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Customer Service Sales

Jacksonville, Florida, United States
February 21, 2018

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Led new hire training classes for multiple key account programs in various industries such as communication, financial services, retail, and technology (tech support).

Met with account clients and operations leadership regularly to review performance results and opportunities. Provided insight and updates to account program training curriculum. Exceeded training graduation and retention targets.

Developed and facilitated specialized culture and sales training for employees at North America and Philippines sites for retail account program. Certified instructor for the company’s supervisory coaching training required for all managers. Certified by SASES Center of Excellence, as instructor and to certify others.

Proficient knowledge utilizing MS Word, Outlook, Powerpoint, Excel, etc. and Mac products

Operations and Security Management

Led contractors and code enforcement officials to include scheduling, ordering, inspections, etc.

Directed multifaceted projects to successful completion and under budget.

Managed residential construction for up to 50 homes at one time.

Responded to and resolved escalated customer concerns and complaints.

Met with Sales staff to help formulate aggressive techniques and develop/facilitate training to improve sales performance results.

Supervised and developed a team of 33 dispatchers ensuring compliance with operational procedures and customer service satisfaction.

Created and implemented new practices and procedures to improve operational performance results. Tracked and maintained productivity reports.

Utilized outbound call management system (CMS) and IEX scheduling tool to ensure effective productivity of personnel in customer service and sales positions for multiple AT&T client projects.

Led and developed team of 18 telemarketing sales representatives in successfully enticing business customers to switch to AT&T products and services. Maintained personnel records including attendance, performance, developmental/disciplinary action plans and employee evaluations.

Supervised a flight (team) of 40+ personnel, tasked with base security and law enforcement.

Duties included but were not limited to enforcing all local, state and federal laws.

Prepared and distributed all correspondence for delivery to Base Headquarters.

Scheduled and facilitated training for direct reports and responsible for Airman Performance Ratings (evaluations).

Responsible for clearing all weapons in preparation for storage and distribution.


January 2011 – Present

Convergys Corporation, Jacksonville, FL


September 2009 – October 2010

Convergys Corporation, Jacksonville, FL

WFM Associate

January 2003 - October 2007

Engle Homes (Tousa Associates), Jacksonville, FL


June 2000 - August 2002

Crawford Homes, Jacksonville, FL

Warranty Coordinator

September 1999 - March 2000

AccuTemp Heating & Air, Jacksonville, FL

Dispatch and Sales Supervisor

November 1995 - May 1999

Media One, Jacksonville, FL

Dispatch Customer Care Coordinator

January 1993 - June 1995

AccuStaff Incorporated (a.k.a. Ranstad Staffing), Jacksonville, FL

Team Sales Supervisor for largest Client – AT&T American Transtech (ATI)

March 1991 - December 1992

Pinkerton Security, Jacksonville, FL

Security Officer

December 1977 - June 1986

United States Air Force, Charleston SC

Staff Sergeant E-5

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