Customer Service Sales

Dorothy skirzenski, MBA

*** *********** ***** ( Middletown, RI 02842

*******@*******.*** ( H-401-***-**** ( C-401-***-****

key competencies

CUSTOMER SERVICE P&L MANAGEMENT BUSINESS DEVELOPMENT

CONTRACT NEGOTIATIONS PROGRAM MANAGEMENT MARKETING & SALES

QUALITY CONTROLS & ASSURANCE CRM SOLUTIONS DUE DILIGENCE

SUMMARY OF QUALIFICATIONS

. MANAGED DIVERSE INTERNAL AND EXTERNAL TEAMS IN CUSTOMER SERVICE, CLIENT

SERVICE MANAGEMENT, CONSULTATIVE SELLING, AND ADMISSIONS.

. Built vendor relationships and supported contract negotiations,

increasing contractual agreement renewals for telecommunication services

by 38% in one year.

. Compiled customer satisfaction surveys to evaluate client responses and

elevate performance; improved ratings by 22% with increased face-to-face

interactions and outreach through phone and direct mail.

. Guided $12M client portfolios; upgraded customer services, winning a

national contest to eliminate attrition.

career experience

NEW TERRITORIES NORTH KINGSTOWN, RI 2007-2008

Director of Client Services

Launched inventory sourcing management services while leveraging business

process outsourcing . Advanced supply chain management logistics through

the development of outreach programs. Managed vendor relationships,

contractual agreements, service level agreements, and project requirement

schedules. Created purchase orders, sales orders, and invoices while

assisting in. Assisted with accounts payable and accounts receivable

processing through QuickBooks. Cross trained, hired and mentored new

employees.

. Earned a 22% margin on a multifaceted client project, exceeding

expectations in implementation timelines, scope changes, and overall

productivity.

. Documented training and team selling procedures for client services and

sales, elevating the ability of teams to build rapport, sell more, and

expand the existing client base.

. Updated customer data in Salesforce.com; reconnected with longtime

customers and solidified relations.

MOMS Club of Portsmouth Portsmouth, RI 2001-2007

President 2006-2007

Led a non-profit organization and 25 volunteers to aid women transitioning

from work to motherhood.

. Grew the local chapter by 12% in one year with targeted recruitment using

print media and word-of-mouth.

. Increased participation in meetings, social events, and community

engagement with intentional member outreach and fundraising through local

businesses.

. Secured consistent, progressive promotions within the organization over

six years, including roles as a Vice-President of Services (2005-2006)

and Associate (2001-2005).

Winstar Communications Inc. Mansfield, MA 1999-2001

Senior Marketing Manager 2000-2001

Coordinated and researched lead generation opportunities, implementation,

and tracking for a sales force of 25. Appointed as the marketing liaison

for the New England region.

. Initiated CRM sales automation solutions, including Saleslogix, Goldmine,

and Siebel; investigated and identified alternatives based on budgets and

system limitations.

. Tracked and monitored sales contests for sales teams and e-business sales

engineers.

. Supported restructuring efforts for the customer satisfaction department,

allocating resources within the company without eliminating positions.

Senior Manager - Client Services 1999-2000

Designed a new Internet and hosting services division with a team of four

in customer service and sales. Created job descriptions, salary ranges, and

compensation packages for client service representatives.

. Developed a base of $12M per year in revenue with concentrated lead

generation activities through quarterly reviews, phone contacts, and

upselling to the existing client base.

. Acquired a small Internet startup with 50 employees, completing due

diligence on the existing client base and revenue stream.

EARLIER CAREER EXPERIENCE

Client Services Manager, Frontier Communications Inc., Washington, DC,

Philadelphia, PA, & Baltimore, MD

Managed a $2M monthly client base with a team of eight; negotiated client

contracts to maintain profitable margins.

Senior Client Services Consultant, Frontier Communications Inc., Mansfield,

MA

Upgraded customer services for a $525K portfolio.

Education And Training

DEGREES

. Master of Business Administration - International Business, Bentley

University

. Bachelor of Science in Marketing, Bentley University

TECHNICAL SKILLS

. Microsoft Word, Excel, PowerPoint, Publisher, & Outlook; QuickBooks,

Salesforce.com

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