Manager Sales

MICHELLE WILKINSON

**** ********** ******, **** *** ( Brookfield, IL 60513

Phone 708-***-**** (H) or 630-***-**** (C) ( ********@*******.***

TARGET POSITION: OPERATIONS MANAGEMENT

SUMMARY OF QUALIFICATIONS

Exceptional leader, director, and motivator with 15+ years of experience in

Operations Management, Call Center Management, Customer Relations, Account

Management, and Communications. Excellent decision-making, problem solving,

and conflict resolution skills. Lead by example with a contagious

enthusiasm to maintain a positive, productive work environment. Computer

proficiency in MS Office (Word, Excel, and PowerPoint) and easily adapt to

new programs/technologies.

Expert negotiator and problem solver who is dependable, committed,

resourceful, and has a high level of integrity. Established reputation for

quality, exactness, and results.

PROFESSIONAL EXPERIENCE

GLOBALCOM, A FIRST COMMUNICATIONS COMPANY, Chicago, IL (2000 - Present)

Manager of Account Relations and Customer Retention (2008 - Present)

Manage team of Account Relations Managers and provide operational oversight

to retain existing revenue within assigned territory while continuously

creating/applying plans and programs to grow sales with additional products

and services. Supervise staff of Retention Representatives servicing

smaller accounts and processing customer cancellation requests.

Consistently monitor staff for optimum handling of any customer service

issues, billing inquiries, and account changes in a timely fashion. Enforce

all company policies and procedures, address work issues or concerns from

direct reports, and work closely with staff in all departments such as

Finance, Legal, and Network Engineering to meet customer needs and business

objectives.

Key Achievements:

. Established goals/action plans, applied performance measurement

standards, and kept others on track to retain 40% of company's

revenue.

. Conducted bi-weekly meetings for continuous feedback to employees and

enhanced productivity.

. Participated in development and implementation of a new ticket system

and billing platform that resulted in greater work efficiencies.

. Assumed temporary management roles in other departments/divisions as

requested in absence of regular staff member.

. Supported hiring and recruitment process with HR and contributed to

keeping attrition rate at or below3%.

Customer Care Manager (2001 - 2008)

Managed staff and operations within a 24/7 call center environment for a

facilities based telecommunications carrier. Trained, coached, and mentored

Customer Care Representations and supported HR with recruitment and hiring

of new staff as warranted. Worked closely with 3rd parties such as AT&T,

Global Crossing, Cisco, Nortel, and various equipment vendors to maintain

the Globalcom SLA with customer base. Supported staff of sales

representatives in account transition from prior provider. Ensured that all

billing inquiries, service outages, and service changes were processed in a

timely and accurate fashion.

MICHELLE WILKINSON

PAGE TWO

Key Achievements:

. Developed training manual for Support Services and trained staff in

multiple departments on new product offerings, pricing, and

companywide procedures for uniformity and consistency of operation at

all levels.

. Participated on various task forces with outside consultants,

established new procedures that revamped quality assurance, and

greatly enhanced customer satisfaction.

. Created and instituted client dispute process that enhanced customer

relations and productivity.

. Applied ongoing training and development of representatives that

resulted in decreased amount of credits given to customers by 25%.

. Lowered number of dropped calls by 40% within 1 month on board as

manager of the group.

Account Relations Manager (2000 - 2001)

Managed largest revenue account base for the company. Accountable for

client retention, troubleshooting of service outages, and account

changes/adjustments made to the base. Promoted additional sales to

customer base and secured new revenue for the company. Administered

contract renewals of customer base.

Key Achievements:

. Played a key role in rapid business growth and greatly increased

revenue.

. Continuously met or exceeded defined sales quotas.

EXPRESS, INC., Oakbrook, IL (1999 - 2000)

Store Manager

Managed retail team and provided operational oversight for all store

processes and procedures. Accounted for incoming merchandise, arranged

sales displays, and stocked items. Reported on sales figures to corporate

office.

Key Achievements:

. Led team to surpass sales goals set by company each month.

. Established and instituted plans/programs that lowered inventory loss.

. Consistently received favorable reviews and promoted on 2 occasions

for exemplary job performance.

EARLY CAREER as a Store Manager, Nine West and Assistant Store Manager,

Express.

EDUCATION

College Credits Acquired

Michigan State University, East Lansing, MI

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