Donna Raines

Phone: 770-***-****

E-mail: ad0eq8@r.postjobfree.com or ad0eq8@r.postjobfree.com

PROFILE:

Seasoned sales and customer service professional recently returned to the workforce with work experience that ranges from small, independent organizations to large publically traded companies. Additional skills include: marketing, program management, software and hardware implementation, business IT solutions and web-based platform solutions.

OBJECTIVE:

To be part of a team that will use my technical sales, marketing management, and customer service experience to enhance the company’s overall success and profitability; to contribute to a company that demands results and compensates for success.

PROFESSIONAL EXPERIENCE:

REGIONAL CUSTOMER SERVICE MANAGER, Amazon.com Inc. (AMZN) - 06/2015—Present, Loganville, GA

Responsible for managing, mentoring and teaching a team of 10 customer service representatives across a 5 state area in order to maintain customer loyalty. Remotely monitor team members and serve as an escalation point when required. Coordinate with alliance shipping partners. Implement “Prime Household” accounts by remoting into clients’ workstations and configuring their systems. Spearhead the rollout of the Amazon Wardrobe service in the region.

● Selected and promoted ahead of my peers

● Graduated from the four-week Amazon Customer Service Management course

● Led the team to consistently exceed their performance measures every month CUSTOMER SERVICE REPRESENTIVE, Amazon.com Inc. (AMZN) - 08/2016—05/2017, Loganville, GA

Responsible for dealing with Amazon’s most preferred clients—our Amazon Prime members. Maintain customer satisfaction. Duties include handling disputes with vendors, making financial adjustments, tracking orders, returns and often assisting clients select appropriate products.

● Excelled in a company in which the CEO describes their standards and expectations as “unreasonably high.”

● Thrived in a corporate culture known for being relentless in performance evaluation and healthy competitiveness among employees.

● Consistently ranked in top 1% of customer service reps nationwide

● Averaged a 99.6% PRR (Positive Response Rate) for 9month before being promoted. GENERAL MANAGER, PDG Computers DBA Pifusion Software - 6/2005- 10/2013, Tucker- Duluth-Macon-Loganville, Georgia

Co-owned and operated 4 retail computer stores throughout Georgia. Responsible for lead generation and outside sales. Responsible for all hiring and training of staff.

● Implemented the Asset Management business model which became the largest revenue-generating business unit of the company.

● Provided turnkey IT solutions for businesses with computer hardware, software, POS systems, and backend management.

Reason for departure: Relinquished ownership as part of my divorce settlement. AREA SALES VICE PRESIDENT, Bravanta / AIM Human Capital Management: 5/2003 – 02/2005, San Francisco, CA

Responsible for selling customizable, online software systems to businesses across an 11 state sales area. Deepened relationships with existing clients and developed relationships with underserved markets.

● Earned the highest revenue of all regions in 2005.

● Discovered insurance brokers as an underserved market and sold high-margin intra-net portal which provided detailed benefit information internal information.

● Garnered various Call Centers as key clients by adapting our point- based system for customer service incentives and compensation

● Set up Client based Rewards card for retail clients for such as Office Depot, Carnival Cruise lines, and Norwegian Cruise Lines.

SENIOR SALES MANAGER, Online Benefits Inc. 05/1999 – 04/2003 Uniondale, NY Responsible for all sales in the 10-state Southeast territory. Sold an online web portal for employee benefits, 401K and insurance enrollment. Developed sales channels through insurance brokers. OUTSIDE SALES ASSOCIATE, Metro Atlanta Business Systems, Tucker, GA 11/1988–04/1999 Sales and Customer service lead for all sales in the metro Atlanta area. After internal promotion, developed sales teams and managed the backend and the front end of the sales cycle. Established routine cold calling schedules and networking events for the sales team.

● Was consistently top selling associate out of a sales team of 24

● Exceeded sales quotas every month 6 straight years

● Internally promoted to Sales Manager, consistently exceeded team sales quotas PROFESSIONAL DEVELOPMENT & EDUCATION

● 2017 Amazon Customer Service Management Training Program

● 2016 Amazon Customer Service Training

● 2010-2012 Gwinnett Technical College- Marketing Management Program

● Recurring annual training with Tom Hopkins Sales Training & Human Resources Training with the Society for Resource Management 1988 – 2007

COMPUTER SKILLS

● Operating Systems: Windows XP/Vista/Windows 7/8/10 - Web-XML, HTML

● Conferencing Tools: Microsoft WebCasts, WebEx, Present Online, Intercall Systems

● HRIS Systems: Peoplesoft, Lawson, SAP, ADP

● Software: MS Office Suite, Sales Force.com, Act!, FrontRange Goldmine, Onyx, Boomerang, Silverlight, Siebel Systems, Adobe Acrobat, Google ads/words, and SurveyMonkey software. AWARDS

● 2017May 2009 - Key Account Representative of Chamber for Small Business Development

● 1990, 1998 - Salesperson of the Year, Metro Atlanta Business Systems, Incorporated

● 1991, 1994, 1996 - Employee of the Year, Metro Atlanta Business Systems, Inco

● 1993 - Sales Manager of the Year, Metro Atlanta Business Systems, Inc.

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