Customer Service Sales

Summary

. Professional with over ** years of extensive experience.

. Over 7 years of experience in Supervisory roles.

. Experience in Training & Development, Sales & Customer Service, Call

Center Operations and Senior Leadership.

. Results oriented professional and manager with creativity, strong

analytical ability, presentation skills and expertise in providing

strategic marketing insight and direction.

. Seasoned professional customer - center executive with superior

leadership, team building and financial performance.

. Proficient in communicating, motivating and speaking to team members to

enhance company's bottom-line objectives.

Skills

. Problem Solving Ability

. Project Management

. Customer Satisfaction

. Training & Development

. Efficiency Improvements

. Accomplished Speaker / Trainer

. Customer Retention & Strategies

. Training Material Development

. Persuasive ability to build rapport

. Computer / DOS-Windows

. Local Area Network (LAN)

. ABC Flowcharting

. IBM Profs

. Internet

. Mac Proficient

. ACSS Billing System

. Remedy Front & Back Office

. MS Word

. MS Excel

. MS PowerPoint

. Outlook

Experience

Verizon Wireless, Southfield, MI Mar 2011 to Present

Associate Director / Team Lead in Customer Service

. Led a team of (6) Supervisors and (72) representatives and (2)

administrative assistant.

. Reported to the Director of CS and the BAM and was responsible for the

daily operations sales and customer service.

. Maintained call center and vendor duties.

. Collaborated internally with decision maker's technical specialists,

program leads, managers, to facilitate effective integration of

training and vendor programs.

. Monitor company or workforce adherence to labor agreements for team.

. Developed training material & provided on-site train-the-trainer sales

sessions to increase indirect and direct vendor membership.

. Proficient using spreadsheet web components and systems managing

macro/micro commands concepts, planning, execution, modification and

interruption.

. Worked with CS, FS consisting of A/P & A/R clerks updating and

maintaining records concerning vendor invoices, review and assurance

that payments are sent within the appropriate time frame.

. Experience working in Union Membership.

. Monitor, motivate, train and developed a team of (12) coordinators on

technical language 3G/4G, CDMA, EVDO and technical

specifics/applications Remedy, RMS Back Office, P2K, ACSS billing

systems, staff development, and MS Office regular use was a must.

. Conducted interviews, provided coaching/development for FCR, handled

escalated calls, monitored attendance, prepared quarterly reviews

checking for all, or any client updates, or sudden changes in protocol

that had to be brought attention to all CSR's at a faced paced

training level.

Verizon Wireless, Southfield, MI Oct 2006 to Mar 2011

Supervisor - Sales & Customer Service

. Provides staff supervision, training, coaching and mentoring to

promote a service and sales culture.

. Instructed employees on company policies, systems and routines for

handing customer service requests, following prescribed training

program.

. Establish sales objective for the department to ensure success for

newly launched smart phones, broadband air cards, tablets, and other

data products.

. Spear-headed sales improvement in the 3rd and 4th quarter; up by 10%

from previous year implemented different call scripting and decrease

handle time by 45 seconds within the first two months after taking

over.

Verizon Wireless, Southfield, MI Sep 2004 to Sep 2006

Supervisor - Technical Support / Transition / Quality Assurance

. Filled in as center POC and Interim AD when needed handled escalated

callers, interviewed and recruited.

. Analyze historical data and analyze historical call volumes, project

budgetary expenses, and assist with determining training and new hire

numbers.

. Developed and prepared process training curriculum and training

material based on newly launched products, clients needs and feedback.

. Monitor, motivate, train and developed a team of (12) coordinators on

technical language 3G/4G, CDMA, EVDO and technical

specifics/applications Remedy, RMS Back Office, P2K, ACSS billing

systems, staff development, and MS Office regular use was a must.

Percepta, Dearborn, MI Jul 2003 to Aug 2004

Supervisor / Analyst

. Worked for Percepta, a global customer relationship organization that

manages all forms of contact with our clients' customers, prospective

customers, suppliers and distribution networks.

. Delegated to conduct training and workshops based on training needs

analysis of departments.

. Assisted with inbound calls from service personnel at dealerships to

confirm shipment of recognition and certification awards.

. Supported partners for Ford, Lincoln and Mercury dealerships to

examine required courses to complete master certification and

necessary HAZMAT training.

. Communicate professionally, clearly and grammatically correct to

customer inquiries and concerns; educate the customer on client

products vehicle warranties and claim services.

Polk City Directories / Info USA, Livonia, MI Mar 2002 to Jul 2003

Inside Sales - Account Manager

. Worked for a leading provider of business and consumer data, Infogroup

delivers the highest-quality mailing lists available.

. Utilize strong closing skills to meet and/or exceed sales goals.

. Successfully completed with major improvements of technical

application resulting in over 100% growth in dealership subscriptions

and over 100% increase in product revenue & fulfilment within first

year.

. Develop creative marketing plans for customers that deliver a solid

return on investment and provided consultative services by helping

business owners identify marketing/advertising strategies.

. Maintain a high level of product knowledge, policies, procedures,

contacts, and was accountable for appropriate documentation, sample &

promotional material fulfilment, follow up, and any additional actions

to ensure superior customer experience.

Education

. Central Michigan University, Mount Pleasant, MI, 2007

Masters of Science in Business Administration

. Xavier University of Louisiana, Gold Rush Basketball Player, New

Orleans, LA, 1998

Bachelor of Arts in Communications

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