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Customer Service Sales

Chicopee, MA
October 18, 2018

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Susan M. Ventura 413-***-****

Administrative & Sales Support Specialist / Trade Shows & Events

Internal & External Customer Support Strategist

Record of success assisting companies in achieving optimal profit-generating status

Energetic, creative, and forward-thinking professional with an entrepreneurial spirt and highly developed communication skills. Possess people-oriented competencies to empower staff members and teams. Superior presenter, customer service provider, and relationship builder. Perform effectively in a highly collaborative, fast-paced environment.

Assist with daily growth and development of company and new business acquisitions. Experienced in identifying core issues and solving problems creatively, adding value to products and services. Detailed executive and sales support professional. Expertise includes:

Executive Support Sales Support HR Oversight Corporate Communications Ad-Hoc Reporting

Facilities Management Strategic Planning & Process Development Marketing Telemarketing

Public Relations Project / Event Planning & Management Trade Shows

Selected Accomplishments

Administrative Management / Sales and Marketing Support

Provided day-to-day administrative / marketing support to Vice President of Sales and Marketing, Regional Sales Managers, and dynamic sales team of 15 across 3 offices, delivering solid base of support to staff and increasing amount of time for in-field prospecting.

Oversaw all phases of office / facilities management, maintaining state-of-the art office facility and ensuring customer-ready environment at all times.

Afforded assistance in team building and new hire orientation by researching, planning, and participating in “funtivities” and training events to foster team building and sharpen collaboration skills. Created and produced new hire control books, guiding employees through first 120 days in the field.

Developed, planned, and coordinated over 60 trade show events successfully, enhancing company and product visibility in the market place resulting in substantial company revenue and growth from $10M to $123M in 15 years. Established and utilized relationships with Chambers of Commerce in designated territories, promoting company events and expanding networking opportunities for sales staff.

Prepared and generated proposals for sales presentations, tracking and recording effectively and efficiently all marketing results in daily, weekly, and monthly reports and submitting to management.

Aided with coordination and participated in phone and field cold calling blitzes and account data maintenance activities with new and tenured employees, helping sales team to successfully maintain focus during phone and field days. Dispensed individual database support with scheduling calls and inputting information, improving database utilization and information integrity.

Examined, produced, and coordinated documents for large Request for Proposal (RFP) presentations by working closely with Strategic Account Representatives.

Process Improvement / Customer Service

Established and implemented customer care program, focusing on retention and new business development. Worked closely with account executives, establishing rotating calendar of customer account reviews. Produced and provided ad-hoc reporting for annual, semi-annual, and quarterly account reviews, monitoring office equipment usage and service history. Established telemarketing program, observing and troubleshooting larger accounts and checking in with customers in unmanned territories effectively.

Coordinated targeted marketing initiatives by means of correspondence and telemarketing to customers with outdated equipment, advising of special promotions to upgrade equipment and scheduling consultations for sales representatives.

Improved work efficiencies by producing, maintaining, and archiving product brochures, sales forms, and presentation materials.

Susan M. Ventura Page Two

Process Improvement / Customer Service (Continued)

Created and implemented tracking reporting procedures, watching and correcting sales staff’s daily and weekly utilization of company database and resulting in 80% compliance with company-mandated database use requirements.

Enabled upper management and sales representatives to forecast and develop future business relationships and opportunities by recording potential future business into database on regular basis.

Chaired committee to identify best practices for large after sales deliveries. Successfully established and implemented companywide SOP for large equipment installations at schools, hospitals and large companies.

Communication Skills

Possessed superior customer service and customer relations skills and excelled at communicating with ease in an open and friendly manner, improving relationships and maintaining satisfaction.

Served as spokesperson, public relations contact, and events planner, making presentations to large groups of people.

Gained familiarity and experience with radio, television, and print advertising, utilizing training and background in radio announcing to leave professionally-recorded messages for customers calling in for service.

Professional Experience

Excel Technologies, Enfield, CT 2017 – 2018

Administrative & Sales Support / Domestic & Foreign Lead Management / Front Office Management

CBS (a Xerox Company), Holyoke, MA 2001 – 2016

Administrative Management Support / Trade Show and Events Coordinator / Customer Liaison

Front Office Manager / Sales Support

CAREER RESOURCE ASSOCIATES, Springfield, MA 2002 – 2008

Career Councilor / Telemarketer / Appointment Setter

Education & Certifications

Microsoft Office Power User Program, Computer Training of America, Palmer, MA

Coursework, Communications, Holyoke Community College, Holyoke, MA

Certification, Clerical Office Management, Massachusetts Career Development Institute, Springfield, MA

Radio and Television Broadcasting Certificate, Connecticut School of Broadcasting, Farmington, CT

Awards & Recognition

Above and Beyond Award, 2014 & 2009

Dedicated and Outstanding Performance (2), 2008

Employee of the Month, 2005

Technical Skills

Knowledgeable and proficient with Microsoft Office Professional 2010,

(Access, Excel, PowerPoint, Publisher, Visio, Word)

Quick Books 2016 For Windows

Outlook Calendar Management / Email / Internet, as well as most fax, copier, and answering machines

Adept with ACT database management and Falcon Technologies

Soaring database training, administration, and management

Sage CRM & ERP

Bamboo HR

Professional Telemarketer

Bilingual, Spanish – Intermediate Level

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