Customer Service Sales
Resume:
Kristen Pew
Top Recruiter and Sales management professional
Orlando, FL
**********@*****.*** - 407-***-****
Experienced Sales professional with management experience. Able to handle and meet a high volume of
sales quota in a fast- paced environment, with minimum supervision, while maintaining emphasis on the
highest quality of customer service. Excellent listening skills, oral and written communications. Comfortable in
interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able
to make decisions independently and quickly with minimal escalations.
WORK EXPERIENCE
Executive Recruiter
Park Avenue - Orlando, FL - May 2013 to Present
Responsibilities
• Partnered with hiring authorities to ensure they are able to attract, hire and retain high-level performers for
critical sales, management and executive level positions.
• I work with only passive, and employed candidates that are top performers
• Make 80-100 calls a day targeting the best of the best through networking, referrals, cold calling, research,
etc. as well to solicit new prospective clients.
• Marketing and recruiting for C-Level Banking professionals in Florida and Georgia.
• Match the needs of my clients with those of the candidates I am recruiting.
• Manage the entire recruitment process: Taking job order, posting position on social media sites, creating
rollup lists and emails, sourcing new candidates, mapping calls, qualifying, submissions, interview process,
and offer negotiations.
Accomplishments
2013 Third and Fourth Quarter Top Biller Award: achieving over 150% to goal.
2013 Third and Fourth Quarter Top Performer Award: achieving 200% to goal.
2013 MRI Rookie of the Year: achieving 104% to goal.
Integral in helping office achieves Top 20 status out of over 800 offices worldwide for 2013
Ranked #12 out of # 38 Project Coordinators in the MRI Southeast network year to date
2014 January Billing $65K and Cash in $45K
2014 1st Quarter Billing 68,543K
2014 March Billing 129% to Goal
Assistant Director
Admissions- DeVry University - Orlando, FL - June 2011 to 2013
Provides excellent customer service to students through application and enrollment process.
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Conducts telephone appointment setting calls to screen potential student applicants and set appointments
for interviews. Assesses prospective students to ensure they have the potential, traits, characteristics and
financial wherewithal to be enrolled through graduation.
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Conducts personal interviews to qualify candidates and to explain academic programs.
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Handles appointments, interviews and applications in a professional and timely manner.
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Advises students in program selection, test, advising, registration, etc.
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Provides general customer service to students from enrollment through graduation
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Performs consistently to meet or exceed performance targets.
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Assists in the development, direction and coordination of Advisor team activities in accomplishing its collective
team goals and objectives.
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Provides input and recommendation to management on staffing.
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In conjunction with the Director of Admissions, ensures that objectives, goals, plans, budgets, policies,
practices and actions produce desired student recruitment results, consistent with the overall mission and
strategic plan for the Admissions Office.
•
Works with Director of Admissions in the development and execution of both short-term and long-term student
recruitment strategy at the campus level to ensure the Company's growth and profitability objectives and
implements approved programs.
•
Under the direction of the Director of Admissions, ensures quality hires and manages compensation and
performance management programs to stay within the salary budget.
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Responsible for the training, and performance evaluations of the Advisor team.
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Responsible for the development of annual student recruitment plan for the campus and ensures the
achievement of the approved plan.
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Develops and prepares for approval the Admissions Office's policies and programs and, as directed, conducts
audits and reviews results to ensure conformance with same.
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Serves as a mentor to team of Advisors in order to train and develop them into top performing team members.
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Delegate responsibilities to Advisor team to ensure that policies and decisions are followed.
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Conducts team meetings in order to motivate, encourage and discuss key issues and concern with staff.
•
Adheres to laws and regulations governing student recruitment activities as well as the DeVry Code of Business
Conduct and Ethics.
Achievements:
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Averaged 8 enrollments per advisor for 6 consecutive 8 weeks sessions
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Apart of 3 person task force to revise new hire training for Department of Online Services
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Recipient of ADA of the session 3 consecutive times out of 10 other ADAs
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Asst. director with the lowest overhead cost per advisor in Orlando location
Associate Director
Admissions - Kaplan University - Orlando, FL - January 2009 to June 2011
Developed peer-to-peer training modules to enhance employee skill set
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Operate within federal and state regulations at all times
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Adhere to company Admissions Code of Conduct, policies and procedures
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Conduct training and coaching to reinforce the utilization of proprietary and consultative communication
methodology when working with prospective, future and current students
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Work with other departments to ensure a positive work environment that puts the needs of the student first
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Help and consult with prospective students on the benefits of education
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Accurately and compliantly communicate the campus features and program information toprospective
students
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Conduct weekly accountability meetings with my advisors to ensure that new students are prepared prior to
starting school
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Keep current on the programs offered and continually seek to improve product knowledge
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Communicated organizational vision in companywide huddles
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Motivated various business units during sales meetings to improve performance effectiveness
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Utilize Performance Coaching and training to develop team and minimize staff turnover
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Manage aspects of daily Admissions processes such as performance monitoring, reporting and trend analysis
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Participate in weekly/monthly advertising calls to review inquiry generation, monthly spending, conversions
and strategic advertising plans
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Plan, manage and execute campus events such as open houses and career days
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Maintain staffing levels and interviews/hire staff members as needed
Achievements:
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President's club recipient for being in the top 10% of the company for 2009
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Increased productivity 400% in the first enrollment cycle with team of new hires
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Consistently hit goal 12 out of 14 enrollment cycles
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One of eight Orlando admissions managers to obtain "A.C.T.I.O.N." coach certification
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With team, achieved a 96% student start rate, which exceeded organizational expectations
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Selected to train new associate-director candidates, prior and post
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Trained and mentored over 90 individuals of various ages and backgrounds to perform admissions functions
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Double salary at 90 day performance review by excelling Amethyst gem tier metrics
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#1 in company for Personal Developed Leads for 8 enrollment cycles
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Served as new hire mentor within 2 weeks of completed training
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Developed training guide on best practices for acquiring Personal Developed Leads
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Received Team Lead promotion only after 1 month of employment
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Top Dog Award for the first new hire training class in Orlando
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Participated as role play specialist when trainingadmissions advisors on sales techniques
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Account Manager
Quill Corporation - Maitland, FL - 2007 to 2009
Managed the sales growth and customer development for over 1600 Quill Delivery accounts - well into the
hundreds of thousands in volume
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Promoted from regular business account manager to Platinum business accounts due to ability to maintain
average sales revenue of $15 k or greater on all accounts
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Increased monthly incremental sales by 80% on active account base - retained and developed top Quill
customers
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Collected marketing intelligence and customer data - used to improve overall customer service matrix driven
by statistically identified service needs
Online Sales Representative
SunTrust Bank - Orlando, FL - 2005 to 2007
Originated and processed personal deposits, loans, saving accounts, and line of credit applications via Internet
and phone
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Critical thinking and superior communication skills assisted in minimizing customer concerns and utilized quick
problem solving techniques in high stress situations
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Consistently reviewed customer accounts for accuracy, online upgrades, and efficiency - always ensured
customer satisfaction remained top notch
Westgate Information Network Supervisor
Westgate Resorts - Ocoee, FL - 2003 to 2005
for first class customer service - ensured all processes were managed and delivered at a five star level
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Crisis management skills highly displayed when addressing unresolved customer complaints in a short time
period - retained customers and educated service representatives. Maintained client loyalty
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Monitored and managed client service calls to observe and assess employee's quality of customer service,
review accuracy of information, and checkadherence to company policies
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Accounts management in the identification and resolution of discrepancies associated with mortgage
collection, tax payments, maintenance fees, credits, and refund to client accounts
Cell phone advocate
Sprint PCS - Tallahassee, FL - 2000 to 2003
Activated new cell phone accounts and upgrades. Accepted payments for accounts and ran credit checks on
eligible customers. Promote and sell new plans and promotions to customers
EDUCATION
M.P.A
Keller Graduate School
September 2012 to Present
M.B.A
University of Phoenix
June 2008 to July 2009
B.S in Pre-Law
Florida Agricultural and Mechanical University
August 1999 to May 2003
ADDITIONAL INFORMATION
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Over twelve years experience in sales, retail, and customer service surpassing quotas by at least 25 percent.
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Participated in Situational Leadership training, which enhanced coaching effectiveness and hence the
company's bottom line
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Dynamic, articulate communicator offering high powered presentations and consistently utilizes outstanding
negotiation tactics leading to phenomenal sales.
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Research potential markets for probable customers who may benefit from products/service.
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Experienced in several retail and business to business venues to include cellular phone sales, office supply
accounts manager, banking, and higher education.
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Superior people skills; immediately connects and develops strong relationship.
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Exceptionally skilled in conflict resolution.
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Call center experience - tested and proven in high volume, high stress environments.
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Possesses notable active listening and outstanding attentive skills.
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Extremely confident and assertive sales person.Establishes long-lasting relationships with clients due to
superb follow-up and constant drive.
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Clearly established reputation of professionalism.
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Excellent data entry skills - meticulously manages and tracks input of information vital to managing customer
accounts and gauging sales.
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Critical thinking skills continuously utilized in all levels of communication.
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Participated in Dale Carnegie, Sales Monkey, and Zig Ziglar sales training.
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Structured and professional face to face presenter.
IT SKILLS
Windows 07, Vista, Microsoft Word, Microsoft Works,Lotus, Sales force, Oracle, Campus Vue
Outlook Office, Excel, Power Point, Quick Books, Adobe Photoshop, Adobe flash, MS Paint,
Firefox, iTunes, Safari, Google Chrome, Docusign, Cisco, Salesforce, Oracle and Right Now
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