Customer Service Manager

Dara Stone

**** ********* **** * Keystone Heights, FL 32656 * 904-***-**** *

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

[pic]Professional Summary

. Accomplished sales with over 20 years of experience in relationship-

oriented selling with a comprehensive sales cycle requiring multiple

points of contact.

. Demonstrated success at consistently exceeding sales goals. Thrives in

a performance driven environment, utilizing metrics and measurements

to track results.

. Well versed in selling high value products/services to a diverse

customer base.

. Advanced understanding of consultative selling and relationship

building, uncovering true buying decisions and drilling down customer

needs.

. Expertise leveraging sales and customer tracking software applications

and tools. Familiarity with managing a lead pipeline.

. Proven ability to effectively manage time, handle multiple projects

simultaneously, and prioritize work.

. Passionate about developing other to exceed in professional and

personal growth.

. Exceptional interpersonal, problem solving and customer service

skills. Easily builds rapport with internal and external customers.

. Strong skills in the ability to develop employees for their next

career level and/or personal sustained growth.

. Can quickly establish rapport and maintain long-term relationships.

. Strength in recruiting and retaining talent.

. Proven training through excellent PowerPoint presentation.

. Strong oral and written communications skills with a clear

understanding of PowerPoint, Excel, and Word.

[pic]

Professional Experience:

Apollo Group Inc. 03/10 -

10/13

Senior Recruitment Manager

. Responsible for strategically planning, developing and implementing

activities in the Enrollment department for the North Florida Campus.

Primary duties include support to Director of Recruitment, Business

Development Specialists and all Recruitment Advisors working to

fulfill the educational needs of working adults in the community.

. Directly responsible for all employees' developmental training;

written training manuals, monitoring the student conversations and

role-plays which resulted to higher conversion of qualified prospects.

Maintained a fully staffed team of recruitment advisors, and exceed

enrollment budget annually by 5% minimum each year.

Apollo Group Inc. 04/06 -

03/10

Senior Recruitment Advisor

. Responsible for contacting (through inbound and outbound calls) and

converting qualified prospects into active learners through effective

consultative inside sales. In this, advised prospective students

regarding admission requirements, admissions process, degree

completion requirements and cost. Clearly articulated degree

completion options.

. Employ phone and computer based interaction to evaluate educational

qualifications and build rapport. Provide educational solutions and

set proper expectations.

. Investigated and discovered customers' needs, highlight University

programs based on background, present features/benefits, review cost

and set up payment plans, and recommended appropriate customized

solutions.

. Consistently exceeded established sales and enrollment goals based on

monthly and quarterly objectives.

. Delivered exceptional customer service throughout the application and

enrollment process. Served as primary point of contact for each

recruited student after matriculation, addressing student issues and

referring student to appropriate academic and financial support teams.

Documented student issues in CRM. Maintained compliance and accuracy

of the CRM with full and proper documentation.

. Measured, analyzed and reported student recruiting activities

(including inbound/outbound calls, starts, referrals, appointments and

task management with the CRM) to management on a daily/ weekly basis.

Charted team and departmental results versus personal results to pin-

point improvement areas.

. Created comprehensive checklists for each student on admissions steps,

responsibilities and deadlines. Tracked and managed student progress

in Applicant Tracking System. Followed up with students to ensure

appropriate steps were followed and updated enrollment reports.

. Employee "Phenomenal Customer Service" Award - 05/06

. Employee of month Awards - 04/10, 01/11, 02/12, 11/12, and

05/13

. Ranked among the top ten out of 4500 advisor

Apollo Group Inc.

04/05 - 4/06

Business Development Manager

. Responsible for strategically planning, developing and implementing

activities in the business development department for both the main

campus in Jacksonville and Learning Center in Orange Park,

Florida. Primary duties include support to Director of Recruitment,

Recruitment Manager, Business Development Specialists and all

Recruitment Advisors working to fulfill the educational needs of

working adults in the community.

. Responsible for all employees' developmental training that resulted in

higher employee retention and increased customer service. The ability

to cross interdepartmental boundaries to include department heads

including Operations, Finance, and Academic Affairs, as well as

careful coordination with the Campus Director.

. Increased unpaid leads by 150%

. Territory expansion into Community College relationships in the

Jacksonville/Orange Park/Gainesville area

. Maintained a full staff of trained and successful team members

Apollo Group Inc.

10/01 - 4/05

Recruitment Manager

. Responsible for strategically planning, developing and implementing

activities in the business development department for both the main

campus in Jacksonville and Learning Center in Orange Park,

Florida. Primary duties include support to Director of Recruitment,

Business Development Specialists and all Recruitment Advisors working

to fulfill the educational needs of working adults in the community.

. Directly responsible for all employees' developmental training such as

written training manuals, call monitoring and role-plays which

resulted to higher student retention. Maintained a fully staffed team

of recruitment advisors, and exceed recruitment budget annually by 5%

minimum each year.

. 2001 - 2002 105% over prior year new enrollments and increased

unpaid lead generation.

. 2002 - 2003 109% over prior year new enrollments and increased

in unpaid lead generation.

. 2003- 2004 111% over prior year new enrollments and increased in

unpaid lead generation.

. 2004 - 2005 114% over prior year new enrollments and increased

in unpaid lead generation.

. 2002 - Opened and Managed our Orange park Learning Center.

Enrolled 367 students in 6 months.

. 2003 - National record for 101 new enrollments at our "open

house" for our Orange Park Learning Center

Apollo Group Inc.

05/98 - 10/01

Recruitment Advisor II

. Primary duties included support of the educational needs of working

adults in the community, and fulfilling the academic goals, mission,

and purpose of the University of Phoenix, particularly relative to

admissions requirements for prospective incoming new students for both

the Main Campus, as well as Learning Center.

. 2000 Employee of the year award

. 2001 Top Performer Panel Speaker

. 2002 Train the Trainer

. 2000 - 2005 Certified Trainer

. Ranked among the top ten out 1500 enrollment counselors

Technical Trades Institute, Colorado Springs, CO

06/88 - 04/93

Admissions Representative

. Primary duties included support of the educational needs of working

adults in the community, and fulfilling the academic goals, mission,

and purpose of Technical Trades Institute, particularly relative to

admissions requirements for prospective incoming new students for both

the Main Campus, as well as Learning Center.

Technical Trades Institute, Colorado Springs, CO

06/85 - 06/88

Certified Financial Aid Officer

. Primary duties included support of all financial aid certifications,

calculations and distribution of Title IV funding including SEOGS and

Pell grants in a regulated environment.

. Employee of the Year in '86, '88, '89, and '92

Education:

University of Phoenix, Jacksonville, FL

04/10

Master of Arts in Education/Adult Education and Training

University of Phoenix, Jacksonville, FL

05/00

Master of Arts in Organizational Management

North Dakota State University, Fargo, ND

05/98

Bachelors of Science in Speech Communications/Business

REFERENCES: Available upon request.

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