Sales Customer Service

ANNA M. JOSEY

* ** ******** * ****, H enderson, N V 8 9015

C: 7 02 -994 -1563 a *******@*****.***

GENERAL MANAGER / HUMAN RESOURCES ASSISTANT

"If your actions inspire others to dream more, learn more, do more and become more, you are a leader." --John Quincy Adams

Management professional with 8+ years of diverse and increasingly responsible leadership experience with a

passion for championing and empowering individual and team talent to exceed their personal and professional

goals.

SKILLS

Office management Project management

Team leadership/staff development 50-60 wpm typed

Conflict resolution Dispatch/Scheduling

Self-directed/motivated/result oriented/organized Customer focused

Strong verbal/written communication skills Contract review and recommendations

Process implementation/improvement Client assessment and analysis

Exceptional interpersonal communication Purchasing and procurement

Risk management processes and analysis Accurate and detailed

Customer Relationship Management Software (CRM) Goldmine Windows XP/7/8

MS Office (Word, Power Point, Excel, One Note) Microsoft Outlook

QuoteWerks QuickBooks

Autotask (Cloud-based software) WASP Inventory Software

WORK HISTORY

Nationwide Power Solutions, Inc – Henderson, NV 04/2007 - 08/2013

National Service Manager

Directly managed Service and Projects Department (5 staff members). Assisted in the management of

the field services department (a staff of 15 nationwide field technicians) and Administrative, Direct

marketing, Sales, and Warehouse Departments (12 staff members).

Assumed ownership over team productivity, service and sales departments, and managed work flow to

meet or exceed quality service goals.

Evaluated initial and ongoing training programs, recommended improvements to upper management and

owner, trained staff on operating procedures and company services.

Worked directly with customers (contract/non-contract). This included scheduling maintenance, conflict

resolution, emergency service/repair, liaison between customer/technicians, and sales (equipment/service).

Inside sales to existing or referred customers. Sales included Uninterruptible Power Supply Systems, Batt

ery Cabinets, Bypasses, VRLA Batteries, and Flooded Batteries.

Worked directly with field engineers. This included scheduling, dispatch, conflict resolution, and support

to insure they had the necessary resources available to them to successfully meet the competing demands

they encounter in the field.

Project Management for Equipment Sales Team, all phases cradle to grave . Defined clear targets and

timelines, objectives, flagged potential issues and communicated them to other team members, such as

technicians, electricians, and client site contacts .

Logistics experience: packaging (ground, express, freight), shipping and receiving, inspecting

incoming/outgoing freight, bills of lading, and claims. Worked alone, with distributors, and with

corporate warehouse staff to make sure product shipped and was pa ckaged correctly to insure product

arrived at destination on time and undamaged.

Worked with Vice-president of Operations in planning, budgeting, vendor selection, vendor product,

quality assurance efforts, and maintained positive vendor relations.

Assisted Controller and Vice-president of Operations in understaffing, disputes, annual employee review

process, manage performance merit increases, terminating employees, and administering disciplinary

procedures. As well as educated and advised upper management and owner on group health plans and

voluntary benefits.

Maintained all OSHA logs, records, incident reports, and industry requirement to insure compliance.

Due to growth and lack of companywide rules and regulations, brought up the need for a company

employee handbook. Researched labor law, helped establish policies (partnering with Controller and VP

of Operations), wrote, and published employee handbook.

Worked directly with VP of Operations, VP of Field Operations, and IT Manager to implement new

software systems such as: A cloud-based service software called Autotask, by manually

moving client records from CRM (Goldmine), new inventory software called WASP, and created and

maintained databases for new quoting software QuoteWerks. Also, trained, coached and mentored staff

to ensure smooth adoption of all new software programs.

Josey Insurance Group * Lost Business due to Hurricane Katrina – Biloxi, MS 09/2003 - 08/2005

Owner/Agent

Worked directly with customers and reported policy changes and company conditions, conducted annual

reviews of existing policies to update information, and tracked the progress of all outstanding insurance

claims followed up on unresolved issues.

Calculated premiums and established payment methods for sales. Finalized sales and collected necessary

deposits and all premiums on or before effective date of coverage. Monitored payments due from clients

and promptly contacted clients with past due payments

In charge of human resources, handled understaffing, disputes, terminating employees and administering

disciplinary procedures. Administered compensation, benefits, helped developed new process for

employee evaluation with development manager which resulted in marked performance improve ments.

Managed accounting department. Analyzed sales volume, retention and loss ratio trends to identify areas

for improvement. Reconciled discrepancies between accounts receivable general ledger account and

accounts receivable balance account. Researched and resolved accounts payable discrepancies.

Reviewed all expense reports for accuracy and proper expense disclosure. Performed Payroll auditing

pre and post processing to ensure accuracy, compliance, overall balancing and reconciliation. Processed

manual checks for terminated employees as required by State law. Updated and maintained W-4

information as requested by the employees. Accurately processed the weekly payroll, commissions, and

tax filings (federal, state, and payroll).

Southern Insurance Agency – Biloxi, MS 06/1989 - 08/2003

Customer Service Representative

As the receptionist, assisted customers in person, via telephone, and Email to resolve customer issues and

inquiries, served as the main liaison between customers, management and sales team.

Worked directly with customers and reported policy changes and company conditions, completed

applications, conducted annual reviews of existing policies to update information, and tracked the progress

of all outstanding insurance claims followed up on unresolved issues.

Worked directly with insurance brokers and companies to obtain customer policies (renewal and new),

status on open claims, and certificates of insurance.

Developed and maintained an internal client filing system, oversaw inventory, and office supply

purchases.

Composed and drafted all outgoing correspondence and reports for managers and sales team. Assisted in

maintaining and filing expense reports, making travel arrangements, and scheduling and verifying

appointments.

EDUCATION / CERTIFICATION

High School Diploma, 1989 Certified Customer Service Representative, 1990

Mercy Cross High School – Biloxi, MS Professional Insurance Agents – Jackson, MS

Agents License- Property/Casualty & Life/Health, 2003 Notary Public, 2012 (Expires 02/2016)

Mississippi Dept. of Insurance – Jackson Notary Training Course – Las Vegas, NV

Food Handler Safety Training Card, 2013 Alcohol Education Card, 2013

SNHD Food Handler Safety Program – Las Vegas, NV Alcoholic Beverage Awareness Program

Ace Bartending School – Las Vegas, NV

PERSONAL

I have been married to my husband since 1990. We have two mostly wonderful children, a 22 year old comic

book enthusiast son who is Petty Officer in the United States Coast Guard and a red -headed, left -handed 21

year old daughter who is culinary student at Le Cordon Bleu.

INTERESTS

I would rather be riding on the back of my husband’s Honda Star Touring Edition motorcycle on a beautiful

day instead of sit ting inside on my couch. I may even one day ride on the interstate for more than five

minutes without freaking out.

I love to read and prefer reading a book to watching TV and read 2 to 3 books a week. I have been told I

should just have my Kindle surgically attached since I am rarely without it.

I love to cook and found that enthusiasm for all things culinary from my Italian mother as well as my

incapability of preparing meals that feed less than 1 0 people.

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