Customer Service Sales

Sharice Frazile

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

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

City: Union

State: NJ

Zip: 07083

Country: USA

Phone: 908-***-****

Skill Level: Experienced

Salary Range: $70,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

SHARICE O. FRAZILE

1505 Rose Terrace Union, NJ 07083 ~ 908-***-**** ~ **************@*******.***

MANAGER - VERIZON MARKET RETENTION

Contributing significant impact to cost reduction and profit maximization through innovative market retention planning, sound operating standards and procedures, and reliable customer service framework.

Forward-thinking, Telecom professional with over 13 years experience in delivering cost-reduction strategies for a major Fortune 500 company serving thousands of employees and customers. Demonstrated strengths in organizational design and behavior, group dynamics, corporate sales, and management of diverse teams. Received numerous awards and bonuses for exhibiting excellence in performance, productivity, and growth strategies. Core competencies include:

* P&L Oversight * Program Management * Solutions Integration

* Strategic Planning * Continuous Improvement * Call Center Management

* Growth Strategies * Organizational Change * Team Building

CAREER SUMMARY & KEY ACHIEVEMENTS

Live Life Again Association, Linden, NJ 2008-Present

Director of Marketing/Fundraising

A 501c3 organization geared towards empowering victims of Domestic Violence.

* Plan, direct, and coordinate operational activities at the highest level of management with the help of subordinate managers.

* Effectively collaborated with other organizations to form an alliance with LLAA.

* Recruited 10 staff members and 20 volunteers to support the programs and endeavors of LLAA.

* Formulated Human Resource policies/compliance.

* Implemented business strategies and provided overall direction.

* Successfully incorporated the organization with Federal/Government agencies.

* Achieved 501c3 exempt status from the government and NJ State.

Verizon Communications 2000 - Present

Manager, Enterprise Retention (2010 - Present)

Lead planning, market retention direction/initiatives, and daily management of retail centers serving 100 employees and 10,000 customers. Manage design and implementation of customer service strategies and development of supporting personnel. Improved company's retention ratio by implementing model training program. Perform troubleshooting for win back process.

* Develop workflows in Legacy systems, which ensured a high-level of service quality for both internal and external business requirements.

* Research and organized data to prepare accurate estimates and schedules.

* Manage unionized call center consultants, provided ongoing feedback relative to call quality and training opportunities.

* Facilitate increased revenue volume and productivity, adding $60,000 annual to regional sales.

* Increase the development and retention of key personal through development of cooperative professional growth programs for team members.

Team Coach - Consumer Sales & Service (2005 - 2010). Trained, coached and motivated sales consultants to retain customers. Trained staff to promote bundled products used persuasive sales techniques, and high quality customer service strategies. Provided feedback and personalized plans of action for consultant skill development personalized. Interacted within sales consults to improve sales techniques, increase product knowledge, and build motivation. Utilized strong communications and interpersonal skills in collaboration with local team coaches, call center managers, and director.

* Ranked #1 Retention Team Leader in N.J Perform as role model for peers.

* Designed and implemented training program for "Whole House," embracing corporate mission to maintain its position as an industry leader.

Consultant - Consumer Sales & Service (2000-2005). Ensured residential customers of efficient, high-qualify service in an effort to promote customer satisfaction, retention, and sales of a full range of products and services (DSL, DirecTV, features, packages, international plans, wireless, etc.).

* Selected as Management "Apprentice" to participate in special projects.

* Developed workflows to ensure high-level of service quality in both internal and external business.

* Exceeded corporate sales objectives and milestone targets in continuous improvement program.

Horizon Blue Cross and Blue Shield of New Jersey, Newark, NJ 1991 - 1999

Senior Member Services Coordinator. Analyzed and troubleshot all aspects of customer inquiries via telephone and correspondence. Trained and developed service providers, sales personnel as well as other company representatives on a variety of business-specific information.

* As "Acting Manager," performed various special projects, including field visits and inventory reduction.

* Formulated and developed new training format for job performance of twelve subordinates.

* Instituted commendation program resulting in increased productivity.

EDUCATION

Bloomfield College--Bloomfield, NJ. B.S.--Business Administration. 1994.

University of New Haven-- New Haven, CT. A.S.-International Marketing/Business Admin. 1990

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