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Sales Representative Customer Service

Vineland, NJ
March 25, 2019

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Carleen DiPaola

Vineland, NJ 609-***-****

Human Resource Associate

Accomplished and results-oriented professional offering valuable experience working with diverse teams, assisting with critical business initiatives, and creating effective strategies to drive an organization. Recognized for fostering a team environment and motivating employees. Able to adapt in high-stress environments and maintain key partnerships with corporate decision makers.

Professional Skills

Customer Service Focused Team Leadership Talent Acquisition/Recruiting

Performance Management Workforce Development Strategic Business Planning

Relationship Networking Employee Relations Learning & Development

Public Speaking/Presentations Conflict Resolution Data Processing Management

Technical Skills: Microsoft Office Excel, PowerPoint, & Word (Advanced) Salesforce Oracle Systems

Professional Experience

State of New Jersey: Department of Labor & Workforce Development, Trenton, NJ 10/2013 – 9/2018

Business Services Specialist

Collaborated with Human Resource (HR) teams to streamline and track new/present employee training. Analyzed statistics to determine trends, estimates, and significant changes in the company’s workforce. Appointed as the Employee Partnership Grants and Incentives contact for business leaders and HR Managers providing reports addressing salaries, hours worked, and employee training. Assisted multiple businesses create job descriptions and complete entries into the database system.

Achievement Highlights:

Acquired new leads, which, increased retention through effective networking, social media, and attending job fairs & recruiting events.

Reorganized procedures for job creation to improve the number of qualified candidates for 3 state counties; within 3 months, retention rate was up 70% and improved the company’s workforce.

Developed and executed a company-wide training program for the Salesforce system, which improved entries by 90% during the first 6 months of implementation.

State of New Jersey: Motor Vehicle Commission, Vineland, NJ 9/2011 – 10/2013

Motor Vehicle Manager

Managed and trained 15 customer service representatives ensuring compliance with State and Federal motor vehicle laws and regulations and the agency’s policies and procedures. Led weekly meetings with staff to review productivity, provide feedback, forecast workload, and address any concerns. Responded to customer complaints and resolved any issues as well as assisted with difficult requests for information and services.

Achievement Highlights:

Inherited an understaffed team not meeting requirements. Developed a new process for employee evaluations and workflow procedures; within 4 months, hired new personnel and improved performance and accuracy by 60%.

Strategic player in implementing marketing strategies and updating equipment to process customers efficiently; within 3 months, the customer base increased by 50% and continued to reduce wait time at the agency by 30% on a daily basis.

Additional experience: Outside Sales Representative for Tri-City Paper Restaurant & Bar Supply

Education & Certification

Associate of Science in Business & Interior Design, Harcum College – Bryn Mawr, PA

Business Engagement Boot Camp Certificate, Business U, Inc. Washington, DC

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