Customer Service Sales

Summary

Highlights

Accomplishments

Experience

KOKETHIA EDWARDS SAUNDERS

* ******** *****, ******, ** 27713 H: 919-***-**** C: 919-***-**** ************@*****.*** Candiate is a skilled customer service management professional seeking a new career challenge. Proven sales and marketing background to accompany management skills. Team management

Conflict resolution techniques

Client relations specialist

Marketing savvy

Meticulous attention to detail

Focused on customer satisfaction

Model Customer Service Division for all divisions within the 25 newspapers. Responsible for CSR policy and procedure handbook for all 25 newspapers. Reduced staff turnover by implementing several well-received team and morale-building programs.

Implemented the Bonus Sales Goal Program for additional incenitives. Revamped the Newspaper in Education program to include programs outside of normal target market (Literacy Center and Meals on Wheels)

Customer Service and Newspaper In Education Manager Nov 2006 to Sep 2016 Ther Herald Sun Newspaper - Durham, North Carolina Successfully managed the activities of 10 team members. Provided training in off site locations. Created training manuals targeted at resolving even the most difficult customer issues. Reduced amount of employee overtime by by effectively delegating tasks. Recruited, managed and mentored new and seasoned employees. Monitored the daily activities of customer support teams and new customer service representatives. Developed, implemented and monitored programs to maximize customer satisfaction. Interviewed, hired and trained new customer service representatives. Provided detailed monthly departmental reports and updates to department head. Addressed negative customer feedback immediately. Provided a high level of product and leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Managed departmental expenses to stay within allocated budget. NC Real Estate Broker Jun 2003 to Nov 2006

Taylor Hall Properties - Hillsborough, North Carolina Education

Responsible for the sell, manage and listing of real estate property. Interviewed prospective clients, accompany clients to property sites, discuss condition of sale and write up real estate contract from contract to closing. Residential property management experience. Senior Marketing and Sales Representative Feb 1999 to Jun 2003 The Herald Sun Newspaper - Durham, North Carolina

Responsible for the sale of advertising and other company products. Collaborated with customers to design products and advertising that met their specific business needs to ensure growth of their business and products. Prepared promotional plans to customers for upcoming events and special publications. Prepared sales presentations to clients do showcase the benefits of advertising and to track their results. Responsible for set up and marketing company sponsored events.

Inside Sales Jan 1993 to Feb 1999

The Herald Sun Newspaer - Durham, North Carolina

Responsible for inside sales calls to local businesses geared towards promotional or seasonal advertising. Developed and design large ad campaigns for publishing in the newspaper. Customer Service Representative Jul 1985 to Jan 1993 Blue Cross Blue Shield of NC - Durham, North Carolina Responsible for assisting customers with insurance related questions specifically regarding the Medicare program. Worked closely with hospital administrators, skilled nursing facilities, and other health care providers to ensure customer issues were resolved. Bachelor of Science, Business 1985

NC A&T State University - Greensboro, North Caroina, USA Coursework in Marketing and Business Management

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