Customer Service Sales
Resume:
Estelle F. Seals
Aberdeen MD, **001
Day: 443-***-****
Email: adbjm9@r.postjobfree.com
PROFESSIONAL PROFILE:
Manager experienced in all facets of human resources, inside sales, outside sales, customer service, management analyst and training. Customer oriented with superior time management and analytical skills. Proven experience, collaborating with senior management to conduct strategic planning in order to support and further corporate goals and the mission.
EXPERTISE:
Training & Development Advanced Salesforce trainer
Strategic account development Review of contracts
Accomplished Human Resource Manager Empower high-performing sales teams Goal-oriented
B2B sales Professional in consumer marketing
Analytical problem solver
Strong interpersonal skills
WORK HISTORY:
Public Health Command Atlantic (P) Management Analyst
4550 Llewellyn Avenue 10/2015 to Present
Fort George G. Meade, MD 20755 Salary: 84,340
Supervisor: COL Christopher Keller Grade: NAF 04
oServes as management and program analyst providing subject matter expertise and recommendations to senior staff, management, and command. Applies extensive knowledge of management concepts, principles, and practices in the effective planning, execution, and review of initiatives and programs. Assists in analyzing mission, organization, work processes, methods, and procedures to identify best practices and recommend improvement in accordance with mission requirements and organizational structure.
oEvaluates existing public laws, Directives and Instructions, regulations, policies, and procedures to align programs and mission. Advises in the development of policy, procedures and other guidance related to management program areas across the Global Enterprise. Examines policies and procedures and reports to detect and eliminate conflicts, overlap, and duplication.
o Develops measurable performance criteria for operations, monitors and reports results, and recommends corrective action as necessary. Develop reports, summaries, policies, and procedures, and other correspondence to track performance, budget, and standardization requirements and/or submissions.
Determines data requirements for analysis and devises appropriate method to obtain information from automated systems, reports, and surveys. Develops and maintains the appropriate spreadsheets and / or databases for management information. Analyzes statistical data to determine validity of information, identify problems and trends; resolves various issues analyzes and provides completed product. Performs comparative analyses of activities to each other, budget, and / or industry best practices, and develops reports to outline opportunities to support enterprise decision making.
o Monitors the budget execution and validates ongoing budget requirements. Reviews operations and recommends corrective actions as necessary to ensure activities are managed and operated on a sound financial basis, are in compliance with policy, and are consistent with standardization initiatives.
o Interviews personnel, researches records, review reports, financial statements, regulations and directives to gather data.
oProcess personnel actions through DCPDS. Work with HR for standards compliance.
o Oversees all phases of assigned initiatives to ensure integration and coordination within established timeframes and maintain goals and objectives. Ensures sufficient internal control measures / mechanisms are in place and in use.
o Prepares and presents periodic review and analysis briefings. Evaluates specific operational areas and / or performs site assistance visits. Provides training to management and / or operational staff and represent the organization in meetings and / or conferences.
oExpert using one or more of the following system(s) and/or software(s), or equivalent: EDM, DCPDS, CPOL, Chase Paymentech, ePay/Blueforce, Veterinary Practice Management software, (ROVR), Standard Management Information Reports for Finance (SMIRF), or Standard NAF Automated Contracting System (SNACS) or compatible software
ROBERT HALF/DEXIS CONSULTING GROUP Executive Administrative Assistant 1300 Pennsylvania Ave. N.W. Washington DC 20020 8/2015 to Present
Supervisor: Devon Charles, Office Manager Hours Worked: 40/week Phone: 202-***-****
o Support and assist the CEO and Executive Management Team
o Order and distribute supplies, liaise with outside vendors
o Schedule meetings and events for clients offsite
o Receive and direct guests for banquet meetings
o Support and assist the CEO and Executive Management Team
o Assist with overflow work for other departments, including word processing, data entry, proposal production, contracts and research tasks
MAR SYSTEMS INC Inside Sales Manager
30625 Solon Road Suite G, Solon, OH 44139 09/2013 to 11/2014
Supervisor: Richard Stuebi, President Hours Worked: 40-50/week
Phone: 440-***-**** Salary: 64,000/year
oIdentified key growth opportunities for the business through strategic marketing and business development
oCapitalized on industry changes to maximize company revenue
oManaged the day-to-day tactical and long-term strategic activities within the business.
oConducted cost, schedule, contract performance, variance and risk analysis
oIdentifying qualified prospective clients and developing loyal customer relationships
oGenerating and following up on leads through intensive business-to-business cold calling (average of 150 calls each day)
oMaking effective telephone presentations to prospective clients, clearly communicating the competitive advantage that attending our events will bring to their businesses
oManaged CRM system Salesforce
oProvided recommendations on the difference between competitive brands and managed brands through innovative merchandising campaigns.
oLeveraged knowledge of customers, market trends and principal to successfully market MAR Sorbster Media.
oOffered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives
LAWSON PRODUCTS Sales Account Manager 6050 Oak Tree Blvd Ste. 350, Independence, OH 44131 01/2012 to 08/2013
Supervisor: Ron Davis Hours Worked: 40 hours week
Phone: 216-***-**** Salary: 68,000/year
o Identified key growth opportunities for the business through strategic marketing
o Capitalized on industry changes to maximize company revenue
o Manage portfolio of 125 accounts, which generated 680,000 in revenue per year
o Schedule an average of 45 appointments per week.
o Monitored market conditions, product innovations and competitor activity, and adjusted account sales approach to address latest market developments.
o Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial
o Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer.
o Addressed customer questions and concerns regarding products, prices and availability.
o Consistently secured new accounts, resulting in a 30% increase in year over year revenue
o Worked closely with company executives to identify new business opportunities, securing
Government accounts
oDeveloped and executed annual sales plans and strategies for Midwest territory
oGathered all relevant materials for bid processes and coordinated bidding and contract approval.
PR NEWSWIRE Sales Account Manager
1375 E 9th St Ste. 3100, Cleveland, OH 44114 05/2007 to 12/2011
Supervisor: Michael Estafani Hours Worked: 40 hours week
Phone: 216-***-**** Salary: 64,000/year
oUpsold add-on services to existing customers, generating incremental revenue of $135,000 annually.
oCompleted on average 80 daily outbound calls
oMonitored market conditions, product innovations and competitor activity, and adjusted account sales approach to address latest market developments.
oDeliver differentiating value from past sales support by understanding sales goals, methodology providing intelligence to improve their abilities.
oActively seek out opportunities to improve processes that delay any part of the sales cycle
oWork as a liaison with a specific sales region and director/manager
oTrained sales teams on educational products at seminars and special events
oResearched and secured 585 new accounts in 11 months.
MBNA Customer Service/Collections
25900 Science Park Dr., Beachwood, OH 44122 01/2001 to 02/2007
Supervisor: Michael Hours Worked: 40 hours week
Phone: 216-***-**** Salary: 74,000/year
oDynamic and reliable professional with extensive experience managing in customer-driven and dynamic industries proficient in Customer Service, Sales, Loan Servicing, Loss Mitigation, and Skip Tracing.
oMaintained a 93% client retention rate by suggesting strategic investment plans based on fixed income and equity investing report evaluations.
oAnalyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.
oMonitored risk accounts on a weekly, monthly, quarterly and annual basis.
oProvided feedback on performance reviews for representatives
oHandled skip trace and repossession activity on pre charge-off accounts; evaluated loan and determine the best resolution for every client concern
oCreated strategies to develop and expand existing customer sales, which resulted in a 65% increase in annual sales
oLiaised with the customer on repayment schedules, deferrals, and write offs; maintained and reduced delinquency on accounts while minimizing losses
oManage collection tools; extensions, loan modifications and reinstatements Provided support on system navigation, troubleshooting, sales, bill explanation and advice on handling customer service issues
oHandled inbound customer service calls; resolved escalated customer concerns
Ameritech Customer Service /Collections Mgr.
1300 E, Ninth St. Cleveland Ohio 44114 12/1994 to 01/2001
Supervisor: Darla Clark Hours Worked: 40 hours week
Phone: 800-***-**** Salary: 68,000/year
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production,
productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
oMeets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
oDetermines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
oAnalyze delinquent accounts and prepare report on highest risk accounts including recommendations for resolution
oInteract with customers to obtain additional credit information to support credit lines
oInitiate credits and adjustments to customer accounts within company policy limits
oCheck for credit viability on requests for extended terms, and evaluate various adjustments or exception documents
oResearch and make decisions on finance charge
oIdentify accounts requiring collection agency or legal action and coordinate collections with third party contractors
oDevelop processes and procedures for evaluating customer financials and setting and changing credit lines/limits, as well as credit holds; implement liens as necessary to major delinquent account as approve
United States Army 73C Finance Specialist National Guard, Army Reserves and Active Duty 71L Admin Specialist Edgewood Proving Ground, Edgewood Maryland
Ft. Stewart Georgia Hinesville, GA 06/1981 to 01/1993
oTrain finance specialist. Supervise disbursing, travel, military pay, foreign national pay, internal control and civilian pay operations.
oDesert Storm Veteran
oSecretary to General Barry R. McCaffrey
Education
MBA: Business Administration, June 13, 2015 Graduated Colorado Technical University - Colorado Springs, CO GPA: 3.73 Dean List Academic Achievement Award.
Minor in Healthcare Management
Member of Presidents Club
Coursework in Marketing and Human Resource Coursework in Statistics and Psychology
BACHELOR OF SCIENCE: Business Administration,
Colorado Technical University - Colorado Springs, CO
GPA: GPA: 3.88 Dean List Academic Achievement Award Magna Cum Laude
Minor in Healthcare Management
Member of President Club
Coursework in Marketing and Human Resources
References:
Name
Employer
Title
Phone
Jacqueline Truitt
AT&T (Retired)
Retired
adbjm9@r.postjobfree.com
Raymond Coleman
Harford Memorial Hospital
Supervisor
Celeste Patel
Dexis Consulting
MIS Program Manager
adbjm9@r.postjobfree.com
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