Customer Service Sales

I am an experienced professional that brings **+ years of managing business operations for successful companies. I am excellent in operations, project management, customer service, sales, client relations, training, and development. With a proven track record of exceeding goals and expectations in every management position held. I am also proficient in problem solving and motivational skills.

Professional Experience

ThyssenKrupp July 2015 – Present

Site Director

Responsible for operations of Western United States

Was tasked with, and successfully completed an overhaul of company's dispatch process

Turned successful overhaul into a new training program that was implemented in other centers

Turned a low performing team into the #1 running dispatch center in the company

Consistently exceeded KPI's, customer service and quality standards

Extensive experience managing large numbers of employee’s schedules and other day to day needs

Foundation Services May 2010 – June 2015

Director of Operations

Managed daily operations over 3 state territory assuring mid-management, sales teams, customer service centers, training departments, HR and finance all worked together smoothly

Consistently exceeded monthly sales quota by an average of 36% for 3 years exceeding an overall goal of $35,000,000

Created and executed successful mail, radio and TV marketing campaigns

Managed team through implementing a new phone system and IT overhaul

Managed team responsible for creation of client database and CRM tools

Provided performance feedback to managers and helped them achieve their goals

Successfully forecasted peaks and lulls in regard to customer needs

Handled several customer escalation and retention issues

e-Planet Communications March 2000 – March 2010

Director of Operations

Grew from scratch new call centers eventually hiring 4 operation managers, 25 supervisors, 500 customer service representatives and 3 trainers

Implemented new IT environment including call center telecom solutions

Improved customer satisfaction by identifying their concerns and helping them overcome those issues and exceed their goals

Consistently motivated employees and fostered an environment of pride in the workplace

Became highly requested by customers needing extra attention with their projects

Expertise

Problem Solving

Project Management

CRM Software

Time Management

Process Improvement

Negotiation

Customer Service

Training & Motivation

MS Office Expert

Education

Utah Valley State University Business Administration

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