Sales Customer Service
Resume:
Nikole Ford
Rego Park, NY *****
********@****.***
Chief Executive Administrator December 2013 – February 2016
Web Blog Systems, Phoenix, AZ
Provided instructional leadership to department managers, developed and implemented the company's strategic plan, supervised marketing efforts and motivated administrative and sales staff.
•Determined annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results.
•Established sales objectives by forecasting and developing annual sales quotas
•Projecting expected sales volume and profit for existing and new products.
•Established and adjusted selling prices by monitoring costs, competition, and supply and demand.
•Researched and developed Income generating projects that were suitable for consumer and commercial clients.
•Developed and implemented web development marketing tools that were acquired for consumer and B2B.
•Developed and managed Client Relationship Management Tools (CRMs), databases and customer retrieval tools.
•Created daily, monthly and weekly reports and analyzed data on sales performance.
•Processed and coordinated lead distribution for Account executives using SalesForce.
•Improved departmental administrative efficiencies to reduce cost of client acquisition.
•Maintained departmental databases by gathering and entering data.
•Processed pre-commission and post-commission payouts.
•Compiled, prepared, verified and analyzed daily and weekly reporting for sales forecasting and quota setting.
•Created and developed client web development training course.
•Hired and Supervised customer service department and sales account executive employees.
•Created all company work flow processes increasing work hour efficiencies.
•Performed all day to day office manager duties, including payroll, taxes, business licensing and state regulations.
Executive Administrative Assistant December 2011- December 2013
Robert Half International, Phoenix, AZ
Provided a high level of administrative support to President, Chief Executive Officer and Chief Operations Officer of a national leading servicing company.
•Arranged/Scheduled meetings and complex travel arrangements for executives and directors.
•Composed, designed, proofread and prepared correspondence and reports for internal and external clients
•Prepared presentation materials for staff and board meetings.
•Created daily, monthly and weekly reports and analyzed data on sales performance.
•Processed, entered and coordinated lead distribution for managers.
•Improved departmental administrative efficiencies.
•Maintain departmental databases (CRM) by gathering and entering data.
•Received and distributed incoming calls, messages, faxes and mail.
•Created and maintained confidential company files.
•Retained records for client retrieval, purchasing and expense reports.
•Evaluated and revised administrative departmental procedures and processes to improve office efficiency.
•Maintained appropriate office inventory and supplies.
•Served as a backup to other administrative assistants, switchboard and/or receptionist as needed.
Real Estate Construction Administrator
Provided compliance administrative support to the Real Estate division for first time home buyers purchasing through federal and local grants.
•Established and maintained a tracking system for all Project construction records.
•Chaired all meetings scheduled by the Owner or Project Engineer and provided minutes.
•Reviewed contractor project schedule.
•Prepared agendas, conducted, and provided minutes for monthly job conferences with all parties.
•Certified Contractor’s Application for Payment in an appropriate amount.
•Interpreted documents and judged contractors work performance rendered interpretations.
•Responded to Contractor’s inquiries and questions and provided supplemental information as appropriate.
•Clarified and interpreted the intent and scope of the Construction Documents.
•Provided assistance in the review of the contractors’ requests for change orders.
•Prepared change orders for approval and execution.
•Conducted and participated in work observations to determine the dates of substantial completion and final work.
•Prepared, assembled and distributed the official punch lists.
•Reviewed Contractor’s guarantees and warranties.
•Certified final payment to the contractor when the requirements of the contract.
•Monitored the contractors schedule for the construction phase work.
Verizon Wireless, Chandler, AZ December 1996- March 2010
Sales Operations Consultant
Provided sales support for the Regional President in the execution of sales plans and objectives for the Business and Indirect sales channels.
•Compiled, prepared, verified and analyzed daily, weekly and monthly reporting for each sales channel for accurate channel forecasting and quota setting.
•Analyzed and prepared extensive sales data for the Executive Leadership team and recommended solutions to achieve monthly and yearly sales plan for the region.
•Reviewed individual market and regional sales performances and commissionable/ non-commissionable payouts for anomalies to ensure accurate reporting on the region’s key performance indicators.
•Prepared presentations for monthly sales/performance review meetings for Regional Sales Directors.
•Conducted frequent on-site market visits to field sales representatives and coordinate training, increased awareness of sales processes, internal systems and general knowledge of Company's goals.
•Processed pre-commissions payout and post-commissions payout support to the regions sales employees.
•Prepared monthly sales operations PowerPoint presentation.
Supervisor, Business Sales Operations
Managed and developed a team of Business Support Specialists in achieving key performance indicators and assured Government Agency compliance. Partnered with Retail/Indirect Sales, Implementation, Contract Management and Financial Services to maintain the highest quality assurance levels and customer satisfaction.
•Performed data and root cause analysis and reported on trends and potential improvement opportunities.
•Responded to requests from field sales director, manager and sales representatives for information regarding price plan analysis and customer information while providing administrative and sales support.
•Assisted with seminars, trade shows and customer on-site visits.
•Evaluated individual team performance through daily interactions, audits, monitoring & feedback from Federal, State and Local customers. Prepared and conducted staff/calibration meetings as needed. Monitored and tracked adherence to daily schedules and attendance policies, and compiled daily, weekly & monthly reports.
•Assisted Human Resources in loss prevention investigations.
Executive Leadership, Administrative Assistant
Provided a wide range and variety of administrative and support services to company executives and departmental directors. Scheduled, Coordinated planned and participated in executive management meetings, trainings and conference calls, prepared sales reports and presentations for meetings. Arranged travel for leadership team and executives. Compiled and tracked daily, weekly, monthly and quarterly sales achievement reports, verified accuracy of numbers reported.
Customer Service Representative, Customer Care, Call Center
Handled customer service complaint and resolution calls within an in-bound call center environment while troubleshooting/replacing equipment and maintaining customer satisfaction. Consistently scored above average on Quality Assurance monitors.
EDUCATION
Phoenix College, Phoenix, AZ,
Paralegal Associate Degree, 3.77 cumulative G.P.A., May 2013
Seattle Vocational Institute, Seattle, WA
Medical Front Office Certification, 1992
LICENSING
Arizona Department of Insurance
Accident/ Health Producer and Life Producer License, November, 2010
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