Sales Customer Service

Elizabeth Eagan

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

Address:

City: Maricopa

State: AZ

Zip: 85138

Country: USA

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

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dynamic corporate training expert who delivers concise instruction with clear objectives on job roles and expectations. Seeking a role as a Staff Development Training Specialist.

Educational Background:

High School Dipolma from The University of Phoenix, Phoenix AZ 1/2001 to 1/2012 (Management)

High School Dipolma from University of Phoenix, Phoenix AZ 1/2001 to 11/2012

Job History / Details:

Summary

Dynamic corporate training expert who delivers concise instruction with clear objectives on job roles and expectations. Seeking a role as a Staff Development Training Specialist.

Highlights

Curriculum development and assessment

MS Office proficient

4 years of training in Customer Service

Creative lesson plan development

Excellent classroom management

Learning style assessment

Performance assessments

Clear public speaking skills

Instructional best practices

Cross-training specialist

Interactive teaching/learning

Innovative lesson planning

Mastery of Adult Learning Model

Active listening skills

Group Instruction

Instructing

Instructional Methods

Kinesthetic Learning

Learning Modalities

Learning Strategies

Accomplishments

Material Development

Created doctoral and social science curriculum targeting sales staff to create an engaging educational experience.

Team Building and Leadership

Created collaborative classroom experience through Enterprise Learning and College Deans.

Training

Delivered training modules to inter-departmental teams to ensure smooth adoption of new program.

Completed training on-time and under-budget.

Program Management

Initiated and managed Professional Development programs, incorporating innovative technology with class curriculum for greater learning opportunities.

Learner Development

Increased learner standardized test scores by 20 percentage by introducing more effective learning techniques such as technology integration and learner-run lesson plans.

Education Strategies

Employed special educational strategies and techniques during instruction to improve the development of language, cognition, and memory to engage potential clients.

Plan Development

Planned and conducted activities for a balanced program of instruction, demonstration, and work time that provided students with opportunities to observe, question, and investigate.

Goal Setting

Established clear objectives for all lessons/projects and communicated with students, achieving a total understanding of overall class expectations.

Creative Lesson Planning

Motivated staff to engage with course materials for College of Social Sciences course by organizing the Associate Dean to speak at monthly meetings about his personal experiences in developing Human Services programs.

Experience

March 2012 to October 2012

Apollo Group Inc Phoenix, AZ

Master Learning Facilitator

Developed and implemented engaging and interactive learning mediums to meet academic, intellectual and social needs of staff and increase student understanding of course materials. Routinely met with college deans regarding curriculum issues and staff retention and learning concerns to discuss solutions. Received high remarks for the creativity and effectiveness of curriculum lesson plans and instructional techniques from staff, deans, and academic affairs. Secured $200K in new funding from internal resources through proposal writing. Earned positive verbal/written feedback from managers regarding increased curriculum effectiveness and improved staff retention.

November 2008 to February 2012

Apollo Group Inc Phoenix, AZ

Learning Facilitator

Applied progressive teaching principles to 49 classes of 30 students, improving standardized tests scores by 17 percentage in six-month period. Performed staff background reviews to develop tailored lessons based on learners' needs. Used variety of teaching techniques to encourage student critical thinking and discussion in enrollment new hire course.Taught doctoral education courses to diverse classes of 20 students. Established and enforced rules for behavior and procedures for maintaining order among a class of 30 learners. Developed, administered and corrected assessments in a timely manner. Presented at 3 industry conferences to audiences of 100 students and leaders in the field. Earned positive verbal/written feedback from managers regarding unmatched classroom instruction and student learning success. Achieved and maintained scores of 94th percentile on new hire facilitator surveys.

August 2008 to November 2008

Apollo Group Inc Phoenix, AZ

Senior Doctoral Enrollment Advisor

Implemented a consultative selling approach on all inbound and outbound calls. Acted as a liaison between outside sales representatives and 300 accounts. Team Referral Leader and generated 10 referral leads weekly. Contacted new and existing customers to discuss how their needs could be met with specific programs and services. Completed an average of 85 outbound calls daily, with average conversion rate of 8 percentage . Maintained detailed account records and contact logs using SalesForce.Achieved a 90 percentage customer retention rate. Created strategies to grow customer base which resulted in a 5 percentage increase in monthly sales. Consistently exceeded team sales goals by 15 percentage .

June 2007 to July 2008

Apollo Group Inc Phoenix, AZ

Doctoral Enrollment Advisor

Surpassed annual quota by 29 percentage . Answered customers' questions regarding products, prices and availability and emphasized product features based on analysis of customers' needs. Collaborated with colleagues to exchange selling strategies and marketing information. Used networking opportunities to create successful, on-going business relationships. Scheduled and attended at least 20 appointments per week. Created strategies to develop and expand existing customer sales, which resulted in a 17 percentage increase in monthly sales.

Team Referral Leader and generated 7 referral leads weekly. Contacted new and existing customers to discuss how their needs could be met with specific programs and services. Completed an average of 70 outbound calls daily, with average conversion rate of 6 percentage . Achieved a 90 percentage customer retention rate. Consistently exceeded team sales goals by 15 percentage .

October 2006 to May 2007

Victoria's Secret Stores Phoenix, AZ

Talent Co-Manager

Managed team of 42 of professionals. Reduced and controlled expenses by reworking staff schedules and controlling shrink percentages. Developed department's Christmas incentive performance plan which motivated staff and resulted in an 8 percentage increase in sales. Served as mentor to junior team members. Initiated program that standardized employee training and led to increase in customer satisfaction by 12 percentage .

April 2006 to August 2006

SC Design Inc Tempe, AZ

Customer Care Manager

Managed team of 6 of professionals and 45 contractors. Reduced and controlled expenses by reducing & percentage paperwork errors and increasing productivity by 11 percentage . Defined and directed strategic initiatives and business plan for new transportation plan to increase travel efficiency while meeting planned budgets.

February 2006 to April 2006

Pacific Coast Floors Phoenix, AZ

Service Manager

Managed team of 26 of professionals and 20 contractors. Developed department's first incentive performance plan which motivated staff and resulted in a 23 percentage increase in sales. Surpassed revenue goals in one month. Built financial model for new business location. Created financial plan covering six months and projecting 50 percentage growth. Increased profits by developing, initiating, and managing a service training program.

April 2003 to February 2006

Pacific Coast Floors Phoenix, AZ

Branch Manager

Successfully managed the activities of 6 team members in multiple locations. Created training manuals targeted at resolving even the most difficult customer issues. Reduced amount of employee overtime by 12 percentage by effectively delegating tasks. Monitored the daily activities of 4 customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Effectively managed departmental expenses to stay within allocated budget.

January 2001 to April 2003

Pacific Coast Floors Phoenix, AZ

Inside Sales Consultant

Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts. Managed organization's largest region and performed full sales cycle duties, increasing annual sales by 23 percentage .Established more than 30 new accounts, earning a combined profit of over $1M. Recognized as top sales generator, increasing sales level by 15 percentage in 2002 alone.Retained and ensured proper handling and care of 150 existing client accounts. Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers. Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients. Consistently met and exceeded department expectations for productivity and accuracy levels. Prepared monthly commissions payroll reports for 10 sales representatives. Received company Employee Performance Award after maintaining record sales achievement of 10 percentage growth five months in a row.

Education

Jan 2014 The University of Phoenix Phoenix, AZ

Master of Science Management

Coursework in Consulting.

University of Phoenix Phoenix, AZ

Bachelor of Science Management

Coursework in Business Management.

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