Customer Service Sales

Scot C. Zellman

**** ********* **. ***. ** Columbus, OH 43221 mobile: 614-***-****

email: ********@***.***

QUALIFICATIONS

•Creative and enthusiastic professional with a background in illustration,

graphic arts, customer service, human resources, personnel

management, retail and shipping/receiving operations. Strong

leadership and motivational skills; excellent writing and design

sensibilities; proven ability to quickly build rapport, establish trust, and

train and motivate people. Recognized for artistic creativity,

professionalism, organizational skills, positive mental attitude,

commitment to excellence and demonstrated ability to communicate

and interact effectively with senior management, associates, customers

and clients.

EMPLOYMENT

2013 Present Customer Service Advocate, BMW Financial Services

•Inbound call center operator tasked with processing payment and handling

automobile financing contract issues from clients and providing answers

to inquiries involving automobile products and financial services.

•Serve as client contact when troubleshooting issues concerning automobile

financing, dealer issues and BMW and MINI Cooper maintenance,

technology and services.

Maintain open and effective lines of communication with both client and

BMW Financial Services management and staff.

2009 2013 Self Employed, Freelance Graphic Artist

•Self-published comic strip collection through Amazon Create Space book

publishing program.

•Producing content and cultivating various websites serving as both writing

and visual arts portfolios and illustration, humor, novelty products and

webcomic creative outlets.

•Further expanding Photoshop, Illustrator, and conventional graphic arts

hand skills and generating material with an eye toward sales,

publication, and marketing.

2007 2009 Customer Service Representative, Ashland Distribution

•Call center operator tasked with placing industrial chemical and associated

product orders from clients and providing answers to inquiries involving

delivery, products and services.

•Served as client contact when troubleshooting issues concerning

scheduling, coordinating and delivery of products and services.

Maintained open and effective lines of communication with both client and

Ashland management and staff.

2003 2006 Sales Manager, 2001 2003 Merchandising Supervisor, Borders Books,

Music & Cafe

•Executed daily operations, including opening and closing the store and

assisting the management team with cash handling throughout the day.

Ensured secure access to all areas of the store, which included

responsibility for master store key, office keys, alarm codes and safe

combinations.

•Oversaw all facets of merchandising. Lead a team who consistently

executed merchandising standards and initiatives and ensured

adherence to visual presentation standards in all areas of the store.

Trained staff in company merchandising principles.

Supported management team in executing merchandising standards and

initiatives by adhering to visual presentation standards in all areas of

the store. Maintained administrative aspects of the merchandising

function. Supported and maintained company business standards and

compliance of company policy and procedures.

•Developed and implemented action plans to address the trends and

opportunities in merchandising.

•Ensured that internal and external customer service standards were

consistently met.

•Ensured performance targets for the SBC Cafe were met. Provided

leadership to the Cafe Supervisor and staff and encouraged teamwork to

help team achieve these goals. Ensured execution of Cafe

merchandising, visual presentation and customer service standards.

•Ensured effective scheduling, coordinating and securing product for in-

store events such as children's story times, music performances, and

local author and artist signing events. Ensured support of national

events in conjunction with field marketing team.

•Ensured that performance of direct reports was managed appropriately.

Quickly managed both strong and poor performance.

•Participated in other tasks as necessary to support store performance.

1989 2001 Receiving Clerk, Book Seller, The Little Professor Book Company

•Ensured execution of all inventory processing standards, including

receiving, special orders, returns and administrative aspects.

•Supported training of company inventory and receiving principles and

procedures.

•Ensured company backroom physical maintenance and safety standards

were met.

•As a bookseller, consistently drove sales and maintained an environment

where customers enjoyed a rich shopping experience.

FORMAL EDUCATION

•1990 Bachelor of Fine Arts - emphasis on illustration and photography -

The Ohio State University

References Available Upon Request

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