Denise Smith

Located in Placencia, Belize returning to Columbia, MO 65203 011+501-***-**** acxs9q@r.postjobfree.com

E x p e r i e n c e d P r o f e s s i o n a l S e e k i n g O p p o r t u n i t y A s

Exceptional Organization Excellent Customer Service Self Motivated

Strong Time Management Routinely Exceed Expectations

Superior Attention to Details

Excel Verbally & Written

Strong Problem Solving Skills

Calm & Patient Demeanor

YP Marketing Solutions, St. Louis, MO

Win-Back Team (Retention) 10/2012 – 04/18/2016 Salary: $14.37/hr plus commissions

Responsibilities:

I call/email small businesses with disputes and uncover the issue, resolve problem, earn back their business by providing them with support and guidance.

Provide written or verbal instruction systematically guiding them on Adsolutions portal, connect program and website editing.

During my employment I have met or exceeded monthly objectives, which allowed me to move up into more challenging departments.

Provide excellent customer service to existing and new clients

Resolve conflicts on products and client order through Salesforce cases.

Coordinate with multiple departments to ensure deadlines are met

Provide concise details for the Design, Credit, Finance and Support Teams through Salesforce cases.

Communicate with client on progress of order via email or phone.

Collaborate with multiple departments to resolve complaints, claims or performance issues via Salesforce cases and tasks.

Utilize dual screen allowing me access to all programs needed during the discovery and proposal phase with potential clients.

Achievements:

During my tenure I have received numerous awards for exceeding objectives.

My most prized award is from clients who have written letters regarding their experience and satisfaction.

Working in the Win Back department was without a doubt the most challenging position, but extremely rewarding. I dealt with current and former clients who were upset with products or lack of customer support. I was able to find solutions by listening and regain their business in most cases. I started in the Business Acquisitions Outbound Sales calling prospective businesses and working with them to find the best solution for their business. After 6 months I was promoted to the Incoming Business Acquisition Team, same as outbound except they called wanting information. After a year I decided it was time for me to step up and take on a challenge and was promoted to Win Back as a Retention Specialist.

RANSTAD STAFFING, St. Louis, MO

636-***-****

Maritz QRT Travel Center 05/2012 10/2012 (temporary position)

Customer Service Representative – Call Center Salary: $11.00/hr. plus bonuses

Responsibilities:

Utilize “Agent” Call Center Phone System

Adhere to Strict Federal Aviation Guidelines

Communicate Program Information with Clients

Maintain Calm Demeanor in Tough Situations

Assess Customer Feedback and Provide Agreeable Resolutions

Book Travel with Sabre system according to Federal Regulations

Achieved #1 for Sales both Weekly and Monthly

Maintain Low Call Time

Booking and Documentation with 100% Accuracy

Document Daily Log for All Calls

Document Client File to Purpose of Call

I needed to gain the call center experience in order to obtain an Inside Sales position. The most satisfying and gratifying experience was clients appreciation of receiving personal attention they were not used to receiving. Several of the clients had called in expressing their satisfaction of how I treated them during their booking.

I took a month off to care for my ailing step-father who has since passed.

DA COM, St. Louis, MO

314-***-**** Jack Tipton

Sales Representative 10/2011 – 4/2012 Salary $30,000 plus Commissions

Responsibilities:

Cold call B2B selling copier, printer and CAD solutions to Attorneys, Accountants, Engineers, Architects

Researched Contract Discrepancies, Documented Files, Communicated Orally and Written Resolutions According to Company Guidelines

Negotiate Contract Terms

Research, Document and Direct Resolutions for Customer Complaints

Document Loan Contracts

Update Customer Database Daily in Salesforce

Negotiate Payment Terms with Client

Create Proposal

Customer Service via Telephone, in Person and Email (Outlook)

Conducted Training Classes for New Equipment at Clients Office

Retained Current Customers by continuing communication and checking on equipment needs

Exceed Customer Expectations by Delivering On Promises

Achievements:

Exceeded Objectives within the First Month. Received accolades as this had never been achieved.

Exceeded Objectives throughout my tenure in new revenue and retaining existing.

I had never worked in this field, but my prior sales experience helped me to adapt quickly.

THE MEN’S WEARHOUSE: St. Louis, MO

800-***-**** x7271099

Contact Employer Yes

Assistant Store Manager 5/2006 – 10/2011 Salary: $22,000 plus commission

Responsibilities:

Assess Customer Feedback and Implement Training Where Needed

Negotiate Fees with Clients

Direct Daily Work Needs

Direct Interview Process and Hiring

Research Ways to Increase Store Volume, Recommend New Product Lines

Identify Disciplinary Needs and Effectively Implement Action

Research, Identify and Establish Training Modules

Design Floor Displays

Research Inventory Reports to Determine Product Needs

Train Support Staff on Registers and Oracle

Conducted Weekly Meetings to Help Sales Staff Reach Goals

Achieved Personal Sales Expectations

Maintained Positive Work Environment

Create Schedules

Submit Supply Orders for Store Operations

Sold with Integrity while Educating Customers

Assisted Store Manager in Achieving Annual Sales Goals through Teamwork

Achievements:

Suggested Internal Ordering System for Stores, Reducing 35% of Customer Complaints and Millions in Lost Revenue New System Increased Revenue by $7.8 Million the First Year and Reduced Staff from Not Selling on Average 2 Hours Per Day

Increased Fee Recovery from 40% to 94%

Personally Ranked Top 5 Each Year for Highest Average Ticket, Out of 297 Sales Staff In Region

Rank #1 Overall in Store of 6 Sales Staff

Awarded Rookie of the Year in 2006 for the Southwest Region

Increased Revenue at Two Stores to Achieve $1.8 Million “Excellent Year End Sales Goals” for the First Time

Numerous Letters of Customer Satisfaction and Appreciation Sent to Corporate Office Regarding Their Experience

GORDON’S JEWELERS: St. Louis, MO Contact Employer – Out of Business

Sales Associate August 2005 to May 2006 Salary: $12.00/hr. plus commissions

Responsibilities:

Meet and Exceed Sales Goals

Open and Close Store

Bank Deposits

Daily Inventory Counts

Complete Daily Reports

Transfer Product In/Out

Order Product from Vendors

Custom Design Settings

Achievements:

No. 1 in area for sales

Helped store achieve year end goals for first time.

Achieved success in Sales with no prior experience

Established Written Guidelines for Customer Rates

Established a Fixed Deadline – Reducing Loss of Profits

Received awards for exceeding monthly goals

Numerous Client Letters Regarding Experience Working With Me to Resolve Their Issues

Education:

COURT REPORTING INSTITUTE OF HOUSTON

Online course study of Court Reporting/Stenography (full time student) 1/2010 – 1/2012 (GPA 3.30) Completed courses in Medical Terminology, Anatomy & Physiology, Biology, Psychiatry, Chemistry, English 1 & 2, Legal Terminology – 3.82 GPA in core classes. Unable to achieve required speed on steno machine to achieve degree.

Systems:

Windows 10, MS Office 2010 (Word, Excel, Outlook) Adobe Acrobat Salesforce Solo Case Catalyst Internet Research; Oracle; POS System;, Lanier and Toshiba MFP print, fax, scanner systems; Soaring Database; Data Entry; Sabre 2.5; QuickBooks; Quicken; Apple; MAC; IBM; “Agent” Phone System; Windows 7; Firefox; IE 9; Chrome; Cisco Phone Systems; A-Frontier; AdSell; I-PrepII; CCAP; CRM; SFA, CP3, Clear Slide

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