling and training.
Trained employees on sales techniques, sales procedures and technical
issues.
Served as a mentor to employees by providing feedback on daily customer
service issues and how to resolve them.
Face to face interaction with customers selling cellular and paging
services.
Achieved and maintained monthly quota and commission goals.
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