Customer Service Sales
Resume:
Lori Koppelmann
Charlotte, North Carolina 28277
**************@*****.***
SUMMARY OF ACHIVEMENTS:
Ten years of customer service and sales experience
Nationally recognized customer service design and delivery
Strong sales results especially in underperforming organizations
Excellent interpersonal, motivational and training skills
Creative problem solver
Flexible and able to handle multiple responsibilities and priorities
Comfortable working independently with little need for supervision
Excellent record of dependability, reliability and confidentiality
Proven organizational and time management skills
EXPERIENCE:
Fun and Fitness Instructor
Calvary Child Development Center
July 2011-Present
Developed the fitness curriculum for over 600 students and facilitate the
program.
Executive Director
Tomahawk Wisconsin Main Street Program
February 2009-February 2011
Developed the program for this non-profit organization whose charter is to
preserve, revitalize and restore Tomahawk's historic district. The program
consists of a four tiered approach that includes promotions, organization,
economic development and design. Managed a volunteer base of over 200.
Project manager for five historic renovations and six fundraising events
exceeding our annual fundraising goals by 65%. Developed an in-house grant
program. Wrote and secured outside grants. Co-developed the website and
authored monthly newsletter.
Lead Teacher
Salem Methodist Preschool
September 2004 - November 2007
Developed a new curriculum for the 4 year old afternoon classes and
delivered instruction to over 30 students. The curriculum included a
combination of innovative Waldorf and Montessori teaching methods,
incorporating process art projects and visual hands-on learning
opportunities.
Call Center Service and Sales Manager
Ameritech New Media
October 1996 - April 1999
Responsible for the professional development of twelve call center managers
and their call center representatives. Conducted monthly one on one
development sessions, analyzed team results, identified skill gaps in sales
effectiveness and service delivery. Coordinated action plans to improve
sales and service results. Won the JD Power Award for Customer Service.
Launched an innovative cable company. Developed call quality standards.
Management liaison to the Union to negotiate and arbitrate on behalf of
Ameritech.
Call Center Team Leader
Corporate Sales Trainer
Ameritech
November 1993 - October 1996
Responsible for coaching approximately fifteen Personal Assistants in the
Sales and Service organization. Transformed the lowest sales producing
office to the highest sales producing office. Created action plans and
professional development for employees. Developed effective sales
strategies and contests used company wide. Conducted quarterly sales
training for all front-line managers
Call Center Sales and Service Representative
Ameritech
August 1990 - November 1993
Responsible for providing excellent customer service and responding to
customer's needs regarding billing and service orders while actively
promoting Ameritech's broad range of products and services. Consistently
helped over 125 customers daily. Worked with peers to develop customer
service and sales training. Consistently exceeded monthly sales goals.
Worked with management to develop peer to peer coaching program. Resolved
all presidential complaints.
EDUCATION:
Rainey Harper College, Palatine, IL
Certificate Program in Early Childhood for Lead Teacher
Arizona State University, Tempe, AZ
Completed 60 semester hours in general studies and communications.
Completed 15 semester hours in general studies.
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