Trainer, Customer Service, Sales, Sales Support

LEADERSHIP EXPERIENCE

HAMILTON RELAY, Pittsfield, MA

Training Coordinator Aug 2010- Mar 2011

Created and Designed New Hire Training Curriculum

Reconfigured and Reorganized Company Procedure Manual for use at all company Relay Centers across the country

Successfully facilitated all New Hire Training classes

Acted as Liaison to Massachusetts State administrators overseeing Relay

Performed qualitative testing of Relay Operators in a timely manner to meet State requirements

Partnered with Center Manager, Supervisors and Leads to improve Center performance in meeting State expectations

WALT DISNEY TRAVEL COMPANY, Orlando, FL

CTIS Sales Agent June 2007 - Mar 2010

Generated over $8 million dollars in revenue through consultative sales process with domestic and international guests by way of inbound calls

Attained Platinum Sales Status which represents 150% of sales goals

Recognized by Vice President of Sales Leadership for creating and developing new sales and guest service training for incumbent sales staff

Chosen by Sales Leadership to coach fellow sales agents to increase sales performance

Chosen by Sales Leadership to create and implement Recognition Programs for successful sales agents

Exceeded Guest expectations by maintaining 93% average on all Quality Monitoring for the entire period

Partners in Excellence Nominee

Disney Star Award for Guest Service Excellence Recipient

Segment Trainer May 2004- June 2007

•Successfully facilitated classes for New Hire and Incumbent Cast Members mostly as a solo facilitator

Chosen by Training Leadership to facilitate at Remote Training Sites including Houston, Miami, and Salt Lake City

Identified areas of opportunity and developed action plans for sales agents to increase sales and guest service performances

Maintained high product knowledge and technical skills in cross-training incumbent staff between sales segments

Cast Development Coordinator Mar 2003-May2004

•Performed Quality Assurance reviews of sales agents

•Partnered with Training Leadership to identify areas of opportunities for improving sales training of incumbent staff

•Coached and mentored sales agents to increase sales and guest service performances

•Performed Quality Monitoring of sales agents to ensure exceptional Guest Service and to increase sales performance

•Recognized as Cast Member of the Month for the Disney Reservation Center

PROFESSIONAL EXPERIENCE

MONSTER (Contract) Weston, MA

Sales Support Apr 2016-

Working directly with sales representatives and management to execute opportunity and quotes within Salesforce.com

Point of contact for all sales support requests

Developing and updating sales training support materials and modules

THOMSON COMPUMARK Boston, MA

Customer Service Executive Oct 2014- Dec 2015

Providing exceptional customer service by conducting online chats, answering calls and replying to emails

Actively consulting with customers to match the best product for his/her needs

Researching inquiries regarding submitted trademark research orders

Successfully networking with online support team, inside sales team, and research analysts to ensure best search results for the customer

DELTA DENTAL (Contract), Boston, MA

Customer Service Representative Jun 2014- Jul 2014

Providing exceptional customer service to dental providers and members

Answering and researching inquiries regarding submitted insurance claims

Confirming member eligibility and benefits for providers and educating members about individual benefits

TUFTS HEALTHPLAN MEDICARE PREFFERED (Contract), Boston, MA

Customer Service Representative Sep 2013- Dec 2013

Providing exceptional customer service to healthcare insurance prospects

Triage incoming calls in a timely manner to determine the purpose of the call in order to provide solutions to inquiries by prospects

Schedule, maintain and execute outbound calls to prospects in order to best convert to memberships

THE ADVOCATOR GROUP, Chelmsford, MA

Client Advocate Jan 2013- Mar 2013

Providing phenomenal client service by answering all client phone calls, emails and correspondence in a timely manner and within strict deadlines

Educating each client about the Social Security Disability application process;

Ensuring that each claim filed is processed by Social Security as quickly as possible;

Completing all applications, appeals and requests for information within strict deadlines;

Speaking with each client regularly in order build and maintain a trusting relationship and ensure that each client feels supported throughout the process;

Collaborating with Claims Specialists to ensure that all status updates are relayed to clients;

CIRCLES, Chelmsford, MA

Customer Care Provider Sep 2012- Jan 2013

Delivered an excellent experience on calls with card members to drive customer loyalty and referrals

Maintained adherence to fixed schedules to support call volume

Set proper customer expectations for delivery of information, goods and/or services

Prioritized tasks to fulfill customer needs in a timely manner

GRAND CIRCLE TRAVEL, Boston, MA

Travel Support Associate Jan 2012- Mar 2012

Delivered an excellent experience on calls with travelers to drive customer loyalty and referrals

Consistently achieved individual quality goals in regard to GCC products and services

Consistently communicated all required information to travelers, including the details of products & policies

Maintained adherence to fixed schedules to support call volume

EDUCATION

AMERICAN OF DRAMATIC ARTS, Pasadena, CA

Associate of Arts, Theater

UNIVERSITY OF FLORIDA, Gainesville, FL

Bachelor of Arts, Theater

TECHNICAL SKILLS

Operating Systems: Win/2000/2003/2007/Vista/XP/7/10

Database: Siebel, OPSi

Software: Sales and Booking Client, A La Carte, One Source, Microsoft Word, Microsoft Excel, Microsoft Powerpoint, NICE, GERT, Lotus Notes, Survey Monkey, Paint.net, Constant Contact, Salesforce, WebEx

Social Networking: Facebook, Twitter, Instagram, LinkedIn, Skype

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