Customer Service Sales

ANTHONY D. KNAUF

*** ***** ******, *******, **** 44266

Telephone: 440-***-**** Email: ************@*****.***

OCCUPATIONAL DIRECTION

A responsible, challenging and long-term assignment with your company,

working in any of the specialties described below:

. GENERAL OPERATIONS LEADERSHIP

. CUSTOMER RELATIONS MANAGEMENT

. SALES / SERVICE CENTER MANAGEMENT

PRODUCTS AND SERVICES

I have the ability to rapidly orient in order to make a smooth

transition toward any product and service appropriate to your

company's current hiring requirements. Completely adaptable to your

needs.

SUMMARY OF CREDENTIALS

I am a highly experienced and completely driven operations and

management professional who has accumulated years of successful

experience. I have the knowledge, the intelligence and the competency

needed to assist your company to maintain exceptionally high levels of

efficiency, revenues and profits.

FOLLOWING PRODUCT OR SERVICE ORIENTATION, I WILL BE ABLE TO MAKE AN

IMMEDIATE IMPACT TOWARD THE CONTINUING SUCCESS OF YOUR COMPANY'S

BUSINESS GROWTH.

People skills: I am able to effectively communicate with staff and

customers at every level of business. This is a special talent I will

bring to your company.

SPECIAL ATTRIBUTES

EXCEPTIONAL OPERATIONAL AND BUSINESS DEVELOPMENT SKILLS

VERY STEADY AND RELIABLE WITH EVERY ASSIGNMENT

SUCCESS ORIENTED: A DRIVEN, HARD-WORKING INDIVIDUAL

CUSTOMER SERVICE ORIENTED: A FRIENDLY AND EFFECTIVE PROBLEM SOLVER

SUPERIOR PERSONAL COMMUNICATION ABILITIES

ABLE TO DEVELOP SOLID BUSINESS RELATIONSHIPS

PROFIT-BUILDING AND COST REDUCTION AWARENESS

CAREER EXPOSURES AND JOB SKILLS

Management Responsibilities: My leadership skills include coaching

and developing staff, work scheduling, daily employee supervision,

preparing and overseeing budgets, labor efficiencies and financial

statement review, short-term and long-term planning, problem solving,

creating and leading special projects, creating, modifying and

improving operational procedures. I am an effective change agent.

OPERATIONS: implemented Balanced Scorecard to reinforce "best practices"

and standard operating procedures; utilized KPI metrics, quality assurance

standards and behavioral principles

ANALYSIS: conducted daily review, analysis and communication of

performance, root-cause analysis and forecasting

LEADERSHIP: managed telesales campaign of 120 customer service

representatives

INTEGRATION: integrated company practices and values, opened communication

channels and increase corporate unity

Continued

Anthony D. Knauf Page 2

CAREER EXPOSURES AND JOB SKILLS (Continued)

. HUMAN CAPITAL DEVELOPMENT: formalized one-on-one coaching and

development programs to move subordinates into supervisory and

leadership positions; discussed performance and opportunities for

improvement; established career goals

. BUSINESS DEVELOPMENT: skilled with community networking and new

business development

. COMMUNICATION: completely comfortable communicating at every level

of business

. SUGGESTIONS: a careful listener who accurately identifies the

needs of my customers and makes suggestions regarding features and

benefits; a strong customer educator

. MULTICULTURAL: provided management oversight for analysts employed

in Noida, India

. PROFIT ORIENTATION: generated more than $414,800 in additional

revenue over previous year; increased revenue by 14.88% in 2013

while exceeding revenue goals by 9.25%

. COMPLIANCE: wrote and edited telephonic scripts to be in

compliance with FDCPA, HIPAA and FTC regulations

. CLOSING ABILITIES: success in closing the sale, securing contracts

. TRAINING: facilitated small and large group training sessions;

served as policy and procedures subject matter expert

. NEW ACCOUNTS: skilled in the identification and development of new

accounts and markets

. EXISTING ACCOUNTS: oversee and expand upon sales for existing

customers

. REVIEW AND FOLLOW-UP: monitor and continually follow through after

the sale is finalized; identify and effectively resolve any issues

. QUALITY ASSURANCE: coached customer service representatives in

customer engagement and quality service; monitored phone calls for

accuracy and compliance with company policies

. COMPUTERS: experience with CRM, FDR, Kronos, RTA, eSchedule

Planner, Avaya, Shoretel, NICE, PC Anywhere, Microsoft Office,

PowerPoint, Excel, Access, Oracle and MS Link

. EXPANSION: procure customer referrals in order to build new sales

revenues

WORK EXPERIENCE

Note: Radio Systems Corporation laid me off when the company

consolidated its operations in another state.

2012 to 2013 CUSTOMER CARE CENTER MANAGER

Company: Invisible Fence Brand (Radio Systems

Corporation)

2011 to 2012 MANAGER OF MEDICARE PART D ENROLLMENT

Company: CVS Caremark

2008 to 2011 TEAM MANAGER, CUSTOMER RETENTION

Company: JP Morgan Chase

I resigned from this position in order to be closer to family.

2007 to 2008 OPERATIONS PROJECT MANAGER / CLIENT SERVICES

Company: Power Direct

This business lost its major client and subsequently closed.

EDUCATION AND TRAINING

Indiana Wesleyan University: Coursework in Management (require 3

courses to complete degree)

The Ohio State University: Coursework in Exercise Science

I am certified and trained in Interviewing and Hiring, HIPAA, Six

Sigma (Yellow Belt), Management Operating Systems, Manager

Development, Coaching to Superior Service and the Truth in Lending

Act.

www.linkedin.com/pub/anthony-knauf/13/342/2b3/

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