Customer Service Sales

Harvey Plamondon

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

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

City: Scottsdale

State: AZ

Zip: 85266

Country: USA

Phone: 480-***-****

Skill Level: Director

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

HARVEY J PLAMONDON

6696 E Red Bird Rd Scottsdale AZ 85266

480-***-**** - Email: *********@********.***

SUMMARY OF QUALIFICATIONS:

OPERATIONS MANAGEMENT, CORPORATE EXECUTIVE, HR ADMINISTRATION, PROJECT MANAGER LEAD, SALES AND SALES MANAGEMENT FORERUNNER. 15+ years of comprehensive and diversified management success in a broad range of business environments, adaptable to any organization; demonstrated expert ability to integrate resources and people, resulting in enhanced business culture, teamwork, growth and profitability.

* GREAT REFERENCES (e.g. LinkedIn; more on request)

* Received corporate award: -MOST COMMITTED EXECUTIVE OF 2008-

* Seasoned HR Skills; Talent Acquisition, Training and Development

* Integrity, loyalty, dependability, adaptability; solid work ethic

* A visionary who sees the -big picture- - adept at conjoining sales, technical and operational objectives to meet corporate projections

* Effectively cultivate, manage and direct multi-departmental groups to meet and exceed corporate goals and objectives

* Professional understanding of human nature and the importance of positive communication, fostering healthy team spirit and success in demanding fast paced environments

* Expert oral and written communication skills, manifesting polished negotiating and influencing talents

* Able to resolve second-level client escalations and/or employee disputes from multiple departments, using solid collaboration and mentoring skills with internal managers, associates, external business partners and other stakeholders

* BBB complaint resolution, achieving 100% resolution success, over 5+ years

* Demonstrated acuity in defense groundwork preparation for legal counsel; thorough and attentive to detail

* Diversified, sound business acumen and polished collaborative skills with strong Customer Service orientation creating an amiable and professional liaison for employees, superiors and all stakeholders

* Project Management Lead in regulatory mandates such as, IRS TIN Validation, PCI Compliance, etc.

* Purchasing, Inventory Control, Returned Merchandise Authorization (RMA)

* MS Project 2010, PowerPoint, Publisher, Word, Excel; Adobe Photoshop

PROFESSIONAL EXPERIENCE:

CAPITAL PROCESSING NETWORK, LLC (CPN) - Phoenix, AZ

2006 - 2012

Director Of Operations

Hired as Senior Recruiter and HR Manager; promoted to DOO within 3 months of hire. Lead and manage entire operations department for CPN, Independent Sales Organization (ISO), offering full service credit card processing to merchants throughout The U.S.A. Developed CPN`s first employee handbook; continued as advisory to HR. Supervised and directed inventory purchasing and equipment deployments, client contracts, customer service and technical support matters; recognized as key person in bridging the gap between the Operations and Sales Departments. Transactions include two legal contracts: an equipment leasing application and a bankcard processing application, requiring accuracy of confidential information (SSN`s, cancelled checks, bank statements, credit history, etc.) prior to contract processing/approval. Given 100% autonomy in hiring, training and development of PCI Compliance, TIN Validation and other departments under my watch:

* Relationship Managers:

- Achieved a 95% customer approval rate for all submitted clients/client applications. Attained 2-3 day turnaround from time of receiving paperwork, to application approval/completion with prompt 1-2 day goods` delivery.

- Cultivated a positive team spirit and corporate culture, resulting in long-term employee retention and minimum turnover.

* Customer Service:

- Trained associates and monitored service complaints, merchant bankcard statement inquiries, rate adjustments, Payment Card Industry (PCI) Compliance and Tax Identification Number (TIN) Validation issues.

- Cultivated a team of highly skilled customer service specialists - best in the industry

- Maintained a 12% customer attrition rate, approximately 50% less than the industry average.

- Met and exceeded goals by processing approximately 1,000 inbound / outbound customer service calls per month, in addition to 900 technical support calls.

- Eliminated errors in transferring vital interdepartmental information by initiating a CRM -single button operation- which allowed associates to correctly copy and paste information from this client database tool - Sage SalesLogix Customer Relationship Management (CRM); subsequently adopted for numerous other interoffice and outbound applications.

* Technical Support:

- Supervised a technical team who trained helpdesk technicians on setting up and/or re-programming credit card terminals and bankcard processing equipment, as well as training merchants on hardware and software usage (e.g., Verifone, Hypercom, Lipman Nurit, 4Access Orion, Magtek, First Data FD POS Value Exchange, etc.).

- Produced the best technical team in the industry, which contributed to low 12% customer attrition rate.

* Inventory Management:

- Maintained an adequate amount of equipment inventory (credit card processing machines, pin pads, check imagers, etc.) for quick inventory turnaround, thereby keeping corporate cash outlay at a minimum.

- Created and implemented an inventory spreadsheet, which auto-populated equipment reorder quantities.

- Designed an equipment -quick reference guide- for distribution within the company. This guide included equipment descriptions, features and photographs; greatly reduced sales, ordering and shipping errors.

M.D. PRUITT`S HOME FURNISHINGS - Phoenix, AZ

2002 - 2006

Sales Associate

Built sales revenue and profit by delivering stellar sales and customer service for a family-owned furniture company, which maintained a $4 Million inventory, company has been in business in the Phoenix area for more than 60 years. This extensive sales experience produced valuable, diversified and transferable negotiating and interpersonal skills.

Became a leader in achieving prestigious $1.5 Million in yearly sales volume and add-on sales.

* Achieved leading positions in overall sales production and won awards for exemplary sales revenue and customer satisfaction, consistently achieving or exceeding sales and profit goals.

* Respected by colleagues and served as a good example in providing a -model- for inexperienced associates.

LEVITZ FURNITURE - Tempe, AZ

1994 - 2001

Sales Associate

Excelled in home furnishings and mattress sales for leading furniture retailer du jour, establishing brand new location.

* Ranked in the top 10% in sales volume production among more than 50 company sales executives.

* Achieved #1 in branch volume for add-on sales, surpassing the #2 position by 100%.

* Received Chairman`s Club Award for outstanding sales performance.

* Entrusted with training, opening and closing responsibilities.

Experience prior to 1994 includes:

Sales Associate and Assistant Branch Manager at LEON`S FURNITURE (home furnishings and mattresses); Sales Manager at ALTERCALL TELECOMM SYSTEMS, INC. (business telephone systems); Manager, Sales and Marketing at SHELSTAR CUSTOM CABINETS LTD. (kitchen and bath renovations); Branch Manager and Licensed Realtor at BLOCK BROS REALTY LTD.

EDUCATION:

Project Management - GRADUATE

Computer Skills Institute, Phoenix, Arizona

Business Administration / Human Resources Administration - GRADUATE

Mount Royal College, Calgary, Alberta, Canada

Radio and Television Broadcasting; Media and Script Writing - GRADUATE

Career Academy School of Broadcasting, Toronto, Ontario, Canada

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