Sales Customer Service

Location:

Posted:

January 18, 2018

Resume:

Professional Profile: Excellent Written & Verbal Communication Skills, Sales, Inside Sales, Account Management, Territory Sales Management, Customer Service, New Business Establishment, Sales Supervisor, Mortgage Sales, Travel & Leisure Sales, Construction Sales, Business Development, Collections, And Pharmaceutical Sales.

Key Skills

Microsoft Office & Windows applications: Word, Excel, PowerPoint, and Outlook. MAC, Adobe Creative Cloud: Photoshop, Illustrator, In Design. Linux Fedora, Lotus Notes, SAP GUI, CRM Operations, Salesforce, LinkedIn for Business, Facebook for Business, Lexis Nexis, Act, Calyx Point, Encompass, Contango, CISCO Web Ex, PSM, Cruise Pro, Polar, CENTRAV, Cruising Power, Travel Bound, EVS1, DBL, Sabre, CT Desktop, RDS.

Professional Development Training I: The Sandler Selling System

Bronze Level Certification of Sales Professional, Houston, TX. USA

Silver Level Certification of Sales Professional, Houston, TX. USA

Professional Development Training II:

Celebrity Cruise Line Certificate of Training, Houston, TX. USA

Carnival Cruise Line Certificate of Training, Houston, TX. USA

Disney Cruise Line Certificate of Training, Houston, TX. USA

Education

Arts AAS: Graphic Arts: Independence University-2015-Current

Penn Foster Career School: Career Diploma-Freelance Writing-2012-2013

Mortgage Broker School of Fort Lauderdale: Certificate of Completion-Mortgage Processing-2005-2005

Keiser University: Business Administration, B.B.A.-2002-2007

Experience

RCI Cruise Consultant: International Cruise & Excursions (ICE) October 2017 to Present

Home based agent (HBE)

Created sales quotes for the current customers and prospective RCI clients.

Provided price quotes, created profiles, made deposits, invoices and final payments for all of the following cruise lines booking engines directly: Carnival, Royal Caribbean, Celebrity, Norwegian, Princess, Holland America, Costa, Crystal, Disney Cruises, MSC Cruises, Oceania, P&O Cruises, Paul Gauguin, Regent, Sea Dream, Silver Seas, Viking, Azamara Club Cruises, Cunard, Windstar, Hurtigruten, Star Clippers, Voyages of Antiquity.

Educated clients on travel destinations, and also guided customers based on their needs and preferences.

Managed a high volume, sales focused workload that met productivity goals and optimized sales.

Travel Counselor: Vacations To Go September 2016 to August 2017

Globally sold leisure travel in the niche of, cruise line, luxury cruise line, world cruises, cruise tours services, hotel and air to clients calling in from companies website.

Created sales quotes for the current customers and prospective clients.

Responsible for handling all aspects of assigned accounts.

Exchange in follow up dialogue daily with customers as needed via phone or email correspondence.

Serviced call back requests (CBR’s) and email only requests via online Web Quotes.

Booked airline arrangements through the cruise lines if applicable or utilized CENTRAV Air’s booking engine when necessary.

Set up pre and post transfers as needed.

Entered and tracked in the PSM customer orders and invoices into the system, as well as confirmed the order details are correct.

Booked Hotel arrangements through affiliates, Travel Bound and Professional Services.

Prepare correspondence, and fulfilled clients need to ensure customer satisfaction.

Answered customer’s inquiries via telephone and email in a timely manner.

Educated clients on travel destinations, and also guided customers based on their needs and preferences.

Managed a high volume, sales focused workload that met productivity goals and optimized sales.

Organized client correspondence and paperwork, maintaining accurate records physically and electronically.

Personally responsible for meeting monthly individual goals.

Responsible for the invoicing and submissions on all payments collected.

Re-capped all bookings disclosures statements verbally, and offered travel insurance through CSA Travel Protection to protect client’s initial investment against loss.

Certified training on an individual basis through the cruise lines online universities and learning portals, in order to enhance and strengthen selling skills and product knowledge. Also participated in onsite immersions trainings visits from the cruise lines directly.

Business Development Account Manager: Interactive Tel June 2015 to September 2016

Outbound cold calls made to prospects to demonstrate the use of SaaS Telephony Solution campaigns with focus and emphasis on targeting the automotive, marine, real estate, action sports, advertising agencies and enterprise clients.

Educated the prospects management team as well on our firm’s development of custom telephony applications that enables our Partners, Dealers and CRM partners the opportunity to offer custom call capture and recording solutions for their clients.

Generated leads though the Internet, trade shows, market research, outside sales as deemed necessary locally and head hunting the decision makers.

Demonstrated a high-end, quality performing SMS & Mobile Applications, Call Analytics, and Web Catcher services through WebEx presentations.

Offered our prospects and customers a broad choice of solutions from hosted telephony solutions, inbound and outbound calling recording and tracking, call center applications, interactive services to communicate with your web visitors instantly to complete network solutions for large enterprise customers.

Price quoted unified communication services starting at pre-packaged to tailored applications.

Helped boost client sales through customer service interaction.

Serviced active accounts by upselling new products and or other services that fit the client’s needs.

Set appointments for new product presentations with inactive clients in order to reestablish accounts.

Provided quotes to prospective owners and general managers of automotive dealerships that utilize call-tracking numbers.

Administrated the CRM, Salesforce daily in order to complete tasks, touch calls for follow ups, creating new prospects, servicing existing accounts.

Provided a portfolio of solutions to prospects that are highly scalable, secure, easily managed, and optimized to meet the evolving communications needs of the customer.

Aggregate Account Specialist: CEMEX September 2013 to March 2015

Outbound and inbound sales campaign responsibilities in the Florida market.

Managed a book of business, 678 active and inactive accounts.

Quoted and sold aggregate sand and stone products: limestone, granite, screenings, rip rap, lime rock base, bank & shore as well as natural sand products such as DOT concrete sand, 904-4 Under drain, Well point, commercial concrete, masonry, asphalt sand, clean fill sand.

Coordinated the cost of logistics and truck scheduling through (Tri-State Carriers).

Generated quotes and tracked contracts in SAP GUI.

Cross-sold additional product lines such as ready-mix, and building materials.

Made price adjustments by running a daily report through SAP GUI

Increased book of business through the sales training techniques learned in The Sandler Selling System.

Competed with Martin Marietta, Vulcan, Jahna, Conrad Yelvington, and Titan for pricing.

Maintained control of the small balance collections accounts through phone calls, emails to the client and also by the support and communication with our CEMEX credit department.

Re-established relationships with non-buying accounts that purchased in the past.

Organized accounts by market segmentation & targeted industries with aggregate usage.

Participated fully in Sandler Selling training sessions, meetings, skill building and professional development.

Developed and accomplished region lead generations plan to meet and exceed quarterly targets.

Traveled yearly to Florida Region to visit quarries and build closer relationships with CEMEX partners.

Managed budget forecasting, goal setting, time management and performance reporting.

Planned strategic brand-building events to expand the products portfolio.

Identified and coordinated in client relationship-building activities and meetings.

Cultivated relationships with key players in various industries to create ongoing and mutually beneficial referrals.

Identified issues with existing marketing material to drive process improvements.

Leveraged relationships with sales engineering, marketing and customer support through internal training programs.

Divisional Manager: York, Whitman & Associates June 2012 to September 2013

Cold called 100-150 calls per day prospecting new business.

Provided services on a contingency basis at a local, national and worldwide level.

Teamed with collectors and licensed credit-trained private investigators to assist in debt recovery.

Uncovered hidden assets, which may be used in a court of law.

Supervised and developed a group of 10 sales agents.

Reviewed and analyzed aging reports of assigned accounts.

Implemented customer service skills by resolving customer complaints, answering customer questions and provided solutions.

Communicated and interacted with upper level management and collectors on accounts.

Maintained CRM with customer accounts on a daily basis.

Trained new hires and assisted in the hiring process.

Supported office administration and HR as requested.

Personal Account Specialist I: TMS Health, ACS, A Xerox Company May 2011 to May 2012

Maintained and organized a book of business consisting of over 600 physicians nationwide.

Performed an average of 150 cold calls per day.

Improved the quality of communication between physicians and consumers.

Outbound calls to physicians and their medical staff to educate and bring up-to-date information on pharmaceutical

(AstraZeneca) products and services available for prescription to patients.

Communicated to medical offices, hospitals, grouped practices nationwide.

Fielded consumer inquiries resulting from pharmaceutical company sponsored print, Internet and television advertising.

Identified prospective customers using lead generating methods.

Built strong client relationships and provided high value-adding services, resulting in a 10% company market sales increase in 2011 for prescription drug Atacand (Candesartan Cilexetil) tablets.

Communicated regularly with territory, regional and strategic managers for daily support, and strategic planning for accounts.

Consistently met and exceeded department expectations for productivity and accuracy.

Retention Manager: One Source Telecom December 2007 to May 2011

Cold called an average of 150 calls per day using a predictive dialer.

Consistently hit and exceeded sales goals, averaging 800-1000 business landlines per day.

Advised & sold telecommunication options that was cost effective to the business.

Prospected customers by researching on the Internet and also other lead generating methods.

Established and advanced to long-term relationships with Verizon business policyholders & small business entities.

Participated in various incentive programs and contests designed to support achievement of production goals.

Identified and qualified customer needs, developed sales strategies.

Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.

Utilized client feedback to manage, train and develop a team of 15 inside sales representatives.

Reinvented how team interacts with prospective clients by developing innovative and creative sales pitches.

Communicated regularly with territory, regional and strategic managers for daily support, team building and strategic planning for accounts.

Met and exceeded department expectations for productivity and accuracy levels.

Sr. Bankruptcy Loan Manager: Northeast Funding Corp February 2003 to December 2007

Managed the production of 13 telemarketers through the process of hiring, training, coaching and mentoring to ensure smooth adoption of new mortgages programs.

Prospected homeowners in bankruptcy through Direct Mail approach.

Priced and quoted Chapter 13 bankruptcies leadings for financing.

Reviewed loan programs with appropriate lenders to assign appropriate lender to fit the prospects financial ability to pay.

Provided all of the following correspondence to lender: Commitment letters for motion to borrow funds to re-finance and pay chapter 13 plan, handled new property appraisal, obtained mortgage payoffs, 12-month mortgage payment histories or (post-petition histories if possible), trustees payoffs and 12-month trustee payment history.

Ran in conjunction with the bankruptcy attorney and trustee for each state (Massachusetts, Connecticut and Rhode Island) to insure that all payoffs to the unsecured debtors, trustee, attorneys and lenders are accurate to insure proper filing of the motion without the chance of court objections in order to obtain the final approval from the bankruptcy judge to proceed with re- financing.

Kept production numbers up to management protocols.

VIP Consulting Coach: RCI & Fairfield Resorts December 2001 to December 2003

Answered an average of 120 customer service calls per day in a call center environment.

Responded to customer inquiries on reservations, solved issues, provided solutions.

Upsold new vacation ownership opportunities to existing VIP & Gold time share clients.

Booked reservations through the point system in the CRM.

Provided trained input and suggestions to help improve vacation travel experience.

Maintained quality communication, customer support and sent catalogs as needed.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Cross-trained and provided back up to the training department for new hires when needed.

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