Customer Service Change Management

EXECUTIVE SUMMARY

Trust establishing manager with 20 years of experience in technology and method change management. People oriented and technically savvy to bring change to new clients and implement change to existing ones. Skilled in illustrating goals, while crafting a path for clients to reach them.

PROFESSIONAL EXPERIENCE

Sales Focus Inc (dba Constellation) 11/2023 – 6/2024

Sell to Businesses a different supplier contract, converting businesses from ComEd to Constellation

Dovenmuehle Mortgage 9/2019 – 10/2023

Assigned to two tasks: Answer on behalf any one of 25 Lenders, acting as their agent while addressing the needs of the Borrower: Understanding borrower needs with Empathy, address all needs in one phone call.

Mortgage Foreclosure -

(Not part of Customer Service -)

Completed assigned queues/worklists within the assigned timeframe, sustained deadline target of 90%.

Continuous Refinement process to expedite the Building and Sending Attorney Referral Packets

Adhered to 24 hour turnaround time to requesting law firms, documenting visual review of documents

Drafted pre-foreclosure notice plus Terms of intent/demand and breach notices as needed.

Customer Service

Created positive reviews from borrower.

Improved borrower calls to a single call solution, with empathy being the single greatest tool for success.

Reduced unpaid mortgage payments by alleviating fear. Collections and Legal Penalty became last resort.

Invoked Loss Mitigation plans when necessary,

General RV 2/2019 – 11/2020

Sales Marketing

Redesigned sales solutions for Direct and Internet Sales

Attained 98% of weekly goals, and sustained that level.

Comcast 1/2017-11/2018

Direct Sales

Earned Security certification from State authorizing sales of Security from within Home

Considered Subject Matter Expert for entire product line, including Security, WIFI and Cable

United Electronics Group 3/2015-11/2016

Sales Manager

Managed Sales Transition from fine Camera to Smart Phone.

Restructured Customer Service to maintain high caliber expertise.

MacLaren Group 6/2012-2/2015

POS Implementation

Software Support Trainer and Deployment Specialist. Corporate Software Training in Retail and Hospitality. Trainer, Consultant and Deployment Specialist .

Assisted Corporate Software Training nationwide – Hyatt Intl, Hallmark, Chico’s, etc.

Implemented systems Nationally Over 1,0000 personnel trained on site.

Supervised transition to replace Software and Hardware on site within two days while store remained fully functional for business

Coordinate and Supervise the Training, Support and Troubleshooting until each store was complete

Hewlett Packard (Contractor) 8/2007 – 10/31/2011

Thin Clients Specialist

Manage and Utilize CDW 3,000 person sales force to sell new product

Drove an increase of CDW employees selling HP as well as end user purchases. Reporting progress of each was recorded into SAP through Microsoft Office and SalesForce, depending on whether report for end user purchases or CDW employee contribution to overall sales.

Call Center establishment – Structured best method for ROI.

Success is driven by Lead capture and Order Taking method.

Frequent Customer facing assist in direct sales to close sales.

Trained CDW sales staff on new HP products, and sales methods

Single point of contact for CDW and HP, managing 3000+ sales representatives

KEY ACCOMPLISHMENTS / CAPABILITES

Sales Consultant for Oracle – Sold and installed Call Center software. First client: Weber Stephens (Weber Grill)

Oracle (Sun Microsystems) Solution Specialist – Thin Clients Responsible for 25% of US sales. Architected structure for repetitive solutions.

Computer Sciences (CSC) Sr. Consultant, Practice Manager Senior Billable Consultant specializing in Banking Industry, Transition to Web Development Practice Manager.

Alliance development with Integrators and Partners key strategy to solution delivery.

EDUCATION

Bachelor of Arts, English, Villanova University

Attended MBA, Marketing, Keller Graduate School of Management

Certification

Certified Master, Knowledge Advantage, KA

Miller Heiman Sales Training

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