Customer Service Sales

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Ajay Suzann

RaaschManager, Customer Service or Inside Sales

AJAY SUZANN RAASCH

Location: Phoenix, AZ Ph: 602-***-**** Email: ************@****.*** URL: http://www.linkedin.com/in/ajaysuzannraasch

PROFILE

Decisive, results oriented leader with proven success in developing customer service programs in petroleum, print advertising, online media, retail, and telecommunications industries. Track record of delighting customers, directing staff, and spearheading operational improvements to increase service, drive productivity and reduce costs. Interested in a leadership role in which vision, progressive staff development and strategic leadership competencies are desired to achieve organizational goals.

PROFESSIONAL EXPERIENCE

Supervisor, Customer Service

Western Refining 2008 - Present Tempe, Arizona

Directed cross-functional teams to generate knowledge management, new processes and consolidate infrastructure. Created paradigm shifts to open effective knowledge sharing through introduction of a knowledge management culture, processes, and tools. Direct 2 team leaders; oversee team activities of 17 direct and indirect reports in an order entry focused inbound/outbound customer service call center environment. Report to senior management logistical call center achievements, while focusing on workforce management including: coaching, hiring, disciplinary actions and all call center logistics.

*Increased team's order entry activity by 40% while maintaining a 99.4% accuracy rate.

*Developed training database, including an online knowledge management system and classroom quiz program; created processes and policy training documents; 150 in a year and half.

*Established and monitored call center baselines in an effort reduce abandoned call ratios; 1% decrease within two months.

*Designed and implemented a quality assurance monitoring system; improved quality from 88% to 95% over four months.

*Responsible for 1MM budget, under budget by 80K.

Manager, Inside Sales

Move.com 2004-2008 Scottsdale, Arizona

Directed inside sales efforts for Welcome Wagon in an inbound/outbound call center environment; managed an Inside Sales team of 13, across appointment-setting, telesales, and data reporting/analysis functions. Responsible for sales coaching, commission processing, recruiting, hiring, training, and call center logistics. Reported directly to the VP of sales; provided support via strategic sales initiatives that assisted field agents achieve essential revenue growth.

*Launched Welcome Wagon's first Telesales (Inside Sales) team which contributed $170,942.58 revenue during its 1st year

*Increased appointment setter close rate from 18% to 35% through recommended & developed commission structure revision

*Led appointment setter team to achieve $6M in revenue for 2007 securing highest revenue grossing month at 900K, a 22% increase from August '07

*Developed an online contract eliminating paper contracts, reduced contractual errors by 25%, increased the professional presentation of our contract, while increasing productivity

AJAY SUZANN RAASCH

Team Development Leader/Trainer

AT&T/AT&T Wireless 1993-2003 Mesa, Arizona

Supervised team of 12-20 inbound customer service representatives; led through metric monitoring, Centre Vu call statistical analysis, motivated for achievement through one on one coaching and weekly team meetings.

Assistant Store Manager

Ran downtown retail store managed and developed a professional sales force to ensure achievement of store revenue targets, operational goals and 100% customer satisfaction. Lead the team of 4 with highest sales, achieving 15 activations in one week along with the sale of our highest priced phone at $1,000.

EDUCATION

Arizona State University 2010 Tempe, Arizona

Bachelor Applied Science " Operations Management Technology - GPA 3.75

Pursuing Class of 2012

Rio Salado Community College 2006 Tempe, Arizona

Associate Applied Science in Quality Customer Service " 3.66 GPA

President's List; Honor Student

Awarded Telecommunications Customer Service Certification

Certification in Quality Customer Service

SKILLS

Maintaining a productive climate while motivating, mobilizing, and coaching employees to meet high performance standards

Innovative analytical problem-solver that will generate effective and efficient solutions that increase operational efficiencies while improving customer / client satisfaction

Computer-literate performer with extensive software proficiency covering wide variety of applications:

Proficient in MS Word, Excel, PowerPoint, Adobe Professional

Cisco Workforce Management, Lucent Centre Vu, PDS, ACT!, Salesforce.com - Administrative Level

Typing 50 WPM

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