Customer Service Sales

DENISE TAYLOR

**** **** ****** **. *: 817-***-****

Fort Worth, TX 76131 C: 815-***-****

**************@*****.***

Leadership-oriented professional in Client Relations, Sales, Marketing. Recognized as a strong coach and trainer who is able to develop individuals in both direct and indirect reporting relationship. Skilled at learning and applying new information, system and resource development, project management

Strong Communicator – Exceptional customer service skills, training and mentoring individuals and writing policy and procedures. Carried out ISO training and implementation. Legal contract negotiation.

Detail Oriented – Wrote and implemented document interface between BHLM Law and clients: Citi Group, BOA, Chase, Capital One and more. Consolidated legal letters by rewriting existing ones and purging old outdated ones.

Goal Driven – Reorganized client services, responsible for bringing back an 8 million dollar customer, expanding customer sales which resulted in 10% increase in monthly sales.

Experience

FIRST AMERICAN MORTGAGE SOLUTIONS 04/15 TO 10/15

CLIENT SOLUTIONS MANAGER (Laid Off)

Managed a team of 15 Escrow Assistants of day to day operations

Owned client relationship and acted as the escalation point for all program services, projects and operational performance issues

Developed lasting relationships that fostered client ties

Assisted with hiring, training, motivating and scheduling the appropriate number of employees to meet or exceed department goals while staying within expense guidelines

Identified training opportunities and worked with each individual, also implemented effective training for new and existing employees with a goal to consistently improve overall service

Interacted with clients and project sponsors, stakeholders and various project members to ensure that specified business needs are met; assisted in the post-implementation to ensure that all requirements were fulfilled

Monitored client requests or problem reports to identify any systematic patterns which may require additional action

Worked with management to analyze processes and made recommendations for improving efficiency

Created Executive Summary for weekly/monthly performance reports to ensure customer satisfaction

Worked with functional managers and performance reporting team proactively research and resolve

Tracked and developed client solutions tracking log

Reviewed monthly scorecards with each associate in areas to improve

EQUIFY FINANCIAL, LLC 10/14 to 02/15

EXECUTIVE ADMINISTRATOR (Laid Off)

Managed and coordinated multiple tasks and projects for C-Suite Officers

Coordinated and managed meeting schedules including travel arrangements when required

Designed and assembled reports, data and presentation materials for meetings

Managing multiple calendars and scheduled executive meetings

Recorded and reviewed data in Excel using complex formulas and procedures

Created appraisals from paper into a catalog using Adobe Photo Shop

Created policy and procedures

Used Sugar CRM

BHLM LAW, LLC 10/10 to 05/14

PROJECT MANAGER 05/12 – 05/14 (Laid Off)

Acted as a Voice of the Customer for internal status meetings

Created a interface program to send daily document images to clients

Delivered consistent and comprehensive follow up on outstanding project items

Reorganized letters and any type of communication

Provided dedicated support and follow up for yearly and quarterly Client projects

Assisted with ongoing support issues and coordinated with Management to provide timely resolution

Developed and implemented Standard Operating Procedures on different processes within the company

Daily auditing of accounts to make sure we are following the client guidelines

ISO Internal Auditing/ Created Risk Exposure

CLIENT RELATIONSHIP MANAGER 10/10 – 05/12

Managed: Client Services, Office Services and Compliance departments total staff of 20

Developed and maintained relationships with our clients and internal staff

Managed and improved day to day performance through call listening sessions, weekly project meetings

and direct communications with clients

Managed communications across internal business units and with clients for effectiveness and consistency.

Responded directly to client inquires and initiated client contact when appropriate

Effective information gathering, rapport building and time management for all projects, audits special

Requests and E-Discovery

Communicated observations, opportunities and problems with account relationships and recommend

appropriate actions to decision makers on executive and management teams

Strong attention to detail, goals, and client expectations, as well prescribed by each client requirements.

Trained new and current employees on process and procedures

Wrote and Implemented training documentation per client requirement

WHITNEY AUTOMOTIVE GROUP 03/10 to 10/10

MERCHANIDISING ANALYST (Company Closed)

Prepared and delivered user requirements and functional designs for project development teams

Documented and recommended functional solutions where applicable

Created conceptual and functional designs for solutions

Analyzed and documented current business processes. Recommended business process changes where applicable

Participated in production control to review product category

Participated in vendor follow up, catalog proofing, discontinued items, cost workups and promotions

ETX TRANSMISSIONS INC. 03/05 to 10/09

KEY ACCOUNT/MARKETING MANAGER (Laid Off)

Managed 80% of sales volume for all accounts, brought on new major customers

Managed 8 Customer Service Representatives

Established competitive pricing and physical year forecasts

Created all marketing promotions, press releases, literature and trade show material

Handled major retail customers such as AutoZone, Advanced, O'Reilly's, CARQUEST and Pep Boys

Proven record of sales growth of 20% by bringing on WD and wholesalers accounts while maintaining and

growing retail customers

Initiated feasibility, customer service, quality, cost and delivery studies

Experience in consultative selling developing growth plans with key accounts

Attended trade shows and built a sales network within the industry

ISO 9000:2001 Internal Auditor

Skills

MS Office ISO Auditing Certification

SQL SharePoint

Sugar CRM Adobe Photo Shop

Fast/Famos Xactimate Certification

AS400, UNIX

Education

Dundee-Crown High School – 1976

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