Sales Manager

Jody Kaptena

Allstate Customer Information Center

Performance Coach,

August 2000 - January 2004

1. Accurately monitor performance against company objectives.

2. Identify learning opportunity areas and develop action plans for improvement.

Identify individuals needing periodic retraining to maintain/improve performance.

Train, lead, and motivate Customer Insurance Professionals.

3. Clearly identify special talents and capabilities of individuals. Recognize and

reward individuals to assist in maintaining a positive attitude.

4. Openly communicate with the various levels of management.

5. Generate and analyze monthly reports in order to identify areas of strength and

learning opportunities.

G.E. Financial Assurance

Unit Supervisor,

June 1996 - June 2000

1. Accurately assess and monitor call quality.

2. Quickly identify and discuss learning opportunity areas.

3. Set individual goals and develop action plans.

4. Use positive reinforcement to motivate and build on the opportunities within each

situation.

5. Train, motivate, and coach individuals to improve quality of work.

6. Generate and analyze weekly/monthly reports to identify trends, along with taking

steps to effectively solve the problem.

7. Successfully maintained percentages above corporate standards on a variety of

business services. Surpassed the enrollment objective at 134%.

Walmart

Department Manager

May 1995 - May 1996

Manage department staff.

1. Train, monitor, and guide individuals.

2. Set up creative presentations to improve merchandise sales.

3. Develop and implement contests to attract customers and increase sales.

4. Order merchandise in a timely manner to assure stock is always on hand.

5. Generate and analyze weekly/monthly reports.

Joliet Dental Office

Dental Assistant/Receptionist

August 1978 - June 1982

1. Friendly interaction and communication with patients and co-workers.

2. Efficiently and effectively maintain important patient and office records.

3. Handled a multi-line inbound phone call system.

4. Schedule appointments, fill out and file insurance forms.

5. Assist fellow coworkers when called upon.

6. Sterilize instruments and rooms before setting up rooms.

7. Take and develop x-rays.

8. Answer patient questions and teach/train correct procedures to be followed.

Dr. Sweetnam & Associates

Dental Assistant/Receptionist

June 1975 - July 1978

1. Friendly interaction and communication with patients and co-workers.

2. Efficiently and effectively maintain important patient and office records.

3. Handle a multi-line inbound phone call system.

4. Schedule appointments, fill out and file insurance forms.

5. Assist fellow coworkers when called upon.

6. Sterilize instruments and rooms before setting up rooms.

7. Take and develop x-rays.

8. Answer patient questions and teach/train correct procedures to be followed.

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