Customer Service Manager

CINDY TOTAYS

Rancho Santa Margarita, CA ***** • 949-***-**** • acosdm@r.postjobfree.com

http://www.linkedin.com/pub/dir/cindy/totays

SUMMARY OF QUALIFICATIONS

• Over nine years as a tenured Account Manager with proven abilities to offer exceptional

organization, account management, retention, and client service in a broad range of business

dimensions.

• Demonstrated success in building and maintaining long term customers through effective business

relationship build with product knowledge in real estate, business solutions and marketing.

• Proficient in identifying and connecting new business opportunities in presentation appointments.

• Highly organized and self motivated in time management. Proficient in MS Office, Excel, Outlook,

Power Point, & CRM applications.

PROFESSIONAL EXPERIENCE

Prospect Mortgage, Irvine May 2014 - Current

Lead Conversion Partner

• High volume outbound calls daily to prospective home buyers and refinance customers in lead

conversion.

• Secure warm transfers to Loan Officers for loan origination and follow up of appointments set.

• Build associated Realtors network with solution based CRM with Home Scouting buyer

application. Train and market through consultation Realtors for incubating buyers.

• Increase mobile app downloads with offering consultative features and value to Home Shoppers.

• Follow a detailed time management CRM system to create highest retention of loan opportunities

by creating relationship with prospects and past customers. High level of customer service and

consultative conversion.

Real

Estate Temps, Irvine 4/2013 – 5/2014

Consultant/Licensed Realtor

• Work with multiple builders of new home developments within Orange County with launch of

grand opening neighborhood events to maximize home buying experience.

• Provide exceptional customer service in welcoming new buyers at event tours, offering detail of

each community neighborhood amenities defining builder influence in presentation.

• Consultative sales in determining buyer’s needs through assessment and qualifying for lender

engagement.

• Present upgrades and options for each home in design and amenities.

Apartment Finder, Costa Mesa, CA 12/2010 – 4/2013

Account Manager

Managed a portfolio of clients in service by creating retention and increased monthly revenue of $3500.

Provided effective presentation to prospects through consultative sales.

• Prospect of new clients through research and network of B2C level contacts and national

corporate liaisons. Daily cold calling 25-50 outbound research calls, meeting targeted goal of two

new meeting presentations weekly in digital, print, social and email marketing.

• Account management and high level service to existing accounts weekly to maximize retention

and revenue build. Designed effective graphic presentation for print publication.

Page two – Cindy Totays

Clear Channel Outdoor, Los Angeles, CA 11/2006 – 12/2008

Account Manager

Identified local and national account opportunity in all outdoor marketing formats; digital boards, wall

scapes, billboards, and bulletins. Built new business partnerships with B2C level executives. On average

sale of $45,000 in contract billing per month.

• Coordinated all outdoor campaigns with vendors and agencies nationwide from start to

completion.

• Conducted presentations to local and national businesses presenting customized campaigns to

maximize product exposure.

• Increased company profits by research and analytics of market share.

• Expertise in delivering creative proposals in response to RFP’s and discovering new business in

existing portfolios adding to billing revenue and extending term.

• Developed national agency relationships securing negotiated contracts for key accounts, i.e.

Supercuts, Papa John’s Pizza, and Fladeboe Automotive, specialized in high impact campaigns by

offering creative marketing concepts, i.e., media mix of mobile and print.

• Monitored and researched target market for new business opportunities by research of Internet,

TV, Radio, Newspaper, Journals and competitors, to achieve maximum productivity of new

business development.

PennySaver Publication, Mission Viejo, CA 5/2004 – 10/2006

Account Manager

Built recognition of services offered to new region by creating and implementing effective marketing

tools to enhance revenue and branding resources offered. Increased monthly revenue billing by $20,000

and retained account base of clients providing consistent service in campaign management.

• Developed new business opportunities by extending reach to related business in territory, offering

Print, Internet, and Direct Mail options in marketing.

• Affiliate Board Community Member offering presentations weekly at association meetings and

network events, branding PennySaver services in region.

• Host and participate in marketing business events, i.e., booth set up, host, create and organize

materials and supplies needed for attendees.

• Create effective marketing graphics for individual business growth, targeting demographics,

audience, products and opportunity. Work with other vendors to maximize campaign in

collaborative advertising, i.e., outdoor, radio, television and newspaper.

Century 21 Superstars, Rancho Santa Margarita, CA 1/2004 –

6/2006

Realtor

• Assisted buyers in home search with effective targeted research to meet buyer need. Presented

and negotiated offers on home purchase for buyers. Obtained and coordinated necessary

inspections and vendor services to meet buyers’ qualifications of property.

• Listed properties for sale and presented property in effective marketing and display for open

house.

• Market review with seller to receive the highest return on property sale to meet market conditions

and property value. Coordinated escrow for seller in escrow process.

• First quarter million dollar producer award.

References upon request

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