Customer Service Sales

PAM SCAMURRA

**** ***** **** § MISSISSAUGA ON § L5A 2N6

Cell: 416-***-**** § Email: ********@*****.***

PROFILE

** ***** ********** ********** ** Business Sales & Service with a commitment to delivering record breaking revenues as a key driver of company goals

Proven ability to operate within the boundaries of a set budget and demonstrate leadership and management success

Strong entrepreneurial drive to succeed and obtain optimum results by providing solid support, guidance and coaching to sales teams

Effectiveness in recruiting, motivating, and training sales and customer service representatives

Exceptional time management skills with proven ability to prioritize workloads to meet critical deadlines in a fast paced environment

Strong computer skills with ability to operate ACD Meridian, Symphony, Marketel Auto Dial, and Aspect

AREAS OF EXPERTISE

Building Revenue & Profitability

Customer Service Management

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Sales & Margin Improvement

Managing prospects and clients

Teambuilding & Training

Cost-Reduction Strategies

Strategic & Tactical Planning

PROFESSIONAL EXPERIENCE

Outside Sales Supervisor May 2015 – Present (Part-time)

Covers

Deliver effective sales presentations: promote, service and sell commercial and residential window coverings

Maintaining and overseeing window treatment showroom while attending to walk in customer

Monitor customer satisfaction and troubleshoot any issues that cause customer concern after sale

Assess service satisfaction, confirm complete satisfaction by “holding customer’s hand” throughout the customer service cycle

Responsible for generating business by cold calling and maintaining existing customers by executing in house client maintenance program

Successfully resolved customer service and selling problems and misunderstandings

Sales Manager 2003 –Feb 2015

Better Business Bureau

Successfully managed and oversaw Sales and Customer Service department by creating and maintaining a self policing, self respecting department while optimizing maximum productivity

Networking in the merchant community and being an ambassador at various B2B events

Increased company client base by 180% selling advertising while bringing in new customers and servicing existing accounts.

Explored profitable new business opportunities and developed strategies to take advantage of opportunities by maintaining excellent business relations

Worked well below set budget, monitored spending and overhead costs, determined guidelines and analyzed data for report purposes using MS Office and Industry specific applications

Recruited, trained and coached Inside and Outside Sales Reps for outstanding performance and engaged staff in ongoing professional development

Sales and Service Manager Jan 1999 – 2003

Veritech

Oversaw 2 departments made up of 12 Inside sales representatives and 10 customer service reps in a 3rd party call centre environment

Managed scheduling, operations and meeting sales goals; increased revenue by 37% while controlling wage costs

Exercised leadership by coaching and motivating supervisors and reps to ensure maximum productivity; responsible for dealing with recruiting, dismissal and disciplinary action

Maintained strong relations with vendors and brokers by negotiating products and services to generate in-house revenue

Sales Supervisor 1989 –1999

Toronto Window Designs

Delivered effective sales presentations: promoted and sold commercial and residential window treatments

Responsible for generating new business by cold calling and maintaining existing customers by executing in house client maintenance program

Successfully resolved customer service and selling problems and misunderstandings

PROFESSIONAL DEVELOPMENT

BBB College of Retention Better Business Bureau 2013

BBB College of Sales Management Better Business Bureau 2010

Conflict Resolution Better Business Bureau 2007

Mohre Management Bell Canada 2003

Cascade Seminar “The Vision” Skills Path 2004

Climb Training Veritech Communications 2000

The Sale and Beyond Veritech Communications 2000

Time Management Dun & Bradstreet 1999

Selling Over the Phone Bell Canada 1997

The Art of Selling Bell Canada 1994

EDUCATION & TRAINING

MaryMount University Bachelor Arts 1984

Rome, Italy Major- Art History

REFERENCES AVAILABLE

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