Customer Service Sales

Professional Summary

Driven individual with over 5 years success in project and people supervision and over 10 years in sales and customer service. Familiar with navigating process and organizational change in a high growth company in a fast paced environment. Small business management including building a successful small business from the ground up, professional networking, local marketing, and small business finance.

Professional Value Offered

Project planning – design and implement cross-functional and departmental initiatives

Coordination of Telesales and Marketing EU/UK

Relationship building / Client management

Data driven – Developed quantifiable objectives and goals

Continuous process improvement – Identified and implemented KPI metrics

Team management experience – Managed staff of 17

Performance management – Staffing, termination, performance plans, and annual reviews

Data driven – Developed quantifiable objectives and goals

Policy, process, procedures - design and implementation

Training – cross-functional process and procedures

CRM experience – Salesforce.com, Parature

IVR experience – Cisco UCM

HR/Payroll -ADP, Workday

Oracle, Magento

Computer literate – MS-Office, including Visio, PowerPoint, and Excel. Multiple browsers and desktop operating systems.

Social Media experience

Small business management

Fluent in English and German. Basic conversational knowledge of Spanish and French

Experience

Marketing and Call Center Manager

Health Link Medical Center

April 2015 – June 2015

Staffing, training and performance management of three agents. Marketing campaigns for radio, newspapers, and digital media. Redesign of sales pipeline opportunities and operational cadence. Definition of SLAs. Organization and management of the sales pipeline and documenting and managing the sales cycle, from initial contact to completion. Infusionsoft procedure implementation as well as automation campaigns. Implemented first key performance indicators for patient coordinators. Position was eliminated (with two other positions) as part of a financially driven reduction in force.

Contact Center Supervisor

Association of American Medical Colleges, Washington, D.C.

June 2014 – September 2014

Staffing, training and performance management of 17 agents. Analyzed, addressed, and transformed availability and productivity in three months successfully, while maintaining quality assurance standards. Availability increased from team average of 40% to 80%, productivity was raised by 20%. Developed business continuity and disaster recovery planning for the team. Developed and delivered training and implementation of publication services. Created new ‘Voice of Customer’ program. Left position as a result of husband’s relocation to San Diego.

Customer Relations Supervisor/Manager - Europe

Rosetta Stone – Arlington, VA

March 2012 – June 2014

Built high performing European customer cross-functional support center providing customer care, technical support, sales, and media support functions. Team utilized email, telephone, internet chat, and social media (Facebook, Amazon, and Twitter). Staff management for up to 17 agents, including performance evaluations and performance management. Team outperformed existing out-sourced telesales center, leading to primary sales responsibility insourced to my team. Superior customer analytics combined with enhanced training matrix contributed to Rosetta Stone winning the Stevie Award for Customer Service and Sales.

Cross-functional collaboration with operations, sales, project management, and other departments in the US and Europe. Translated business goals into actively-managed performance metrics. Tied reporting and analysis for the customer experience directly to customer support processes. Restructured hiring and training processes, designed training curriculum, and developed career progression matrices for staff. Developed staffing projections and annual budgets for team. Designed and implemented team internal and cross-functional customer support policies. Redesigned telephony routing and IVR mapping. Systems included Cisco Unified Call Manager, Salesforce, Oracle, Parature, Tableau, Magento, Omniture (Adobe Marketing Cloud), Workday, ADP, Calabrio, Bomgar, Okta, BlueJeans, Workday, ADP, Lumesse, Box, and Concur.

Bilingual Customer Relations Agent

Rosetta Stone – Remote work from home

January 2012-February 2012 Promoted in March 2012

Customer Service and Technical Support for German, Austrian, Swiss and UK customers via email, phone, and chat. Promoted to Supervisor manager position after two months as an Agent. Presented product webinars for consumers, and PR target groups. Provided customer support on Facebook and Amazon. Developed Localizations (local language versions) of Rosetta Stone websites, KB articles, email templates. Systems used included Parature, Salesforce, Oracle, WebEx, Outlook.

Owner / Founder

EuroBalance - Los Angeles

November 2003-June 2011

Founded a sole-proprietor personal training business, with annual sales exceeding $75,000. Sales growth of 100% over 24 months.

Assessment, design, and implementation of clients’ programs with various fitness goals. Education of clients on proper strength training techniques using free weights and exercise equipment. Implementation of balance, stability, proprioceptive muscle-tendon work, flexibility, and lung capacity exercises in response to the client’s needs. Certified Lifestyle and Weight Management Consultant.

Research Assistant

Dialysis Study, El Camino College Torrance, CA

August 2002- February 2003

Patient exercise management data collection, and close monitoring of strength training of patients at the dialysis center in UCLA Harbor Clinic. Part of a three-year study of the effects of strength training for dialysis patients.

Physical Therapist, Supervisor and Physical Therapy Instructor

Diakonie Krankenhaus Rotenburg Wuemme Rehabilitationscenter – Rotenburg, Niedersachsen, Germany

Lehrinstitut für Physiotherapy Bremen Bremen, Germany,

Praxis für Physiotherapy – Leverkusen, NRW, Germany

Physical Therapist: 1992 – 2001

Supervisor and Instructor: 1996 - 2000

Management of the physical therapy practice: billing, scheduling, patient treatment, documentation, and staff supervision. As Instructor, liaised interdisciplinary networking and communication between 14 hospital departments and the physical therapy school. Instruction of approximately 120 students. Practical examination, licensing, legal release preparation, scheduling, and various administrative processes.

Education

B.A. in Kinesiology,

Minor in Pre-Physical Therapy

California State University Dominguez Hills

May 2011 Graduated Magna Cum Laude

GPA: 3.78

Associates Degree (with Honors) in General Education

El Camino College, Torrance

May 2004

GPA: 3.79

Licensed Physical Therapist

University Clinic Essen, Germany

January 1993

Lifestyle & Weight Management Consultant (ACE), CPR

Personal Trainer License (ACE), CPR

April 2003

Skills

Salesforce, Oracle, Tableau,

Magento, Omniture (Adobe Marketing Cloud),

Cisco Unified Contact Center, Calabrio,

MS Office including Visio, Bomgar, Okta, BlueJeans, WebEx, Google Apps, Parature, Workday, ADP,Lumesse, Box, Concur

CCNA class

German, English (fluent), French, Spanish, Latin

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