Customer Service Sales

SUMMARY

Accomplished broadly skilled professional seeking Customer Service Management; open to career change. Adept at collaborating across various levels in the organizations to accomplish strategic objectives and build organizational capabilities that drive performance. Nine progressive years of professional experience, including focus on Business Development, Human Resources Management and Business Operations functions. Obtained a Bachelor’s of Arts Degree in Legal Studies and a Masters of Art Degree in Management. Results oriented business leader, providing both tactical and strategic support in a fast paced, customer-facing, marketing and sales environment. Strategic partner to senior executives and divisional leaders; develop and drive plans that optimize talent, structure, process and culture. Working knowledge of Business Operations Management, Building Client Relationships, Customer Service, Product Marketing, Human Resources and Professional Services. This includes full life cycle Talent Acquisition and Field and call center training of a customer-focused representative, effective Sales Force; payroll distribution, quality control, shipment & processing of sales orders, monthly sales tracking and metrics, company policy implementation, inventory control, sales management and 3rd party fulfillments to ensure bottom-line organizational growth and operational excellence. Proficient with Microsoft Office programs with excellent written, oral, and interpersonal communication skills.

SKILLS

Unyielding integrity

Strategic partner

Accurate implementation and execution

Leadership & Teambuilding

Planning and design of best practices

Oral and written communication

Change management

Conflict resolution

EXPERIENCE

Service Manager: (Service Champions)

November 2015 – Present/ Brea, Ca

• Manage daily business operational activities of an office composed of 300 employees but was specifically in charge of 20 service maintenance technicians who serviced clients home HVAC systems while focusing on upselling ancillary products that would improve overall performance . Entering monthly projections, working with Microsoft word to implement daily office sales to insure the key performance indicators are being met, and maintained a consistent sales force to fulfill local client’s needs. • Managed 20 maintenance technicians responsible for servicing HVAC of customers, coached them, developed them through role play and monitored daily numbers to ensure consistency and progressive growth. •Foster career development by delivering actionable feedback on individual performance in 1:1 meeting, assigning achievable goals and projects, and coaching accordingly •Shared cross-team goals and performance standards with your team to properly align with the company Mission, Vision, and Values

• Coordinated recruiting efforts for highly skilled maintenance staff, while compiling and analyzing reduction in company loss while focusing on an ample ROI.

• Collaborated with other service managers to ensure specific metrics were meet by our maintenance technicians such as quality service, marketing and servicing of HVAC equipment

• Interviewed, hired and trained entry level and midlevel HVAC technicians on marketing strategies such as proper promotions of services, product and service advertisement in a controlled environment.

• Improved customer service quality results by studying, evaluating, and redesigning processes, while establishing and communicating service metrics through KPI’s.

Customer Service Manager (Location Manager): (Hertz Corporation/LAX)

October 2014 – November 2015/Los Angeles, California

• Managed and coordinated the operations and personnel to maximize productivity, market share, revenue and profit

• Achievement of 15 million in ancillary revenue annually and financial objectives within my division. • Conducted standard work audits on front line customer service agents who assisted daily customers with car rentals.

• Managed company sales strategies to gage achievement and maintain a high level of customer satisfaction by resolving charges via phone disputes and in person disputes.

• Routinely managed, evaluated service and sales process to maintain ethical standards

• Forecast demand, utilization, and financial performance, through a metrics system.

• Accurately forecast location financial outcome based on projected rental volume.

• Proactive fleet management to maximize revenue and minimize asset costs.

• Reviewed market data and communicated opportunities to the General Manager, City Operations Manager, and Reginal Revenue Management.

• Provided ongoing support to Location Managers through training, coaching and motivating.

• Gave specific performance feedback to each employee on a regular basis.

• Ensured unparalleled customer satisfaction while addressing customer issues in a timely manner.

• Managed, trained, coach and motivate the counter customer service staff of 15 individuals, through one-on-one interactions and group sales initiatives via power point slides

• Ran management meeting to assist front end managers on work task assigned through corporate

• Provided expert advice on organizational and leadership effectiveness, organization designed talent management and development, and change management to grow the organization.

Customer Service Manager: (Anaheim Marketing Group)

April 2007 – October 2014 / Anaheim, Ca

• Managed and directed daily business operations for a 50 person office, establish and maintain consistent communication between all departments while maintaining a regular visible presence.

• Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, while preparing and completing action plans .Implementing production, productivity, quality, and customer service standards; revolving problems; completing audits; identifying customer service trends; determine system improvements, and implementing change.

• Accomplished customer service human resource objectives by recruiting, selecting, orienting, training assigning, scheduling, coaching, counseling, and disciplining employees.

• Ensure department performance reflected company and regulatory agency standards for overall quality and responsiveness to various clients while identifying barriers for business growth, effective office design and efficient workflow systems.

• Provide guidance on employee relation issues, including disciplinary procedures, interpretation of policies.

• Organize and supervise all sales and administrative staff including scheduling, corrective action and performance management in a manner consistent with corporate policies.

• Provide expert advice on organizational and leadership effectiveness, organization design, talent management and development, and change management to grow the organization.

of high performing employees across the organization.

• Actively participated in senior management meetings, offer constructive solutions and risk mitigation, in addition to working with the vice president on developing specific strategic plans to better consolidate loss and maximize gains.

• Hired on CSR’s that promoted products for 3rd party vendors such like Costco and Sam’s Club

Assist. Sales Manager: (Drive Consulting)

Sept 2003 – March 2007/Fullerton, Ca

. Performed related duties as required by upper management and participated in development of special projects such as booking Sales events with gas station retailers such as Chevron, Arco & Shell • Manage the internal mobility process to actively facilitate the growth, placement and retention • Facilitated office training with all sales and customer service representative to ensure quality results and client satisfaction

• Coordinated recruiting efforts for highly skilled sales trainers and staff, while compiling and analyzing reduction in force reports, layoff analyses.

• Conducted exit interviews and issues final compensation packages • Developed weekly work schedules, calculated weekly payroll for all employees.

• Facilitated on-the-job training with all new and existing employees, to consistently update them on company policies and rules.

• Facilitated field training with all customer service representative to ensure quality results and client satisfaction

EDUCATION

Bachelors of Arts – Legal Studies, (University of California, Santa Cruz-2003)

Masters of Arts- Management, (American Public University-2016)

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