Customer Service Sales

Summary of Professional Qualifications

TRAINING & INSTRUCTIONAL DESIGN SKILLS

Provided training to new employees and internal/external clients on technical issues

Training documentation development using formatting that assists in ease of use

Co-Creator of instructional design including: demonstration, facilitation, eLearnings and learning objective /competency development

Identifying training and development needs within the Customer Service Department as well as needs identified with regular consultation by CSR Manager and Training and Development Manager.

Staff training and development

Familiar with: Retention Pyramid, Blooms Taxonomy and using the ADDIE model for training development

MANAGEMENT SKILLS

Experience as a manager working in a retail environment and a manufacturing/distribution global organization.

Supervise staff performing duties such as interviewing/hiring, scheduling and work delegation

Project management of technical and non-technical projects

Delegated suggestions and duties to other team members regarding opportunities for improvement in work-related tasks and processes

Creation of documentation for implemented processes using Lean/Six Sigma methodology.

OTHER SKILLS

Excellent communicator both verbal and written skills

Proficiency in Microsoft Office Applications as well as Epicor

Sales Force Experience

Experience in Merchandising.

Career Highlights

Co-facilitator/demonstrator of an online Customer Relationship Management (CRM) solution tool implemented to support the sales process and customer service. Training Return on Learning estimated at 98% participation with transfer and retention.

Part of a Team that pilots new CRM software development and part of the Training Team to develop training manuals and documentation for ongoing software development. Testing and troubleshooting of software and adapting learning materials to reflect development and changes in system design.

Part of the team that establish and opened a new TJ Max store. Trained 80 + associates for the opening of the store including: receiving and processing freight, new hire orientations and merchandising. Contributed to exceeding the inaugural year’s sales goal by 8%.

Experience

October 2012 – Present

OEA Team Leader - Camoplast Solideal, Charlotte, NC

Decreased the monthly tax errors from January 2013 to January 2014 by over 50%

Developed Sales Force Work Procedures for OEA and Data Integrity

Team Leader over a team of three individuals.

Co-Developed and Demonstrate weekly WebEx training sessions for Sales Force

Maintained a personal order entry accuracy rate of 99.55%.

Demonstrator for training for both USA and Canada - for Sales Force

Pilot Team Member of the Customer Service Representative testing and developing Sales Force processes

Developed a Training Guide for Sales Force to be used by the customer service team.

October 2011- October 2012

Sales Leader- The Limited, Charlotte, NC

Act as manager on duty during scheduled shifts.

Partner with other managers to manage payroll, set goals and discuss coaching opportunities.

Coach fellow associates to achieve desired behaviors.

Assist clients using selling modules and providing excellent customer service.

Trained new hire associates as well as seasoned associates in new positions.

May 2010- September 2011

Assistant Store Manager – Merchandising - TJ Maxx, Ashland, KY

Knowledgeable in analyzing reports and using resources available for weekly planning and goal setting.

Direct supervisor to a team of Merchandising Coordinators as well as sales floor associates.

Knowledgeable in processing and handling deposits.

December 2007- May 2010

Merchandise Coordinator/Key Carrier- TJ Maxx, Morgantown, WV

Supervisor of the Ladies and Accessories department.

Acting Manager on Duty as assigned.

Contributed to exceeding sales goals - Store volume between 9 million and 10 million.

Trained new and seasoned associates in area of responsibility.

Assisted in planning floor moves and merchandise areas for seasonal merchandise.

New Store Opening Team Member - new store opening in Ashland, KY.

Education

Westwood College Online 2007-2008: Completed 24 credits

University of Montana, Missoula, MT 2005-2006: Completed 12 credits

Garrett College, McHenry, MD 2004-2005: Completed 34

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