Sales Customer Service

Regina Broadway

***** ******* *****, *** ******, IL 60452

email: ***********@*****.*** / phone: 708-***-****

IT EXPERIENCE

Customer Service Representative: Ingalls Occupational Medicine, Calumet City, IL 60409 (Aug 2013- Present

Responsible for the checking in and out of patients, taking payments, processing overnight charts. Performs

General reception duties including telephone retrieval and routing, updating demographic information, general filing

and maintenance of medical charts. Functions as a cooperative and active member of the healthcare team.

Clerk IV: Ingalls Memorial Hospital, Harvey, IL 60426 (July 2012 –Aug 2013)

• Responsible for performing general reception duties, performs selected clerical functions within a department or

assigned service areas, including moderate typing, forms processing, patient scheduling, filing and record retrieval.

Offers assistance to physicians, nursing staff within scope of responsibility. Cross trained in Radiology, Ultrasound,

Mammography, and MRI.

Credit Associate: Kelly Services: Ally Financial, Orland Park, IL 60467 (May 2011 – May 2012)

• Responsible for processing Paper trades for St. Louis, Michigan, Minneapolis & Illinois branches via CARS and Smart

Cash databases. Responsible for contacting customers on Check trades for St. Louis, Michigan, Minneapolis & Illinois

branches since January, decreasing the number of days & items open on the floor plan by 10%. Process open wholesale

for all branches. Review and update Conversion/Uplift report for all branches. Run WSCA for all branches, create open

items; floor plan units, apply money directly to accounts and payoff units. Mail distribution and filing. Work on special

projects as assigned.

Customer Retention Specialist: State Farm, Joliet, IL 60435 (July 2010- May 2011)

• Responsible for setting up IFR appointments, identifying potential defectors, Helped reduce lapse/cancelled ratio by 4%

Increased customer base by 2%. Pivoted walk in clients to other products which resulted in more retained customers

Set-up Sequential Marketing Plans for both current clients and prospects. Created customer appreciation day,

networking with other businesses.

Business Banking Specialist: Countrywide Bank, Orland Park, IL 60467 (Aug 2008 - Feb 2009)

• Met with Business owners to grow their overall financial needs from financial center referrals and cold calling

businesses. Maintained five hundred thousand in quarterly sales. Used Sales force for customer database for sales and

client follow-up. Increased regional sales by 20% ranking in top 10% of position within company. Coached new

representatives utilizing consultative sales approach to uncover referrals for Business Banking products while keeping

95% retention rate, serving 50 virtual call center calls daily. Analyzed customer banking relationships, and conducted

needs analysis to make product and service recommendations.

Market Area Representative: Countrywide Bank, Orland Park, IL 60467 (Jan 2007 - Aug 2008)

• Concentrated on sales training and sales development. While meeting personal sales goals of consumer products and

enforcing a consultative sales approach to meet all sales, cross-selling and referral metrics, managed day to day

operations of all north central financial centers virtual call centers. Trained and coached four new representatives using

consultative sales approach to uncover referrals. Provided direct, on-site support to new Financial Service

Representative and Area Sales- Managers regarding the establishment of new financial centers. Ability to travel, within

a given week, to and from multiple Financial Centers.

Financial Service Representative: Countrywide Bank, Oak Lawn, IL (Oct 2006 - Jan 2007)

• Sold transactional accounts to consumers. Ranked within the top 10 percent of the company in sales. Made proactive

outbound calls to new and existing customers for deposit retention and to gain growth in the financial center deposit and

customer base. Profiled customers and probed for opportunities to cross-sell additional Bank, Investment and or

Insurance products. Generated business through direct marketing, cross-selling, telemarketing and community presence.

Director of Sales: Baymont Inn & Suites, Calumet City, IL 60409 (Mar 2005 - Sep 2005)

• Responsible for revenue generation and coordinating the sales efforts of the hotel, identifying and maintaining constant

communication with hotel key accounts. Performed hands on duties as needed to deliver guest services. Lead by

example demonstrating self confidence, energy and enthusiasm. Monitored group block and direct bill processes.

Maintained rapport with competitor hotels, lead sources, clients and the local community. Actively sold room nights

though outside sales calls, telemarketing and tours. Performed inside sales activities, giving property tours/coordinating

group events and cash handling.

Night Auditor: Best Western Hotel, South Holland, IL (Oct 2003 - Mar 2005)

• Registered guest, taking reservations, provided room keys to all guest. Ran software programs the hotel used to

reconcile the bank deposits and cash on hand. Processed all credit card transactions and prepared all reports for the

hotel manager before the next morning. Prepared check out reports for each guest. Handled all complaints in a timely

manner. Responsible for inventory control of the housekeeping supplies, complimentary breakfast supplies and all other

supplies needed to keep hotel running smoothly.

Senior Regional Marketing Director: Capital Choice Financial Services, Flossmoor, IL (Mar 2002 - Aug 2006)

• Analyzed & evaluated customer's financial needs. Provided clients with adequate income protection. Hired, trained, and

managed 5 new representatives. Maintained excellent customer relations by providing timely and accurate service.

Personal Financial Analyst: Primerica Financial Services, Homewood, IL 60430 (Aug 1997 - Mar 2002)

• Analyzed & evaluated customer's financial needs, provided clients with adequate Income Protection. Assisted clients

with debt restructuring utilizing mortgage and consolidation loans. Maintained excellent customer relations by providing

timely and accurate service. Successfully hired, trained and managed 10 new representatives.

Commercial Banking Officer-Relationship Manager: Northern Trust Company, Chicago, IL 60675 (Oct 1982 - Mar 2000)

• Oversee a commercial banking relationship management function. Developed, implemented and facilitated client's

action planning, and defined the relationship management approach. Performed as a technical and industry expert in

evaluation, structuring and negotiating non-credit business. In depth knowledge of finance and relevant business

segment specific issues acquired through prior financial experience.

CERTIFICATIONS

• Notary Public - Secretary of State - Illinois Life Insurance License - Department of Insurance

EDUCATION

Micro Train: Chicago, IL (Feb 2011 - Jun 2011)

• Microsoft Office Project, Power Point, Outlook, Excel, Quick books, SharePoint Services

General Studies: South Suburban College, South Holland, IL 60430 (Sep 1995 – Dec 2012)

• Medical Terminology

Secretarial Certificate: Taylor Business Institute, Chicago, IL (Oct 1981 - Oct 1982)

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