Customer Service Sales

PROFESSIONAL OBJECTIVE

“Senior Level Director, Department Manager, Call Center Manager with over 30 years’ experience, and with a varied background in IT Applications, Sales Training &Coaching, Printing, Advertising, Customer Service, Medical Device Sales & Telecommunication’s, in both inside and outside sales. I have the ability to manage and train at all levels within a company’s structure, working local, national, and international accounts. I want to be able to use my abilities and my organizational management skills to their fullest. Looking to start a second career back in customer service.

EMPLOYMENT HISTORY

●24-7 Intouch, Contractor, VirginAmerica Airline, 2017 to Present

●RJF Business Consultants, Owner, October, 2010 to March, 2017

●Transcom, Training and Quality Manager, July 2015 to October, 2015

● Comcast Business Solutions, Cloud Desk Senior Consultant, August, 2014 to

August 2015

● Dex Media Solutions, Senior Digital Consultant, 2013 to August, 2014(Left for better

Opportunity).

● Mercury Payment Solutions, Channel Sales Trainer, 2012 to 2013(position eliminated)

● TransFirst, LLC. Channel Sales Trainer, 2010 to 2012( Position Eliminated)

● Super Media, LLC, Account Executive, 2008 to 2010 (company pulled out of Colorado)

● Denver Newspaper AgencyAdvertisingSales Executive, 1998 to 2008(Rocky Mountain News

Closed down.

● Dentsply Friadent CeraMedCustomer

Service/Sales Manager, 1994 to1998 (company closed)

● AT&T Broadband, Denver Metro Direct Sales Manager, 1985 to 1994(Telecom went down fast Position eliminated.)

EMPLOYMENT SUMMARY

Virgin America Airlines, customer Care Consultant, working with the ticketing, and follow up with guests that have bought or want to buy airline tickets. QA scores in the high 90% consistiantly.

RJF Business Consultants, Working with small to medium size business, setting up customer service departments, call center stations, basic computer skills, working with managers, and team leaders, as well as the company IT department. Train the inside personal as well to train employees.

Transcom, As the Training and Quality Manager, North America, I worked with Apple to

set up training for at home agents, Tier 1 technical solutions. I set up training classes,

scheduled international conference calls for the IT solutions desk, worked very closely with

Apple training managers in the US, coordinated and set up over 160 at home agents, with

equipment as well as soft phone installations. My contract was up and it was then handled

internally.

Comcast Business Solutions, Senior consultant on Cloud services being offered by Comcast.

Familiar with cloud vendors, build book of business, maintain book on current customers,

as well as call on new customers business. Working with fortune 500 to 100 and everything

in between. I have built a book of business from scratch to $300,000.00 in 8 months.

Dex Media, as a senior consultant my focus is on account management. I work with over

200 accounts, analyzing, and recommending marketing strategies that will best fit their

needs on the internet. My Yearly sales can range from $100,000.00 to a half a million

dollars. I am also charged with acquiring new clients as well, and have consistently been one

of the top producers. I am very proficient in several CMS, and have used Sales Force for the

last 8 years.

Mercury Payment Solutions, Channel Sales Trainer, developing training material,

establishing curriculum for sales, customer service for both inside and outside

sales/customer service, AMA certified, Dale Carnegie Sales Trainer certified, ISMM

certified. Rode with outside territory sales executives calling on customers, and presenting

products as well.

Transfirst, LLC, Sales Trainer, responsible for training, mentoring, creating sales

implementation material for both inside and outside sales. Worked with Sales consultants

on customer service best practices. AMA certified, Dale Carnegie Sales Trainer certified,

ISMM certified. Worked with outside sales consultants calling on accounts presenting

products and closing sales.

Super Media, Account Executive responsible for the maintenance of high volume advertisers,

National accounts, and for new account acquisitions. Worked the Denver metro area, as well

as maintaining existing customers in the Colorado Springs and southern Colorado area.

Built marketing plans using the internet, direct mail, and phone directories. Maintained a

monthly billable of over $108,000.00 with my client base.

The Denver Newspaper Agency, Executive Sales Consultant, I maintained a large

geographic area, as a consultant to all types of clients to analyze, and recommend the type

of advertising to help grow their company’s revenues. I was charged with securing new

business as well as continuing to service existing accounts. I built a comprehensive

marketing package including the internet, direct mail, as well as news print campaigns. I

was responsible for an average monthly goal in sales of over $140,000.00, with over 150

accounts. I also worked as a consultant for many large advertising agencies.

At Dentsply Friedent Ceremed, I was a Senior Level Department Head, directing 32 outside

sales consultants, and 15 inside sales consultants selling bone grafting material, as well as

dental implants. My team was responsible for a monthly production of $1,000,000.00 in

sales. I maintained relationships, in the continental United States, as well as working with

manufacturing facilities in Europe.

“THE AT&T EXPIRENCE

As the Direct Sales Department Manager, I built a new department for AT&T from the ground

up. My door to door team sold the full suite of products AT&T offered, to the state of Colorado,

with the main focus being the 7 metro counties in Colorado. The Denver Market was among the

top three markets for AT&T Direct Sales consistently. I designed and implemented sales

processes, salary structure, recruited all sales and administrative staff. My group generated in

just the first year of the new department, over $350,000 in new sales growth. My team was able to

acquirer over 13,000 new customers in 12 months. I maintained a $1.5 million budget.

Moving into my role as a Call Center Manager, for AT&T, I had a set geographic section of the

United States. I was responsible for 220 customer service and sales representatives, 8 supervisors

and was part of a team that managed an 850 seat call center. I have experience in managing from

a remote location, as I was based in Colorado. I was responsible for over 600, 000 customers

across the United States My customer satisfaction rating for my team was consistently at 90% of

higher.

As a Lead Project Manager for three different markets in the AT&T system, I was charged with

the migrating of calls back to local call centers in California, Denver, and Connecticut. I worked

from the regional call center in Denver. I ran the day to day operations in Denver for this

project, and traveled to the other states as needed. During this transition time frame, my teams

were able to maintain a customer satisfaction rating of 90 % consistently, and we achieved this

during the 10 out of 12 months of this transition.

EDUCATION

Adams State College Business Administration

Jones University Advanced Communication

Dale Carnage Sales Management/Trainer

Sales Master Senior Manager Training

AT&T, Tele. Management Training Courses

Achieve Global Team Leader/Trainer Program

Certifications

AMA Sales Trainer Dale Carnegie Sales Trainer

ISMM Certified Sales Trainer

Sales Force Trainer Super Media, Mercury, LLC, TransFirst, LLC

Courses/Associations/Memberships/Publications

Board Member, Denver Newspaper AgencyACTS

community relations group

Volunteer Rocky Mountain Adoption Exchange/Fund Raiser

Grand Knight, Knights of Columbus, Council 10205

President The Potenza Lodge

Journal of Dental Sciences (Publication.)

JOMI (Publication.)

Member/Denver &, Aurora Chamber of Commerce

Cable News/ (Publication)

Dale Carnage Salesman/Sales Manager Course

Sales Master/ Sales Manager Course

Member American Management Association since 1984

Board Member Cherry Creek Arts Festival

Board member Festival Italiano at Bel Mar

Board Member Senior Olympics Colorado

Complete References upon request

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