Customer Service Sales

Deborah A. Waugh

P.O .Box ****, Vista, CA ***** . 760-***-**** / 760-***-**** (cell) .

abmfrw@r.postjobfree.com

PROFILE

Experienced management/sales professional and life coach mentor seeking a

position where I can utilize my extensive management and motivational

skills to make a significant contribution as a team player/leader in a

company whose main focus is the customer. Whether management or sales, I

thrive in an environment that is active and challenging. I excel as

teacher, manager, and leader and team player. I learn new product

information quickly and service customers with accuracy, understanding and

efficiently always keeping a keen eye on the bottom line.

SUMMARY OF QUALIFICATIONS

. Extensive Sales, Marketing and Management expertise built through

various customer service and management positions spanning various

industries.

. Exceptional interpersonal skills maintaining excellent working

relationships with customers, co-workers, and management at all

levels.

. Thrives in customer focused environment as both a leader and team

player.

. Ability to connect with and determine customer needs quickly; keenly

understands relationship between customer service excellence and

profitability to ensure both repeat business and high referral rate.

. Mature, confident, friendly and able to handle emergencies with

composure.

RELATED PROFESSIONAL ACCOMPLISHMENTS

. Transitioned marginally performing dental department of largest (HMO)

healthcare facility north of Boston into highly successful, customer

service based operation exceeding profit and patient satisfaction

objectives.

. Successfully managed four dental practice mergers to achieve

guaranteed financial results though competent and discriminating

people and leadership and skills.

EXPERIENCE

Starbucks, Vista, CA

2007-2010

Job Coach / Barista

. Contributed to record store sales by promoting customer service

excellence and training employees in customer focused sales techniques

and operational efficiencies.

. Received several unsolicited letters from customers regarding

excellence in service.

Vista Trucking / C.A. General Engineering, Vista, CA

1998 - 2010

Office Manager/Controller

. Managed daily business operations for two independent and successful

companies (construction business and trucking company). Duties

included: office management, accounting, and human resources and

overseeing operations typically via radio contact.

. Actively sought new construction ventures to keep company active and

solvent (until industry downturn forced decision to close office).

. Sole source of customer/vendor interaction; resolved complaints,

controlled daily work flow, and maintained accounting records.

. Wrote office manual; hired and terminated employees; conducted

employee performance reviews.

. Interfaced with bookkeeper, CPA and tax attorney; interpreted profit

and loss statements to further company's short and long term goals.

. Maintained quality assurance and OSHA-DOT compliance for truckers and

engineering staff workers coordinated all emergency efforts concerning

injuries, road hazard cleanups, and plant shut downs.

Aftco Associates, Atlanta, GA

1996 - 1998

PROFESSIONAL SALES BROKER / ON-SITE MANAGER

. Successfully transitioned four southern California dental practice

mergers providing the highest standards of professional excellence in

operations and financial commitment to ensure profitable first year

results.

. Competently determined and executed needed management and clinical

system reforms to ensure merger partner profit objectives outlined in

merger agreements were achieved.

Thomas College, Waterville, ME 1994 -

1996

ADMISSIONS COUNSELOR

. Increased student applications by 30% in two years to draw students

from Boston, MA and Providence, RI to the third largest business

school in New England.

. Provided financial counseling to prospective and first year students

Martin's Point Healthcare Center (MPHC), Portland, ME

1982 - 1993

CHIEF OF DENTAL SERVICES / DENTIST

. Directed all dental-related services for the largest managed non-

profit care facility north of Boston. (Transitioned from staff dentist

to full time management.)

. Took practice from originally 90% military to over 70% private pay

patients in five years to develop additional revenue opportunities.

. Set standards for quality care; implemented new OSHA requirements

including manual; developed first office manual with complete job

descriptions.

. Supervised and mentored staff dentists, hygienists and support staff.

Maintained the lowest employee turnover rate of any department.

. Interacted daily with staff and coordinated patient care and MPHC long

range goals with fellow department heads: ob/gyn; internal medicine;

pharmacy; and optometry.

. Spearheaded organizational growth of dental department with Board

Members (MD's, State Senators, Secretary of State, US Secretary of

Defense) by implementing short and long-range planning and budgeting,

and extending governmental contracts until successful transition to

more profitable "self-pay" patients was achieved.

. Resolved personnel and patient complaint issues quickly and with ease.

EDUCATION

Maine Medical Center, Portland, ME

Certificate General Practice Residency

University of Pennsylvania School of Dental Medicine, Philadelphia, PA

Doctor of Medical Dentistry (DMD),

Winner of the International College of Dentists Award for Outstanding

Achievement

Bowdoin College, Brunswick, ME

Bachelor of Arts, Mathematics, Magna cum Laude, James Bowdoin Scholar

ADDITIONAL STUDIES, MEMBERSHIPS, AFFILIATIONS

"The Work" of Byron Katie, Los Angeles, CA (2007-Present)

Facilitator and Member of ongoing mentorship program (www.thework.com)

Palomar College, San Marcos, CA

Courses in study toward AA in Art, Spanish 2002-2005

Oasis-National Educational Organization, Escondido, CA (2004-Present)

Volunteer Tutor at Bobier School, Vista, CA (2004-2006)

Japanese-American society, Portland, Me (1988-1991)

Studies in Japanese language and Culture

Certificates Levels I & ii Thought Field Therapy, Indian Wells, CA (1996,

1997)

Study to Certification, Senior Macrobiotic Counselor, Becket, MA (1980 -

Present)

Over 350 hours of intensive studies in developing a healthy, disease-free

lifestyle including food preparation, exercise, and practices in developing

respect and compassion for all peoples and cultures in order to foster a

world community forum for peace.

Personal Secretary to Mr. Michio Kushi (1993-1995)

Member One Peaceful World Organization (1995- Present)

Participant in One Peaceful World Tour to Japan (1990)

University of Southern Maine, Portland, Me (1982-1984)

Courses in study to MBA

Psi Omega Dental Fraternity, University of Pennsylvania (1997-Present)

Fallbrook Chorale, Fallbrook, CA (2005-Present)

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