Customer Service Sales

Phillippa Coffee-Stevens (Tosche)

Phone: 216-***-**** Email: **********@*********.***

Address: *** *** **** ***********, ** 44077

Summary of Qualifications

A result-oriented highly accomplished Management Professional, demonstrating a comprehensive background in sales,

collections, operations management and recruiting. I am proficient with directing daily business operations, leading personnel

through the completion of daily tasks, as well as, able to work independently or within a group. Currently seeking a Leadership

position which will effectively utilize all acquired skills, abilities and areas of expertise as follows:

Recruiting/Hiring Collections Client Relations/Retention

Report Generation Facilitation Regulatory Compliance

Conflict Resolution Supervision Sales Techniques/Strategy

Marketing Public Relations Team Building/Leadership

Education & Training

Indiana Wesleyan University Cleveland, Oh Associate of Science in Business

Indiana Wesleyan University Online Currently pursuing my Bachelor’s Degree

Major: Bachelors of Science in Management

Current GPA 3.60 Scheduled to complete 2014

Professional Work Experience

Safeguard Properties Valley View, Oh January 2013 – Present

Training Specialist

Identify and assess training needs within a company

Meet with managers and supervisors to ascertain needs

Develop, organize, conduct and evaluate training programs

Teach skills such as computer applications, phone systems, policies and procedures

Direct structured learning experiences

Hold meetings and presentations on learning material

Create learning material

Plan, organize, and implement a range of training activities

Train new hires as well as veteran employees

Conduct orientation sessions to assess level of skills

Help employees improve upon or enhance existing skills.

Heart Home Care LLC Euclid, Ohio March 2012 – Jan 2013

Director of Public Relations/Human Resources (Interim)

Maintain and increase census for the company, currently trending at 36% increase each month

Process all referrals including confirming insurance and partnering with Staff Coordinator in order to assure all cases are

staffed properly

Process payroll weekly including all benefits payment

Maintain the confidential personnel records for all employees to include making certain all certificates were current and active

Accurately verified employment with all agencies in a timely manner

Attend community events in order to bring awareness to the company and solicit community partnerships

Maintain proper paperwork in order to be compliant with Joint Commission standards

Build reports showing all referrals done monthly

Follow up with Discharge Social Worker(s) in order to assure them that all disciplines requested are being provided for the

consumer

Write monthly newsletter that is distributed throughout the company

Update the website monthly accurately and in a timely fashion.

KeyBank N.A. Brooklyn, Ohio January 2011 – March 2012

Continuing Education and Engagement Specialist

Review/Approve/Decline daily CACS access for Access Control

Update as well as create new and relevant training material for frontline as well as management employees

Facilitate classes that encourage the frontline employees to achieve their best

Schedule events that keep employees engaged as well as assist with the morale of the Call Center

Format and contribute articles for the monthly newsletter

Monitor calls and provide pointed feedback in order to assist frontline employees to achieve their goals

Write, send and track all communications

Progressive Insurance Corporation Mayfield, Ohio January 2009 – January 2011

Direct Customer Service Associate

Answer concerns or questions that customers have regarding their policies

Take bill payments from our customers; make payment arrangements, exceptions and accommodations

Listen and problem solve with the customer around concerns that they would have about their insurance coverage

Make accurate and detailed notes regarding conversations that I had with the customers

Accurately explain the coverage limits based on the state the customer resided in

AT&T (aka) SBC/Ameritech Cleveland, Ohio June 1999 – March 2008

Customer Service, Senior Training Manager, Events Planner

Scheduled Events in the Community that would promote services offered by AT&T. Raised the consumers awareness of AT&T

and its services.

Work with employees of the company throughout the State of Ohio to get them to volunteer at various events, some of which

include- The Cleveland Browns, The Cleveland Cavaliers, The Ohio State University, local fairs.

Work with all of the Schools in Northern Ohio in order to generate revenue for their sports programs, band booster programs all

on behalf of the company.

Visited local communities (i.e. Senior Citizens Homes, Apartment Buildings etc.) in Northern Ohio to explain all aspects of

AT&T. Held tabling events in our contracted Big Box retail stores, as well as Authorized Distributors training them on our

products & services.

Senior Training Manager

Maintain complete and accurate student documentation

Built a working relationship with the union (Local 4309)

Trained Labor Relations to management employees as well as attended Grievance meetings both as a note-taker as well as an

active participant

Facilitated new hired employee’s taking them through an 11 week multi-faceted course, assisting with all aspects of the job, with

emphasis on sales. Facilitated tenured employee’s assisting with the transition to acceptable operating standards

Supported American with Disabilities Act by facilitating a class for a sight impaired person making all necessary changes in the

lesson in order to assist with the student in learning the job

Prepared and presented classroom lessons, assumed classroom management and discipline, used critical thinking, active

listening, situation analysis, as well as student assessment and time management in the classroom

Prepared results in Excel that tracked how students progressed 30/60 days outside of the training environment.

Developed training material that was used in order to assist representatives with soft skills, sales conversion and tracked as the

sales numbers increased.

Customer Service Representative

Professional typist who placed accurate sales & service orders for our customers

Consistently in the top 200 high sales achievers in the 5-state region of stack ranked Consumer Representatives

Recipient of an all-expenses paid quarterly trip given to the top 150 sales representatives in the 5-state region

Community Involvement/Memberships

Accelerated Learning (SIG) Current Active Member

Parma Area Chamber of Commerce 2007-2008

Euclid Chamber of Commerce 2007-2008

Ohio Reads Volunteer 2005-2008

ASNE 2012

DDI 2013

REFERENCES AVAILABLE UPON REQUEST

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