Customer Service Sales
Resume:
MELISSA T. PAXTON
Omaha, NE **136
SUMMARY OF QUALIFICATIONS:
. Bachelors Degree in Marketing Management from Bellevue University in
November 2002
. Successful experience as the Operations Supervisor at Verizon Wireless
with strong history of Human Resources, Marketing, Retail, and
Customer Service
. Knowledge of Marketing and Management in busy and complex business
environments
. Management Skills: Communicate with diverse people; excellent
presentation skills; provide superior customer service on time under
deadline situations; problem solver with accounting experience; detail-
oriented employee; quickly develop new skills and organize various
projects
. Dedicated achiever and productive professional who welcomes
challenging opportunities
. Project Management experience
EMPLOYMENT EXPERIENCE:
2008 to 2010, VERIZON WIRELESS
Operations Supervisor
. Oversaw all emergency and safety procedures for Call Center.
. Manage team of 3 of coordinators who oversee 600 representatives
payroll
. Assist in staffing of entire center
. Main contact for center on FMLA/STD claims
. Assist in administering all disciplinary action for center up to
termination
. Ensure all supervisors are delivering PAs' on time and entered into
systems prior to yearly pay increases.
. Prepare and deliver monthly reports on Shrink, corrective action,
budget analysis, and New Hire/imbedded attendance
. Assist in screenings for all new hires for Center
. Work with outside vendors to negotiate pricing on food, products, etc
for events that run throughout the year to stay within budgets
. Meet with all new hires monthly to train on policies and procedures
during first week of hire
. Setup tours onsite and offsite for Center and of Lincoln for Executive
visits.
. Prepare center for all visits with COO and CEO
. Assist with coordinating events throughout the year such as yearly
kick offs, summer events, & holiday gatherings
. Administer drills for center emergencies to ensure readiness
. Team up with Region Sales Operations team on new launches to prevent
any foreseen issues that may arise on both ends and maintain strong
relationships that have been built.
. Prepare budgets for all call center events and submit to center
Director for approval, adjust as needed
. Prepare all support teams for yearly Sarbanes Oxley testing
. Handle various projects for Director of Center and AD of Operations.
. Quarterly Operations review to discuss business strategies and goals
to Director and Vice President
. Assisted AD of Operations on partnership with Retail, B2B, and
Indirect channels to have open line of communication. Partnered on
weekly Region President call.
. Worked with center reps on building culture with Lunch N Learns, Side
by Sides, and Feedback Tools.
. Weekly meeting with Director on center attrition
. Manage team for career advancement
. Arrange offices for visitors coming to the Center
. Run Vendor Fairs to bring education into the workplace directly from
manufactures quarterly
2004 to 2008, VERIZON WIRELESS
Retail Operations Consultant:
. Worked with managers/assistant managers to ensure audit readiness;
weekly visits to locations to assist with any questions on operation
standards.
. Conduct quarterly Gold Standards Checklist on locations to evaluate
cleanliness, correct merchandising, and overall store appearance.
. Conduct 4th quarter Sarbanes/Oxley audits.
. Continue to educate myself on all new marketing campaigns to ensure
store compliance.
. Assist with store openings and closings. .
. Assist Operations Manager in various projects to meet deadlines and
budgets. Developed relationships with Vendors, Regional Directors and
Area Directors involved in various projects.
. Work with Area, Regional and District Consultants to help with
workflow reduction for managers and sale representatives.
. Work with Area, Regional, and District consultants to help with the
Customer Experience such as First Call Resolution and Efficiency of
their visit.
. Coordinate and facilitate Retail Operations Workshop training on a
quarterly basis for managers.
. Coordinated and facilitated I2K refresher training for the Great
Plains Region.
. Attend daily UAT testing calls for Vision conversion while being
trained as an Area SME.
. Train new managers and existing managers on all operational processes.
. Communicate between Area, Regional, and District level to ensure
new/enhanced operational procedures are being rolled out.
. Conduct weekly store visits and observation within the Districts.
. Work with District Managers to educate and train the stores with best
practices to accomplish our goals on the 4 Cornerstones and 3D
Commitments.
2000 to 2004, VERIZON WIRELESS
Manager of Retail Sales:
. Worked with the facility to improve profits in a declining market; was
able to improve profits to retain the store location.
. In charge of the business operations.
. Hire, train and supervise Sales Associates.
. Manage sales, customer service, repair, inventory, financial
performance, cost control, and personnel administration.
. Exceed sales goals; manage and coach team.
. Promote customer retention; handle problems.
. Make decisions; develop community relationships.
. Assist with marketing in surrounding locations. Make brochures and
flyers for distribution in the Mall locations. Setup display cases
throughout mall and make banners for signage. Communicate online with
vendors for marketing products. Set up live remotes with local radio
stations for store locations.
. Work with customers to ensure quality.
. Sold wireless phones, related products and service; promoted cellular
service and accessories.
. Provided superior customer service to walk-ins.
. Dealt directly with merchandising
. Daily inventory control with merchandise; performed store wide monthly
inventory count.
ACCOMPLISHMENTS AND PROFESSIONAL STRENGTHS:
. Oversee business operations and have career stability in length of
service
. Show dedication to my company - an honest, trustworthy and reliable
person
. Well-organized professional who makes appropriate decisions
efficiently
. Internet and E-mail - work with Microsoft Word, PowerPoint, Project,
Excel and Office on computers
. Daily usage of IEX, PeopleSoft, and Oracle for timekeeping audits
. Plan, develop and implement profitable and workable company
procedures
. Respectful person who provides accurate information in fast-paced
settings
. Extremely quick learner who is eager to learn new methods and
procedures
. Strategic Thinker with the ability to provide solutions where needed.
EDUCATION, WORKSHOPS AND TRAINING:
. Bachelors Degree in Marketing Management, Bellevue University, three
Scholarships, GPA: 3.8/4.0, Dean's List, Bellevue, Nebraska, Graduate
in November 2002
. Masters Degree in Business Administration, Bellevue University, GPA
4.0, Dean's List, Bellevue, Nebraska, Still in Progress
. Verizon Wireless - Managing Business; Providing Customer Service;
Presentation Advantage
. Omaha Central High School, Omaha, Nebraska, Graduated with Diploma,
1998
REFERENCES: Available upon Request
Contact this candidate