Customer Service Sales
Resume:
Heide Capone Ward
Dexter, NY ****4
*****@*******.***
(315) 778 – 1040
SUMMARY
Highly motivated with over 20 years experience in the Banking Industry, Sales, Sales Management and Operational Management. Awarded Small Business Specialist 2007 demonstrating significant asset growth and furthering market penetration. Recognized for outstanding sales performance and customer service management in achieving 248% of credit card goals, increased consumer deposit portfolio by 170% and consumer and commercial loan goals by 115%. Self-starter with exceptional interpersonal skills.
PROFESSIONAL EXPERIENCE
SUBURBAN HEATING OIL PARTNERS, LLC, Watertown, NY 11/2014 – Present
Customer Service Representative
First point of contact for superior customer service for inbound, outbound sales & service calls, scheduling & coordinating installations, dispatch of product deliveries while maintaining superior customer service
Maintaining in-depth knowledge of products & services, account & billing processes
Daily & monthly reconciliation of customer information & records, plant liquid & non-liquid inventories as well as cash
EXFORD & EXFORD FINANCIALSERVICE, Watertown, NY 3/2010 – 9/2013
Financial Intern & Tax Preparation Assistant
Secured NYS Life and Accident & Health Insurance License
Increased knowledge of Financial Services to include tax preparation and effects, Personal Financial Advisement and Investments
Ensured excellent customer service
STREAM INTERNATIONAL, Watertown, NY 12/2007 – 3/2010
Senior Technical Support Professional
Provided Advanced Technical Support for Support Professionals
Training and development of Support Professionals
Provided coverage for Management Team as needed on a daily basis. Demonstrated the following skills: team builder, superior motivational managerial skills.
Excelled in consistently high-pressure situation. Received multiple individual awards for Quality Performance & KPI achievement
ROADHOUSE PIZZERIA & BAKERY, INC., Brownville, NY 6/2007 – 10/208
Owner Operator
Developed, opened & operated full menu pizzeria and bakery. Responsible for all aspects of operation
HSBC BANK USA, N.A., Watertown, NY 6/2006 – 6/2007
Small Business Specialist
Excelled in providing all aspects of commercial portfolio management and development
Awarded “Small Business Specialist for 2007” in 6 months
DEALMAKER AUTO GROUP, Watertown, NY 1/2001 – 6/2006
Sales/Finance Consultant
Participated in all aspects of motor vehicle sales to include networking, prospecting, product knowledge, negotiating and customer service
Exhibited superior sales skills consistently producing $2.5 million - $3 million annual sales
Achieved and maintained Dodge Gold Certification level, the highest level available
Provided excellent customer service skills as illustrated by a 99% Dodge Customer Service Index Score
KEY BANK NATIONAL ASSOCIATION, Watertown, NY 12/2000 – 1/2001
Assistant Vice President – Sales Manager 1993-2001
Responsible for aggressively cultivating new consumer and commercial relationships while maintaining and growing an individual customer base of over 585 clients while providing superior customer service and product knowledge
Increased consumer deposit portfolio by 170%
Achieved 248% of credit card goals & 115% of consumer and commercial loan goals
Ranked third in sales area and sixth in overall sales district based on sales performance
Recipient of 1999 President’s Circle Award for consistent superior sales performance and excellent customer service
Instrumental in motivating, training and coaching staff in proven sales techniques resulting in effective teamwork and successful sales associates
Small Business Commercial Loan Officer 1990 – 1993
Managed $6 million commercial loan portfolio comprised of small business customers: Independently structured loans through successive stages determining financial adequacy, evaluating industry, collateral and processing loan documentation
Improved and maintained credit quality of portfolio to Bank standards
Operations Officer/Manager 1985 – 1990
Displayed proven leadership skills by managing several areas of Bank Operations
Developed products to enhance and expand sales and customer relationships
Effective and accurate implementation of management directives
Designed and implemented bank-wide compliance and controls to ensure and enforce State & Federal regulations
Displayed superior effectiveness handling complex projects – General Operations Troubleshooter
Management Trainee/Personal Banker 1984 – 1985
Comprehensive management training program encompassing all aspects of Banking.
Accelerated program that resulted in early placement.
EDUCATION
BACHELOR OF SCIENCE IN Political Science, History Minor
SUNY Potsdam, Potsdam, NY 1984
Contact this candidate