Sales Manager

SHONDA KELLOGG

Jacksonville, FL ***** 904-***-**** *************@*****.***

PROFESSIONAL SUMMARY

I am an enthusiastic professional eager to contribute to the team's success through hard work, attention to detail and excellent organizational skills. My prior experience demonstrates my ability to communicate with both upper and lower management while clearly understanding of the voice of the customer and my employer. I am motivated to learn, grow and excel as a Customer Advocacy Manager with your organization. SKILLS

Customer Focused,

Critical Thinking,

Quality Assurance,

Multi-tasking

Six Sigma Green Belt,

Outlook, Word, PowerPoint and Excel,

Oral and Written Communication,

WORK HISTORY

LOAN COORDINATOR II, 09/2016 to Current

PHH/Computershare – Jacksonville, FL

• Support a team of Private Mortgage Bankers; managing sensitive and confidential client documents

• Quality control all third party items: title, appraisal and insurance

• Prioritize and manage a pipeline of conventional and jumbo purchase and refinance loans.

• Accurately calculate income from wage earners and self-employed borrowers to determine qualification.

• Responsible for ensuring that all loan documentation is complete, accurate and compliant with company policy and federal guidelines.

• Ability to multi-task and while working with borrowers, underwriting and sales to fulfill and submit approval conditions while providing timely status updates.

• Effectively communicate loan application status to borrowers, vendors, title companies and real estate agents to ensure timely loan decisioning and on-time closing. NETWORK SUPPORT SPECIALIST, 12/2006 to 12/2015

AT&T – Jacksonville, FL

• Assigned work-list of trouble tickets based on specialist skill level to ensure client needs were properly addressed.

• Performed cooperative testing with technicians to aggressively identify root causes of service failures, ongoing issues and trends.

• Recommended solutions and corrective actions; set proper customer expectations, while ensuring outages were resolved promptly, meeting service level agreements .

• Communicated with all third parties as a customer advocate, managing workforce personnel to ensure timely resolution of all escalated problems.

ACCOUNT MANAGER, 11/2002 to 12/2006

BellSouth Long Distance – Jacksonville, FL

• Developed improvements that streamlined the billing dispute process, which reduced operating cost and dispute cycle times by 50%. This increased overall productivity and saved the company over $250K annually.

• Managed a dedicated account portfolio of 40 high volume accounts with projected annual revenues totaling over $500k annually.

• Evaluated customer contracts for shortfall penalties and proactively worked with clients and vendors to identify and resolve discrepancies

• Prepared transaction detail reports; working closely with sales and operation managers to investigate ordering and billing discrepancies and contract shortfall penalties.

• Generated monthly ad-hoc reports that allowed me to conduct monthly billing audits to ensure charges were applied to correct cost.

• Delivered and facilitated the requirements and training for the transition from the Jacksonville to the Atlanta office as part of the 2006 office closure. SALES TEAM LEAD, 06/1998 to 11/2002

BellSouth Telecommunications – Jacksonville, FL

• Coached newly hired sales associates in overcoming objections, effective selling techniques, and product positioning and bundling to increase their sales.

• Performed call quality monitoring and reviews for a team of 18 representatives; identified coaching opportunities and ensured accuracy and call quality matrix were being met.

• Provided Tier 2 escalation and service order support to internal and external customers.

• Prepared proposals for business wireline, internet, and wireless services while successfully negotiating volume and term agreements with business owners.

EDUCATION

Bachelor of Science: Marketing

UNIVERSITY of PHOENIX - Jacksonville, FL

CERTIFICATIONS

AT&T Six Sigma Green Belt Certified

PHH Lean Six Sigma Yellow Belt Certified

ACCOMPLISHMENTS

• Achieved the prestigious Emerald Award for obtaining over $1 million of revenue growth within a 2-year period.

• Recognized with the Pinnacle Award for outstanding sales performance; among top 10% of sale producers within a 9-state region.

• Service Excellence Award recipient for providing an effortless customer experience and delivering service exceeding customers' expectations.

• Awarded the BellSouth Long Distance Pinnacle Award for process improvements which resulted in 50% cycle time reduction and $250,000 in annual operating cost savings.

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