Customer Service Sales
Resume:
Mary Spears
Groveport, OH ****5
Email: *********@***.***
Professional Summary
Solidly experienced Inside Sales member, known for meeting or exceeding
sales goals within a call center environment. Customer Service Supervisor
with extensive experience in leadership and project management. Proven
performance in guiding staff in meeting or exceeding daily/monthly
production requirements within a call center environment, monitoring
customer service and accuracy, skilled in writing policies and procedures,
special projects stressing research, hiring and training staff. SAP
knowledge. Word, Excel, Outlook
Professional Experience
Waste Management Canal Winchester, Ohio
05/2006 - 12/2009
Inside Sales (Relocated to MI)
. Exceeded the team average at 143% and increased temporary roll off
revenue by determining customer needs and using negotiation tools to
close the sale.
. Increased revenue by educating customers on how to avoid heavy fines for
proper disposal of hazardous wastes.
Republic Waste Services Columbus, Ohio 08/2004 - 05/2006
Inside sales/Customer Service Representative/Receptionist
. Quoted rates for services offered by Republic Waste such as Commercial,
temporary roll-off and residential sales. Handled on average 60 to 80
calls per day. Received an award and a 100% score on one of my "shop"
calls along with a gold pin. These were calls from an outside vendor
that Republic used to critique our sales calls.
. Addressed and resolved customer complaints daily and confirmed their
satisfaction. Noted their account for future reference, saving many
residential accounts that would have canceled their service and gone with
another waste hauler.
Groveport Madison School District Groveport, Ohio 01/2003 - 08/2004
Educational Aide
. Assisted physically disabled student with his studies by helping him to
stay focused on his studies and become more independent and confident in
his abilities to learn.
Pearson Education 09/1984 - 12/2002
Customer Service Supervisor (Office relocated to IN) 1990 -
2002
. Supervised a staff of up to 19 Customer Service Representatives in
handling inbound calls on average of 60 or more calls per day from
schools across the US and Internationally. Enabled staff to meet or
exceeds goals set of 2% or less abandonment rates. This was done through
additional training prior to busy season, and by monitoring the staff to
confirm they were logged into the system to take calls, monitor breaks
and lunch time and by being available to answer any questions they had.
Was available to handle the more elevated calls as needed for the staff,
but then used this a training tool.
. Wrote a Quality Assurance program for the call center which would
identify all high value orders and have them checked for accuracy before
being released. This program also checked all orders keyed by new hires
for accuracy. This saved the company thousands of dollars by not shipping
incorrect product.
Wrote training manuals for new hires and kept them up to date as
polices/procedures changed.
. Documented performance of staff as it relates to productivity, quality,
attendance, and initiative. Wrote performance reviews and met with the
staff to confirm they were meeting their goals and offered them
suggestions as to how they may improve their stats.
. Traveled to attend sales meeting with our outside staff, sharing with
them our Quality Assurance program, and listening to any concerns they
may have or positive feed back they had to share with the staff.
. One of the key players in the conversion project from our Legacy System
to SAP. Often traveled to our office in New Jersey to work with IT staff
and the group from Price Waterhouse who was assisting. Tested the system
to confirm that the fields were populating correctly in the test system
before going live.
Senior Order Processor 1989 - 1990
. Couched peers in processing of high value orders received by customers
via mail and by phone. Was responsible for staff in absence of the
supervisor.
. Gave processing demonstrations to visitors coming into the office and
answered their questions.
Cash Application Clerk 1986 - 1989
. Open mail and processed payments applying them to the proper accounts
File Clerk 1984 - 1986
. Filed purchase orders, sent out invoices and handled the switch board.
Education
Franklin University Some Business Coursework completed.
Columbus OH
Frontline Leadership Through Pearson Education
Volunteer
Mid Ohio Food Bank
Grove City OH
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