Customer Service Sales

Sue Koziol

Email: *********@********.***

Address: **** ****** ****** *****

City: Orlando

State: FL

Zip: 32825

Country: USA

Phone: 407-***-****

Skill Level: Director

Salary Range: 70

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Sue K. Cloyd-Koziol

8956 Tuscan Valley Place, Orlando, FL 32825

Home: 407/282-1763, Mobile: 630/399-8098 ; E-mail: *********@********.***

I am a highly creative and energetic sales/marketing executive with extensive experience developing and implementing external and internal campaigns/programs and increasing sales. I work well independently or as part of a team environment. I am motivated by exceeding expectations of clients/co-workers and delivering exceptional customer service. I offer unique solutions to objectives and excel in time sensitive situations and project management. Ive successfully driven diverse teams, internally and externally, to achieve personal and company goals.

Professional Experience

Europe Displays International LLC,Winter Park, FL

Vice President of Sales, Marketing Client Services,February 2003 to present In less than 6 years, grew a business with revenues in excess of $5M yearly, that builds over 500 stands a year for mainly North American clients at international tradeshows and employs 10 people Personally closed 70% of 2012s revenue through the 3rd quarter for my team 34% of my 2011 revenue was new business achieved a 49% growth in revenue from 2010 clients In 2007, opened a Canadian office to help facilitate the award of Canadian government contracts that result in revenues of over $500K annually Responsible for sales and marketing efforts, including direct mail and website development Coordinates and manages client requirements to subcontractors in Europe to ensure clients exhibition stand is built to meet and exceed their expectations and come in on budget. Currently manages multiple subcontractors to ensure the best pricing and quality for our clients. Wrote and negotiated subcontractor contracts Assists in the overall design of the stand and manages the engineering, project management, installation, dismantling, graphics, logistics and all related services of the stand. Extensive travel, both domestically and internationally is necessary. Stands range in size from as small as 8 square meters to over 900 square meters

Direct Response Corporation,Glenview, IL

Vice President of Operations, December 2001 to January 2003 Responsible for all inbound and outbound operations (100K+ calls monthly) for a third party, 70 seat contact center with 7 direct reports 75% of clients were in the cable television industry, but we also represented a variety of clients doing sales, lead generation, order taking and telemarketing Within 6 months, implemented a new organizational structure that better utilized talent, finalized the purchase of a new phone switch and rewrote the company handbook, updating several guidelines including dress code and attendance. Was also responsible for finding a new location for the call center, allowing for expansion Rolled out a performance management system that included for the first time, reporting showing productivity on a daily, weekly and monthly basis that helped set goals for employee performance and client satisfaction Revised the new hire and on-going training programs

Ameritech New Media (now ATT), Chicago, IL

Senior Manager, Training and Performance Management, January 2000 to December 2001 Responsibilities included training, both new hire and on-going programs, performance management, quality assurance, incentives, attendance/FMLA and the daily operation, along with 4 other senior managers of a 200+ seat call center handling over 2M calls per year with a budget of $30M Call center was responsible for 90% of all sales and revenue growth for a business unit with revenues exceeding 156M Had 5 direct reports and managed 3 external vendors/consultants Established and implemented performance management guidelines and revamped incentive programs to align to these new guidelines resulting in sales growth and improved productivity for all sales channels Redesigned new hire training curriculum to merge a sales and service philosophy into one module instead of two and implemented e-learning Created a self-development/sales refresher course for current employees Selected outsourced telemarketing companies, negotiated the contracts and managed their operations Business unit won the JD Power Associates Cable/Satellite TV Customer Satisfaction Study in 2001 Responsible for VIP guest experience (entertainment, food and dcor for more than 300) at the tournaments main hotel for the Ameritech Senior Open from 1997 to 2001

Manager of WOW, September 1995 to December 1999 Was recruited along with 4 other managers to build and operationalize the regional call center for Ameritechs over-build cable television division. Had 3 direct reports and managed 5 external vendors Responsible for developing process, performing gap analysis, setting standards and building a business from 0 customers in May 1996 to over 312K customers by December 2001 when the business unit was sold Represented call center as a marketing liaison to ensure accurate call forecasting, employee scheduling and education Responsible for the design, analysis and implementation of incentive programs for all sales channels, which included over 375 management and non-management employees Responsible for all internal sales communication, training and marketing strategy for over 1500 employees, which required cross-department coordination and extensive work with external advertising agencies Responsible for developing and maintaining a sales culture within the organization that ensured our ability to meet and exceed goals Developed and managed direct mail efforts that resulted in above industry standard response rates

American Cablevision, (now Bright House Networks), Indianapolis, IN

Commercial Marketing/Sales Manager, July 1995 to September 1995 Responsible for marketing cable service to the commercial arena with an emphasis on new products and special projects that required contract negotiations with corporate offices and senior management Focus was to the retail and restaurant market within the downtown area

Customer Service Manager, July 1988 to July 1995 Responsible for all incoming calls of a cable television system with 83,000 customers Calls represented 75% of all new sales and 100% of all upgrade sales via the 20 customer service phone lines. These lines also handled customer requests for billing explanations Managed 8 service repair phone lines Major responsibilities included: Long and short-term planning and management of the operational and capital budget Supervision, development, scheduling, coaching and training of 35 employees (4 being direct reports) Increasing sales and stimulating employees personal growth by creating and implementing incentive programs, minimum performance standards and revamping training programs

CIC Enterprises, Indianapolis, IN

Director of Customer Service, April 1987 to May 1988 Responsible for multi-level call center which expanded from 50 to over 100 associates Handled budgeting, forecasting, recruiting, scheduling, training and personnel functions, including representing the company at all unemployment hearings Instrumental in developing a training and operations manual and creating incentive programs

Account Executive, July 1986 to April 1987 Management of 75 plus Fortune 500 accounts via extensive phone contact and travel Servicing required multi-media presentations and creation of monthly reports Responsible for developing the sale, providing proposals and negotiating the clients contract

Education

Indiana University, Bloomington, IN

BA in Political Science

University of Denver, Denver, CO

Time Warners Accounting and Finance for the Operational Manager

Organizations and Activities

Trade Show Exhibitors Association

Member since 2008

Call Center Measurement Summit, an industry conference, Las Vegas, NV

Featured speaker on automating performance management tracking

Call Center Week, an industry conference, Chicago, IL

Featured speaker on employee retention and motivation

International Customer Service Association (ICSA), Chicago and Indiana Chapter

Indiana Chapter President

Cable Television Administrative Marketing Society (CTAM), Chicago and Indiana Chapter

Great Lakes Regional Board Member and Indiana Chapter President

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