Customer Service Sales

Chan Gardner

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

Sandy Springs, GA *0328

*******.*****@*****.***

404-***-**** – Cellular

Sales Professional with over 20 years of diverse Managerial and Customer Service experience. Exceptional execution and delivery track record in the area of customer service, accounts payable and billing. Unique analytical skill-set in leveraged in assessing, identifying and meeting corporate and customer needs. Solution and problem-solving minded ability to develop and drive strategic plans with a focus on customer acquisition and retention with a goal of generating quality production and revenue while reducing and mitigating attrition. Demonstrated Leader with a proven record of effectiveness in motivating management, peers and staff to meet and exceed production plans and goals. Creates, facilitates and maintains Revenue, Quality Assurance, Quality Control and Compliance programming as well as Operational and Customer Service software systems. Kean emphasis on process enhancements and improvements for the purpose of executing the corporate vision, mission, and strategy. Strong Managerial skills with an emphasis on maintaining a productive, ethical work environment. Knowledge/Skill-Set

Quality Assurance/Data Accuracy Quality Control Analytical/Risk-Assessment Compliance (Corporate & Regulatory Client/Customer Acquisition & Retention Complaint Management Top Talent Recruiting & Retention Team Direct/Indirect Report Management-50+ Mentoring, Coaching & Developing Training Development & Facilitation Team Building Leadership & Performance Planning Accounts Payable/Accounts Receivable Budgeting and Planning Customer Billing & Reconciliation Pragmatic Decision-Making Problem-Solving/Root-Cause Detection & Remediation Client/Company Engagement Experience & Accomplishments

Drive Time – Sales Lead

2015 – Present

Responsible for “setting the standard” by maintaining and exceeding sales performance objectives.

● Ensure solid face-To-face Customer interaction for optimal customer experience.

● Manage weekly Quotas in adherence to company performance agenda.

● First Point of Contact Liaison on “hard to reach negotiations, and “discerning” customers.

● Processing of payments, and lifecycle management of customer documents for retention/recordkeeping.

● Maintaining and/or exceed Employee Engagement scoring standards in alignment with Corporate Culture and Vision.

● Coaching, developing and improve Agents’ knowledge and skill-set.

● Assisted with the development of Employee Performance Improvement Plans, when necessary.

● Acted when requested as a member of Complaint Management to “ease” customer escalations. Just Fitness for You – Sales Manager

2012 – 2015 (Contracted hours Negotiated per month)

● Researched, analyzed and implemented Client/Customers “Best Practices” improvements based on Retail, Business/Financial, and Technology standards and environmental changes of new and existing.

● Leveraged innate and learned skills to effectively research trends, and motivational techniques to improve customer retention, and boost revenue, by hiring and training “dynamic” talent.

● Managed across multiple “backgrounds” “client challenges”, and “personalities”, to bring out the best in clients.

● Ensure a proactive and healthy environment while maintaining the “chain of command.”

● Conduct inspections, risk-assessments and logistics planning exercises for seamless support execution at “turn-key” preciseness.

● Proven “hands-on” assistance and support Team day-to-day and urgent/critical situations/circumstances.

● Solved critical quality issues in proactively, reactive and possible interrupting situations.

● Kept abreast of and sharing knowledge of industry, internal, external and competitive landscape of business environments. Silver Leaf Resorts – Client Manager

2014 – 2014 (Contracted hours Negotiated per month) Responsible for Net New or Existing Business Revenue Goals per month as well as supervising and managing Client/Customer Relations.

● Reported and disseminated revenue plans and updates based on directional Corporate and Clients expectations.

● Reaching and maintained sales targets above and beyond expectations of projected revenue.

● Ensured the delivery of feedback based on auditing of financial gains to ensure the variance between inaccuracies in responsiveness prior to any “under-target” goals, and adjusted accordingly.

● Identified and made improvements based on accurate data, client/customer feedback and site-specific intelligence identified needs.

● Ensured constant communication between Vendor, Client, and Customer identified via a series of coordinated leadership and operational weekly calibration calls to update performance and provide directional guidance based on agreed dates. Le Cordon Bleu – Admissions Coordinator

2011 - 2012

Responsible for improving, and maintaining best practices by increasing qualified applicants, and promoting a pathway forward for culinary professionals.

● Responsible for recruiting qualified applicants for admissions to the college in accordance with state and federal accreditation and Institute policies and regulations, consistent with the highest ethical standards

● Conducted a high quantity of prospect phone contacts to secure weekly standard appointment set and interview activity, and to conduct follow-up activity with unresolved interviewees and future class applicants.

● Consistently conduct follow-up monthly at minimum with all applicants to ensure successful matriculation. Assist other personnel and departments with data collection and problem solving.

● Managed inquiries to achieve prompt contact and performance activity; utilize approved Created Ad Hoc reports utilizing data pulls.

● Ensured accuracy and data integrity of reporting.

● Administered performance improvement plans, utilizing daily coaching and development feedback based on generated reports and individual accuracy.

● Consistently disseminated Executive Management’s directives and strategic goals to Team to ensure performance objective resulting in value added were met.

● Participated in appropriate recruitment and enrollment activities including: open houses, regional presentations, training sessions, orientation programs, career days, etc.

LA Fitness – Assistant General Manager for Sales

July 2004 – January 2006

Responsible for meeting corporate revenue targets, as well as supervising and managing Client/Customer Relations.

● Managed multiple time shifts, payroll audits, and work assignment, as well as performance budget allocations.

● Opened and Closed funding and reconciliation on a daily basis.

● Ensured the implementation of the Manage by Walking Around (“MBWA”) corporate program resulting in high-quality and integrity of Client Satisfaction was meet before, during and after services.

● Maintained superior professional standards in locations winning and being recognized for numerous client and company commendations for high-quality and revenue growth.

● Responsible for managing and supervising in all aspects.

● Led in the distribution of Cash Awards, Gift Cards incentives and other Representatives awards programs.

● Manage Accounts Receivables (via cash, check, and credit payments).

● Responsible for Employee and Client relations building. County Line Motors – Sales Associate

2009 2010

● Greeted and actively listened to customers to uncover purchasing needs and provide recommendations based on automotive requirements.

● Processed accounts and work orders with 99% accuracy rate.

● Maintained exceptional sales quota resulting in “Top 5%” of 400 sales agents in a nation-wide competitive initiative.

● Ensured and maintained pertinent client/payment information.

● Reduce Client retention and “Save” when possible.

● Served as a Corporate/Consumer communication and needs “Gap-Closer” bridging desired outcomes for “Win for all” results.

● Worked with Supervisor on morale boosting initiatives and incentives to ensure productivity, compliance and quality assurance/controls goals were met in a harmonious environment.

● Demonstrated vehicle functionality and explained options, accompanied prospective customers on test drives, and explained costs associated with purchase.

● Scheduled prospective customer appointments to direct sales traffic to dealership. The School of Vanguard – Event Coordinator

2008 - 2009

● Assisted in the planning, organizing and implementation of recruitment activities directly related to targeted groups.

● Establish eligibility parameters of new students; monitor eligibility of continuing students; provides orientation for new students and assist with registration; work with counseling staff as part of the counseling program; assess needs for tutoring and arrange for same; provide academic, career, and personal counseling, including the development of educational plans.

● Prepare and coordinate on-campus programs

Sawyer Realty Holding Property Leasing Manager

2004 – 2006

● Assisted with administering tenant occupancy including providing the new tenant with an introduction letter regarding emergency contacts, insurance requirements, rent collection procedures, and maintenance request procedures.

● Conduct periodic inspections of the property and tenant spaces to ensure compliance with leases and the proper upkeep of the property

● Ensured that property and lease files are properly maintained and kept up to date in accordance with company policy. Prepare and maintain appropriate tenant lease files, records, correspondence and file notes.

● Complied with federal, state and company policies, procedures and regulations.

● Complete maintenance Service Request and inform the maintenance team.

● Answered questions for residents about community, repairs, rent, rules, etc. Follow up on a timely basis if unable to respond to residents on all matters.

Education

Morris Brown College – B.A

(Marketing Concentration)

Areas of Professional Specialized Training

Six Sigma Effective Communications

Retention & Recovery General Management

Productivity & Profit Management Leadership of Large Groups Procedure Analysis Stream Line Operations

Operation Management Accountability Inspection

Procedure & Performance Initiatives Process Improvement Team Building & Culture Transitions Objective Responsiveness References

Available upon request.

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