Customer Service Sales

Annamarie Daffer 253-***-**** ****.******@*****.***

SUMMARY OF SKILLS

** ***** ** ** *** Trainer

** ***** ** * ******* Therapist

** ***** ************** ******

** ***** ******** *******

WORK EXPERIENCE

PNW Insurance Group

Agent/Broker assistant Puyallup, WA. 05/2017- 10/2017

I am responsible for answering all phone calls, scheduling appointments, servicing the client’s policy, follow up on policy changes. We worked with 13 different insurance companies. I also created a few processes in order to get the office organized, Receiving Checks, handing all mail, scanning and faxing all documents. I work with Mortgagee companies and Real-estate agents. My biggest responsibility was Great Customer service and representing the Brokers.

I worked with Hawksoft, CMS, IBQ, Esign, Quick Books on line and desk top version, City and State web sites to find addresses and research property’s, county assurers sights, As well as all of the different insurance company’s we worked with.

Pipe Pro Plumbing LLC Bonney Lake, WA 12/2012- 05/2017

Co-Owner/Operator

In this Position I was Responsible for the day to day operations, as well as assisting in hiring office staff and Plumbers, Managed office staff, job board, scheduling and sales, setting up new processes. I worked with other business owners to share business leads, Setting weekly, monthly, quarterly and annual goals and making possible to achieve them. We as a company grew each and every year.

We worked with systems such as ESC, this is a dispatching system as well as scheduling and Client serving tool, We used Apple and Android tablets with the ESC program, QB on line and desktop system.

Armed with the knowledge of owning my own business and being a consumer I feel I have the knowledge and maturity to bring outstanding customer service to any business.

I have helped several businesses to achieve and even exceed their goals by showing my great work ethics, focus and determination, if you succeed I succeed.

CAREER ACHIEVMENTS

In working as a GM and Trainer in a clinical/spa environment for many years I have taught, developed and implemented procedures that would increase great customer service, employee retention, and sales. I took pride in reinforcing and coaching my team of sales representatives, Massage Therapists and Estheticians through intensive training and innovative sales techniques, massage techniques and facial techniques that would benefit our clients to live a healthier happier life. In focusing on consistency in training our staff we have continuously increased our Customer Service ratings, staff retention between 65%-70%, Memberships retention 45%-50% and 87% membership growth with an active member base of 1500. Product sales in one year went from an average of $500 each month to $2,500 for each month and 10% same store sales growth year after year.

Massage Envy Spa Kirkland, WA 8/2007 – 12/2011

Area Training Manager

In this position I was the Trainer for Massage Envy Spa of Bellevue, Federal Way, Mill Creek, Redmond, and Tacoma. Training was held within the Spa or at Head Quarters located in Kirkland. I trained the following career positions; General Managers, Assistant Clinic Administrators, Junior Clinic Administrators, Sales Associates, Licensed Massage Therapists, Estheticians and product used and sold within the Spa. I directed the training and development activities for all employees and worked with the Owner, Area Manager and General Managers to address any specific training needs. Assured training is effective and appropriate and meets the demands of a high performance organization. Developed and refined existing curriculum for instructor lead and online training programs for the Massage Envy brand. Documented and processed development as training gaps are identified or new processes are required. Partnered with General Manager Team to create and deliver training to address any knowledge gaps and worked cross-functionally with managers and employees to develop continuing education. Developed schedules that address all levels of training required by Massage Envy and prepared a weekly, monthly, and quarterly calendar to schedule these support training activities. Encouraged and supported the use of Massage Envy policies and protocol training booklets and online courses to address all required training. Inventoried, ordered, and distributed Massage Envy Manuals. Worked with all levels in the organization to identify, analyze and solve problems and create opportunities for continuous improvement. Coordinated and presented any state required training. Partnered with Human Resource Department to support recruiting activities with the 5 locations and completed the New Hire Training to assure a seamless on-boarding of new hires. Obtained and maintained Instructor Certification in CPR/ First Aid and Body Mechanic’s. Assisted with operations, training, and administrative functions within the 5 location’s on an as need basis.

General Manager

In this position I am responsible for managing day-to-day operations, supervision and evaluation of all clinic staff, achieving high client satisfaction and clinic productivity assuring compliance with company policies and procedures.

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