Customer Service Sales

Bernard Maynore

Brooklyn, NY

********@*****.*** - 732-***-****

WORK EXPERIENCE

Kaplan Test Prep Call Center - Manhattan, NY - December 2006 to May 2013

National Pre College Sales Manager

Kaplan Test Prep Call Center - August 2010 to October 2011

Lead Pre-College Sales to over 112% of Goal YTD.

• Responsible for One to One Coaching with all reps monthly.

• Responsible for the training of all New Hires

• First Contact for Customer Complaints and Escalations

Pre College Senior Sales Advisor

Kaplan Test Prep Call Center - Manhattan, NY - November 2007 to July 2010

Discuss and advise the prospective students on the admissions process for High School and College

Admissions Exams including SAT, ACT, PSAT, ISEE/SSAT, etc

• Consult with the student to understand their needs for admissions and test preparation following the

consultative sales approach to lead to recommendation of most appropriate program.

• Track and manage potential student records to ensure proper follow-up.

• Facilitate Consultative Sales Workshop training with New Hires to increase more closure of sales

• Achieved 104% of Yearly Sales Goal during the 2009 Sales Year.

• Promoted to Senior Pre-College Test advisor based on 100% of Yearly Goal achievement and

Consultative Sales excellence.

Student Advocate

Kaplan Test Prep Call Center - Manhattan, NY - December 2006 to June 2007

Responsible for customer service for both Graduate and Pre-College Programs, answering customer

queries, problem solving and providing detailed information on product features.

• Coordinate with the local centers to address any special needs or issues that arise for students.

• Provided technical assistance to students with difficulty accessing their Kaplan Online resources

• Maintained a 85% approval rating with Kaplan students who received my assistance

• Assisted in the development of new customer service representatives via Call Observations.

Whole Body Overnight Team Member

Whole Foods Market - Manhattan, NY - 2005 to 2006

Manhattan, N.Y.

Whole Body Overnight Team Member

• Maintained a clean and well stocked and well-merchandised department including accurate pricing and

signage.

• Maintain department supplies to appropriate levels

• Maintain back stock areas, product transfers, sampled product, and waste using appropriate forms

Project Reach - Manhattan, NY - 2001 to 2006

Youth Organizer

• Facilitated anti-discrimination workshops around race, class, and gender, and orientation.

• Co-planned fundraisers, conferences, and demonstrations

• Counseled a diverse community of young people

• Conducted Men's support group with 10 young men

Poetry Writing Co-Director

Project Reach - Manhattan, NY - 2002 to 2004

Manhattan, N.Y.

Poetry Writing Co-Director

• Facilitated writing workshops and intensives

• Crafted spoken word, performance, and poetry exercises

• Organized spoken word performances

• Assisted with outreach for new membership and promotion

SRBI, Inc.

Tele-Surveyor/ Supervisor

Manhattan, N.Y - Manhattan, NY - 2000 to 2002

Conducted a variety of surveys via telephone

• Maintained a significant survey response volume

• Supervised a team of surveyors on MTA Transit

• Ensured that surveyors distributed and collected all surveys

EDUCATION

Accounting

Kingsborough College - Brooklyn, NY

March 2006

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