SKILLS

Customer Service

Appointment Setting

Calendar- Schedule Management

Efficient Multi-Tasking

Report Creation & Management

Sales Order Processing

Sales Techniques

Written & Verbal Communication

Positive Attitude-Energetic Personality

Training & Development

Coaching & Development

Client Relations

Relationship Building

Time Management

Self-Motivated

Team Contributor

Follow-Up & Follow-Through

Organization Skills

Microsoft Office Suites (Word, Excel, ect.)

Strong Computer Skills

Client Confidently

Cost-Effective Process Implementation

Result-Driven

Complex Problem Solving

Extensive Customer Support

Sales Leadership

Best Practices Implementation

Performance Management

Lead Generations

Staff Forecasting

Payroll

Action Growth Plans

Service and goal-oriented Customer Service Manager with 27 years of comprehensive experience in customer service, client relations, innovative sales techniques, and team management. A keen ability to coach & develop, implement strategic operations processes, and motivate teams to commit to producing results above and beyond expectations. Confidently communicates professionally, both written and verbally, while working in collaboration with dedicated cross-functional teams to design, review, and implement result-driven protocol in alignment with the organization’s culture, values, and goals.

PROFESSIONAL EXPERIENCE

Appointment Setter- Lead Generator Solar Sales USA Atlanta, GA 2013-Present

Conduct cold calls and answer inbound calls from prospective clients or customers ensuring every question is thoroughly answered and the customer is educated on all services and merchandise that will meet their immediate and future needs.

Strategize and analyze a lead generated list daily to determine the best strategies of communication utilizing best practices and modern technique to evaluate active and passive inquiries resulting in effective time management prioritization of client interaction.

Review and document prospective client information including their expressed needs, service and products to meet their needs, and realistic observation of the project scope and respective effort needed to close the deal or up sale opportunities.

Achieve and surpass daily and weekly goals by utilizing continuing education techniques and proactively working with leadership to identify areas of opportunity and influence recommendations to alter best practices and provide exceptional service to clients every interaction.

Compile product reviews through customer interactions resulting in the identification of re-current product related complaints that warrant immediate addressing and re-evaluation.

Office Manager Highlight Cleaning Service Atlanta, GA 2000-2013

Augmented the culture of the organization to align with a culture that build, units, and effectively collaborates to meet the needs of the client and maintain a positive reputation with the community.

Evaluated the performance of personnel by inspecting assigned areas to ensure cleaning standards are met while educating the personnel on the importance of quality work and best practices in time management when completing assignments.

Investigated, address, and resolved internal and external client concerns enabling the organization's ability to properly evaluate and recommend new best practices and implement with little to no push back.

Tracked and evaluated purchasing activities, supply & equipment usage and repairs as well as ensuring appropriate chemical labeling, dilution, and storage requirements are conducted in accordance with company, customer, and OSHA standards.

Energetically participated in company and customer training ensuring effective communication and distribution of information to the customer and employees.

770-***-****

ad2mv3@r.postjobfree.com

GREATER ATLANTA AREA

CUSTOMER SERVICE MANAGER

SANDRA WALKER

Master’s in Criminal Justice Administrations

Atlanta University

Atlanta, GA 1982

Bachelor of Art in Political Science

Minor: Sociology

Morris Brown College

Atlanta, GA 1979

Paralegal License

Widener College

Chester, PA 1980

EDUCATION

PROFESSIONAL SUMMARY

Logged, tracked, and substantiated all payroll and leave-management documentation before submitting to the payroll administrator for timely processing and accurate completion.

Customer Services Sales Allied Legal Supply Atlanta, GA 1999-2013

Presented and educated customers on company products and services resulting in the closure of more than 85% sales calls and reaching the agreed upon sales target by deadline.

Coordinated and set up follow up appointments based on customer inquiries and complaints ensuring every customer is aware of the latest developments for their respective situation.

Secured more than 500 sales orders as well as worked directly with the inventory manager on inventory related task ensuring sales orders could be processed in a timely manner based on the inventory reported in the system and back-office knowledge.

Sales AABAN Atlanta, GA 1999-1999

Obtained the “Got the Sale” by utilizing various customer sales methods including evaluating customer needs, building productive long standing strengthening an ability to meet personal and team sales targets.

Forecasted sales, developed innovative and unique sales strategies and methods and evaluations to address the effectiveness of each strategy and best practice.

Educated other team members on the best practices and methodologies to secure and or close the deal each interaction as well as the proper reporting and documentation to ensure all information sent for order creation is accurate.

Sales R.S. Andrews Heating & Air Atlanta, GA 1999-1999

Logged 10-15 confirmed sales with new clients generated as well as upselling 3-5 existing clients on services and new equipment upgrades resulting in a substantial impact on the organization ability to build positive customer relationships, develop new account through referral, closing deals, and ensuring repeat business from existing clients.

Networked with potential clients through cold calling, holding meetings with contractors, and attending trade or similar shows enhancing the company’s reputation within the community and industry for positive and quality HVAC work.

Fostered the development of new accounts while recognizing the customer’s needs and how to satisfy those needs utilizing strategic sales techniques for win-win experience for all parties involved.

Customer Service Manager Randall Brothers Heating & Air Atlanta, GA 1990-1999

Supervised more than 5 Service Technicians including the management of their schedule and dispatching orders, service installation, repairs, and maintenance to more than 50 customers each day.

Energetically corresponded with customers, technicians, dispatch personnel, vendors, and suppliers to ensure accurate communication of each job or project status and requirements.

Educated staff members on the importance of one-call customer satisfaction, safety compliance, and proactively continuing education to remain cutting edge within a saturated market.

Customer Services Manager Prudential Insurance-Atlanta Atlanta, GA 1999-1999

Facilitated the hiring, development & coaching, and performance management for more than 10 associates resulting in a well-rounded team of professionals willing to go above and beyond to ensure team and organizational goals are meet on a daily basis.

Handled all mitigating escalated customer situation including situation pertaining to compliance, regulatory, or procedural risks to the organization.

Oversaw the departmental budget in conjunctions with managing expenses including salary and travel expenses while proactively working with internal partners to eliminate discovered areas that need improvement to enhance the customer service delivery.

Investigator Fulton County Solicitor Office Atlanta, GA 1980-1989

Ascertained legal documents, law enforcement reports, and records such as court files, arrest bookings/charges, police incident and investigation reports warrants, property & evidence reports, criminal history, medical reports, crime lab reports, and other pertinent information resulting in a comprehensive preparation for court proceedings.

Analyzed and deciphered facts & evidence, historical criminal history, as well as criminal, traffic, and municipal codes as they apply to cases resulting in a full presentation of all findings to the prosecuting attorneys and or the Solicitor.

Prepared correspondence, letters, memoranda, reports, and other documentation ensuring all confidential documentation is delivered to the correct representative and in a manner that coincides with sensitivity of the information.

Facilitated complex and thorough interviews with victims & witnesses including the documentation of all reports, prepared statements, witness summaries, and confidential sources strengthening an ability to keep and maintain consistent contact with jailed defendants and interrogated subjects.

PROFESSIONAL EXPERIENCE (cont.)

Sandra Walker, Resume, page 2

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