Customer Service Sales

KELLY LECHNER

**** * *** * ********, IN ***** 608-***-**** ***************@*****.***

SUMMARY OF QUALIFICATIONS

Motivated and personable business professional, who shows leadership skills. Diplomatic and tactful with clients, co-workers, and business associates at all levels. Accustomed to handling sensitive and confidential records. Flexible and able to maintain a sense of humor under pressure. Poised and competent, recognized as a hard worker with a positive attitude who thrives in deadline-driven environments.

August 2011-Present *West Business Services

Sales Manager- American Express Small Business Acquisition

Routinely analyzes business results using Key Performance Indicators (KPI’s) to identify performance plan.

Identifies performance gaps and develop plans and makes adjustments to ensure gap closure.

Translates client expectations and goals to program team and define appropriate standards of performance, individual goals and KPI's.

Coach, develop, and mentor subordinates achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges.

Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.

Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility.

Works with client liaison, management staff and program team to develop strategies and plans with business unit goals and SMART objectives based on established schedule in order to deliver and/or exceed client expectations.

Responsible for staff recruiting.

Responsible for staff motivation and recognition.

Senior Sales Associate- American Express Business Card Consultant

Responsible for exercising exceptional sales skills in an effort to optimize each contact with a potential customer ensuring adherence to department policies, procedures, and timelines

Locate and define potential target markets and develop sales opportunities through cold calling activities, in person introductions, networking, and referral sourcing

Develop relationships with sales opportunity decision makers and provide in-depth review of products and services

Conduct detailed product demonstration in an effort to educate potential customers about product features, benefits, and advantages of products or services

October 2009-July2011 Bunbury and Associate Realtors Office Manager/Agent

Successfully guided homebuyers and sellers through the sale and purchase of properties.

Generated lists of properties that were compatible with buyers' needs and financial resources.

Coordinated appointments to show homes to prospective buyers.

Established positive flow of communication with other agents, buyers and sellers, mortgage officers, title personnel and attorneys involved in the home buying and selling process.

Presented purchase offers to sellers for consideration.

Negotiated contracts on behalf of clients.

Coordinated property closings, overseeing signing of documents and disbursement of funds.

Maintained office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

January 2007-October 2009 Shorewest Realtors Agent/Instructor

Present purchase offers to sellers for consideration.

Confer with escrow companies, lenders, home inspectors, and mortgage lenders to ensure that terms and conditions of purchase agreements are met before closing dates.

Interview clients to determine what kinds of properties they are seeking.

Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and leases.

Compare a property with similar properties that have recently sold in order to determine its competitive market price.

Generate lists of properties that are compatible with buyers' needs and financial resources.

Instructs assigned courses according to the course plan

Reviews class syllabus that follows the designed curriculum plan and explains course requirements.

Records student’s attendance and grades.

Administers student exams (general, mid-term and finals.)

January 1999-December 2002 Home Depot Customer Service/ Front End Supervisor

Assessed client needs and recommended appropriate products or modifications

Successfully assisted customers in merchandise selection

Received all telephone calls and responded in polite manners and answered promptly

Provided efficient solution of the customer's problems

Conducted market research and anticipated customer's needs

Served as a link between customers and company management

Created employee schedules

Completed operational requirements by scheduling and assigning employees; following up on work results.

Maintained office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

EDUCATION

Blackhawk Technical College Janesville, WI

Dental Assisting Program

Edgerton High School Edgerton, WI

SKILLS

Report Preparation Microsoft Office

Written Correspondence Scheduling Accounting/Bookkeeping

General Office Skills Typing (72 WPM) Front-Office Operations

Excel

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