Customer Service Sales
Resume:
Wilder, Idaho *****
Phone: 208-***-****
Email: ***********@*****.***
Cheryl Way
Career Objective
Experience in handling a wide spectrum of customers, seeking a position as a customer relationship manager where I can successfully lead a team and ensure that the customer service delivered is of the highest standards possible, exceeding the set targets of the company.
Career Summary
Goal-oriented customer service specialist with immense experience in client relationship management and service-oriented roles; committed to achieving aggressive goals
Strong ability to lead and motivate people
Great interpersonal skills and pleasant personality
Proficient in training and supervision of personnel
Strong work ethics and skilled problem-solver
Demonstrated multi-tasking skills
Sound knowledge of the use of computer systems such as Windows, Microsoft Office and company specific software
Education
Bachelor of Science, Criminal Justice, 2000
Boise State University, Idaho
High School Diploma, 1996
Lewiston Senior High School, Idaho
Professional Experience
Statewide Operations Manager Maximus Federal Services, Boise, Idaho 2017-Present
Oversee daily operations of offices in Boise, Coeur D’Alene, Pocatello and Twin Falls of the Idaho Employment & Training Services Program, in tandem with Department of Health and Welfare (75% Remote Management)
Create and Implement Policies and Procedures for Compliance
Recruit open positions, monitor and review resumes
Conduct Interviews and hire suitable candidates
Staff out training models for new staff hires
Participate in weekly meetings with DHW and DOL
Oversee and respond to all complaints from customers through DHW
National Recruiter & Event Manager Flair Events, Headquartered in Tualatin, Oregon (Telecommute Position) 2015-2017
Manage Eastern Territory, comprised of 157 stores and 80 independent contractors for demonstration events//Also did staffing for secondary contract for I-9 employees
Exclusively managed pilot program for contract for 12 months; transitioning Ambassadors to new roles
Recruit open positions, monitor and review resumes
Conduct Interviews and hire suitable candidates
Train new hires for the demonstration product line
Schedule employees for demonstration events
Coach and develop employees
Communicate with Corporate performance, Work in tandem with Territory Sales Managers
Terminate employees when needed
Manage Weekend Check-in of Independent Contractors
Operations Supervisor Maximus Federal Services, Boise, Idaho 2014-2015
Supervise call center operations and all related contact center activities for all Customer Service Representatives
Monitor the performance of Customer Service Representatives and provide feedback and education to staff to improve quality and performance
Assist with establishing performance goals and measurements for Customer Service Representatives
Ensure Customer Service Representatives effectively communicates with callers via live and recorded monitoring
Work closely with Call Center/Workforce Manager and Quality Assurance/Training Manager regarding staff performance and training needs
Assists in training of new staff
Complete daily and/or weekly reports
Educate callers about the Affordable Care Act, eligibility screening, application, inquiry, complaints, claims, exemptions, appeals and enrollment procedures, including Medicaid program benefits and policies; and provide information on initial eligibility determinations
Admissions Representative Milan Institute, Nampa, Idaho 2011-2014
Manage inquiries to make prompt and effective contact with potential students to exceed monthly enrollment goals
Acquire new student inquiries (Personally Developed Referrals) by directly asking phone and in-person contacts about referrals of others to enroll.
Schedule and conduct interviews, pursue qualified candidates for enrollment, and determine appropriateness of candidates for admission based upon career goal compatibility
Participate in recruitment and enrollment activities including: open houses, orientation programs and career days
Consistently conduct follow-up with all applicants
Owner Helping Hands Horse Boarding, Kuna, Idaho 2011-2015
Marketing services to equine related businesses
Maintain Bookkeeping and Client Records
Monitor and maintain equine health to include proper equine care and vaccinations
Maintain cleanliness of stalls, exercise areas, feeding areas and troughs
Personal Banker I Wells Fargo, Idaho Falls, Idaho 2010
Identify customer needs with applicable consumer lending and financial products, striving to maximize inquiries to sales
Engaging with customers to build relationships and assure a positive experience with new and existing customers
Mentoring to teller associates to support increased referrals for sales
Participating in weekly branch and monthly district call nights to advertise and schedule for appointments to sell various products
Associate Director of Admissions Brown Mackie College, Boise, Idaho 2008-2010
Overseeing Admissions Representatives to ensure conversion productivity
Conducting second interviews to verify student enrollment process and set expectations.
Sitting in on Admissions Representatives interviews for quality assurance and accreditation standards.
Training, mentoring and supervising Admissions Representatives
Manage inquiries to make prompt and effective contact with potential students to exceed monthly enrollment goals
Acquire new student inquiries (Personally Developed Referrals) by directly asking phone and in-person contacts about referrals of others to enroll
Schedule and conduct interviews, pursue qualified candidates for enrollment, and determine appropriateness of candidates for admission based upon career goal compatibility
Consistently conduct follow-up with all applicants
Participate in recruitment and enrollment activities including: open houses, orientation programs and career days
Mortgage Officer Statehouse Mortgage, Boise, Idaho 2008-2009
Promoted loans through public contact
Developed relationships with new and current realtors, builders and borrowers to promote continuous business
Interviewed and pre-qualified prospective borrowers
Advised borrowers of lock-in policies and ensured lock requests were completed accurately
Informed borrowers of loan options, market conditions, documents and other requirements needed to close the loan
Reviewed new loan guidelines, programs and updates
Assisted in processing and closing loans
Personal Banker II US Bank, Boise, Idaho 2007-2009
Identify customer needs with applicable consumer and business lending and financial products, striving to maximize inquiries to sales
Engaging with customers to build relationships and assure a positive experience with new and existing customers
Mentoring to teller associates to support increased referrals for sales
Conduct daily and weekly collections attempts on consumer and business accounts to prevent charge-off
Conduct site visits in the community to create new business and consumer clientele
Balance ATM
Notary Representative
Customer Service Specialist T-Mobile, Meridian, Idaho 2004-2007
Assist customers with account and handset concerns
Visually audit accounts recommending products to maximize sales
Provide floor support to speak with escalated customers for representatives
Mentor and train new and existing customers
Travel to call centers nationwide to provide training
Facilitate team meetings, training on new policies and procedures
Create team building activities to motivate achievement of top performance
Collections Specialist Capital One Financial 2003-2004
Manage and educate clients about debt reaffirmation, creating payment arrangements
Skip trace delinquent accounts
Mentor new employees
Facilitate team meetings, create team building activities
Provided floor support to take escalated customer calls
Individually handled customer correspondence
Participated in supervisor training program
Cosmetic Sales Consultant Mary Kay Cosmetics 2000-2003
Provide skin care education to clients
Maximize cosmetics sales by administering facials and glamour portrait sessions
Recruit new consultants
Volunteer Work
1997-1999, Lewiston Pregnancy Center, Lewiston, Idaho
1999-2000, Tree of Life Pregnancy Clinic, Boise, Idaho
2000, Ada County Neighborhood Accountability Board, Boise, Idaho
2000, Big Brothers Big Sisters, Thomasville, Georgia
2009-2013, Falcon Ridge Public Charter School Volunteer, Kuna, Idaho
2012-Present, EhCapa Bareback Riders, Nampa, Idaho
Professional Accomplishments
Only Event Manager/Recruiter to have 100% staffing in stores nationwide for Flair Events
2015-2016 #1 Ranking Event Manager Company wide, Flair Events
2013-2014 Ranking in top 5 company wide for Admissions Enrollment and Retention, Milan Institute
2009 Outstanding Assistant Director of Admissions, Brown Mackie College
2007-2008 Maintained Top Standing for Sales, US Bank
2005-2007 #2 Ranking Customer Service Specialist, T-Mobile
2003-2004 Consistently ranked within top 5% of Retention Sales, Capital One Financial
Professional References
Kelli Merrill Shannon Odegaard
Aaron Williams Bart VanRy
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