Sales Customer Service

Jenny Lunyk Management, Sales/Customer Service

http://jennylunyk.c.ws/

adbdlb@r.postjobfree.com 954-***-**** Davie, FL 3314

Passionate and highly dedicated Sales Management and Customer Service professional with over 15 years of experience providing superior service while drastically improving performance and sales. Strong ability to build solid, long-lasting relationships with clients, while partnering with various internal departments to align goals and succeed. Expertise in driving sales and implementing policies and procedures to best educate and train employees.

Highly accomplished as a team leader with the foundation to identify issues and resolve quickly.

Areas of Expertise include:

Client Relations

Advisement

Revenue & Profit Growth

Business Development

Facilitating Best Practices

Project Management

Sales Planning & Marketing

Results Driven

Employee Development

Microsoft Office

CRM

Staff Training & Leadership

Organized

Team Building

Strategic Planning

Excel

Problem Resolution

Conflict Resolution

Effective Communication Skills

Emotional Intelligence

Servant Leadership

Professional Experience

GOLD COAST SCHOOLS Tamarac, FL August 2012 to May 2017

Admissions Director

Oversee and compose crucial strategies in the development of sales and customer service functions, advising Campus Directors and Career Counselors on significant aspects of daily operations. Compose training materials and educate on various topics to seamlessly integrate new staff members. Identify opportunities to elevate performance, coaching throughout various sales and customer services techniques. Essential intermediary between IT Director and other vital internal departments to secure a functional and efficient phone system, reporting, and call handling procedures. Expert level leading a successful call center team towards essential KPI’s such as ACW, AHT, Schedule Adherence, Average Abandon time, and Abounded Call ratios.

Key Accomplishments:

Increased sales 45% in 5 years repeatedly outpacing goals and boosting sales, surpassing yearly projected revenue growth.

Spearheaded the incorporation of a business cultural overhaul and received an award as the Top Work Places for Small Businesses three years running ranking number 7 in 2015, number 6 in 2016, and number 10 in 2017.

Reduced abandoned calls by 12% by defining standards for Grade of Service on the handling of incoming calls and effectively enforcing new procedures. Realigned the Auto Attendant and routed calls in a highly efficient streamlined method reducing costs and increasing customer satisfaction.

Interviewed, hired, and trained new employees building a dynamic and successful team of 16 Career Counselors.

Launched Gold Coast Schools Fundamentals to encourage the team to strive for success in 4 competencies: Core Values, Focus on Service, The Collaborative Way, and Personal Effectiveness which includes 30 core behaviors.

Administered various call center tools to strengthen employees performance an well as monitoring incoming and outgoing calls for key performance KPI’s, which was established based on business needs.

Facilitated one on one coaching and side by side coaching to ensure the continuous success for each individual employee.

PERSONALLY YOURS STAFFING Sunrise, FL March 2012 to August 2012

Account Executive

Collaborated with internal recruitment team to ascertain accurate data based on client needs and wants. Verified Empact database to maintain an up-to-date system relaying vital information.

Key Accomplishments:

Stimulated new business opportunities through networking, cold calling, phone contacts, and in-person presentations, effectively building long-lasting relationships.

ALORICA (PRC) Miami Lakes, FL November 2011 to February 2012

National Wellness Supply Team Manager

Daily guided, coached, and set goals for 15 Telemarketing Sales Associates, scrutinizing objectives to meet operational goals in Sales, ACW, and Attendance.

Key Accomplishments:

Examined current processes and recommended potential improvements to enhance performance, additionally screening randomly selected calls to always guarantee high levels of service.

Devised a system to recognize high performers and identify opportunities to improve upon execution utilizing key metrics.

Worked closely with the Quality team and client to develop a satisfactory script.

Bank of America Charlotte, NC January 2009 to October 2010

Small Business Customer Service Senior Sales Specialist

Worked jointly with Small Business clients to assist with their banking needs. Resolving client’s concerns or issues during first call resolution. Upselling additional products or services to better their experience.

Key Accomplishments:

Outpaced peers in quality and sales while providing initial contact solutions. Percent to K 88.09 with an overall SCR percent to 91.38 in a center with over 100 sales specialists.

Rapidly recognized to be an On the Job training professional for new hires.

Additional experience includes Sales Executive/Assistant Manager with Impact Advertising (2004 to 2008); Sales Associate and Corporate Trainer with USL (2002 to 2004); Service Operations Manager with First Data Merchant Services (2000 to 2002); Customer Care Supervisor with NUI (1999 to 2000); Reservation Sales Manager with Walt Disney Attractions, Inc. (1996 to 1999); Telemarketing Coordinator/Office Manager with Abrams Group (1993 to 1996); Outside Sales Account Executive with Indiana Page Network (1990 to 1993).

Education & Training

PeopleTek Leadership Journey January-June 2017

Integrity Selling November 2013

Diamond & Diamond Grading April 2008

Accredited Jewelry Professional Certification Gemological Institute of America August 2006

Elkhart Area Career Center Certificate

Medical Secretary Program

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