Development Director Customer Service
Resume:
Suzanne Renaud
Operations & Business Development Director
Haltom City, TX 76117
**********@*****.***
ACCOMPLISHMENTS
1. Responsible for the verification of all contracts, documents, and collection of monies from all clients of Roadrunner Charters for the Dallas, Fort Worth, Austin and San Antonio locations. Reduced very significantly the number of exceptions and late payments on all local and over-the-road charters, leading to an increase in pre-payments and a decrease in over 30-day receivables. 2. Generated, as the sole salesperson, via all available electronic media, sales equal to almost 33% of total gross revenue of Silver West for 2016 & 2015. 3. Increased the conversion rate of “leads/requests for quotes” from 3% to 85%, via company web page and other lead generating sources.
4. Responsible for sales of $750,000 in 2016 & $1.2 million in 2015, which accounted for almost 33% of gross revenue for both years.
5. Responsible for increase in outstanding loans of over $4.5 million & deposits of over $57 million, over an 18-month period during my banking career with Fidelity Federal. Authorized to work in the US for any employer
Work Experience
Coordinator of Sales & Verifications
Roadrunner Charters - Hurst, TX
October 2017 to Present
• Responsible for generating sales quotes
• Responsible for closing sales in excess of $650,000 ytd
• Responsible for verifying all documentation is in place in order to provide proper transportation services to clients
• Accounts receivable collections
• Generated complex and large charter confirmations
• Interacted with all levels of management with regards to client retention and customer service
• Worked with school districts, colleges/universities, corporations & professional sports teams in coordinating transportation services for both local and long distance charters Operations & Business Development Director
Silver West Limousines - Fort Worth, TX
February 2012 to May 2017
• Generated online & telephone sales which lead to hundreds of reservations for service.
• Responsible for Human Resources, as well as the hiring and training of new employees.
• Created the Policies and Procedures manual for the company.
• Followed through on service issues.
• Responsible for program/project management & coordination.
• Provided personalized customer service, with an extreme sense of urgency.
• Coordinated special programs/projects for client groups ranging in size from 75 to 400 people.
• Interfaced directly with clients via internet & e-mail, corporate web page, Facebook, LinkedIn, Twitter, etc.
• Created & administered daily operating processes to ensure policies were adhered to and understood by sales & operations staff.
• Cultivated strong relationships with clients to drive business development via referrals and “word of mouth” introductions.
General Manager
Llewes Consulting Group - Grand Prairie, TX
June 2009 to January 2012
• Responsible for business development.
• Provided customer service.
• Obtained approvals for small business credit lines
• Monitored financial activities such as accounts receivables, payables, depository reconciliation
• Fielded telephone calls and complaints from clients
• Responsible for achieving sales and profit goals
• Managed Sales and Customer Service Department
Vice President
Fidelity Federal Bank & Trust - West Palm Beach, FL November 1999 to April 2005
• Created Fidelity Federal’s cash management department, including policies & procedures.
• Increased lockbox processing units from 1,300 to 43,000 per month.
• Handled all personnel management issues regarding sales/customer service training.
• Originated consumer, commercial & mortgage loans from application to closing.
• Had lending authority of up to $25K (unsecured), $100K (secured). Assistant Vice President
Flagler National - West Palm Beach, FL
March 1985 to April 1999
Developed marketing strategies to capture market channels with new clients.
Brought new processes to firm for its growth, using various marketing strategies and communication skills to brand the firm in the market and attract new clients.
Developed strategies and business for the firm by building corporate relationships with clients.
Introduced improvements in business strategies based on customer feedback.
Expanded business along with the respective market share.
Played key role in company initiatives for developing new projects for future use.
Produced proposals & presentations for clients.
Regional Executive Administrative Assistant
Barnett Bank - West Palm Beach, FL
January 1981 to March 1985
• Provided administrative and legal support to senior executive.
• Interacted regularly with upper management, vendors and prospective clients.
• Liaison between branch managers and senior executives and officers’ loan committee.
• Originated unsecured personal credit lines over $10,000.
• Prepared all correspondence for regional vice president to include board presentations and minutes. Education
Virginia Bankers Association Graduate Scholarship award winner in Banking - received scholarship from Virginia Bankers Association University of Virginia - Charlottesville, VA
May 1980
Associates in Applied Science in Business Management John Tyler College - Chester, VA
Skills
• Business Development (10+ years)
• Policy development (10+ years)
• Process improvement (10+ years)
• Staff training (10+ years)
• training (10+ years)
• Public Speaking (10+ years)
• International Business Development
• Negotiation (10+ years)
• Microsoft Office (10+ years)
• Microsoft Word (10+ years)
• Microsoft Outlook (10+ years)
• Microsoft Powerpoint (10+ years)
• MSP
• Human Resources (10+ years)
• Change Management
• P&L Management
• Profit & Loss
• Program Management
• Project / Program Management
• Salesforce
• Senior Leadership
• CRM Software
• Strategic Planning
• Management
• Vendor Management
• Research
• Presentation Skills
• Marketing
• Project Management
• Product Development
• Relationship Management
• Pricing
• Product Development
• Relationship Management
• Conflict Management
• Sales Experience
• Customer Relationship Management
• Recruiting
• Sales Management
• Program Development
• Financial Report Writing
• Budgeting
• Forecasting
• Customer service
• Operations management
• Supervising experience
• Quality Assurance
• Sales
• Payroll
• Benefits administration
• AIA - G702-1992; G703-1992; G702S-2017 (1 year)
• Contracts (5 years)
• E-commerce
• QuickBooks
• Bookkeeping
• Financial analysis
• Analysis skills
Assessments
Sales: Influence & Negotiation — Highly Proficient December 2019
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Highly Proficient
Marketing — Proficient
December 2019
Understanding a target audience and how to best communicate with them Full results: Proficient
Customer Focus & Orientation — Highly Proficient
March 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Administrator — Proficient
April 2020
Personality and problem-solving skills.
Full results: Proficient
Supervisory Skills: Motivating & Assessing Employees — Expert February 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Expert
Project Management Skills: Time Management — Highly Proficient May 2020
Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient
General Manager (Hospitality) — Proficient
July 2020
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Customer Service — Proficient
May 2020
Identifying and resolving common customer issues
Full results: Proficient
Management & Leadership Skills: Impact & Influence — Expert July 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Expert
Project Timeline Management — Highly Proficient
May 2020
Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient
Attention to Detail — Highly Proficient
May 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Highly Proficient
Supervisory Skills: Motivating & Assessing Employees — Expert September 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Expert
HR: Compensation & Benefits — Highly Proficient
August 2020
Knowledge of compensation and benefits programs
Full results: Highly Proficient
Administrator — Proficient
September 2020
Personality and problem-solving skills
Full results: Proficient
Creating presentations with Microsoft PowerPoint — Proficient February 2021
Knowledge of Microsoft PowerPoint tools and features Full results: Proficient
Written communication — Expert
May 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Expert
Management & leadership skills: Planning & execution — Highly Proficient May 2021
Planning and managing resources to accomplish organizational goals Full results: Highly Proficient
Office manager — Proficient
April 2021
Scheduling and budgeting
Full results: Proficient
Work motivation — Expert
April 2021
Level of motivation and discipline applied toward work Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Publications
THERE IS NO SUCH THING AS GOING ABOVE & BEYOND WHEN IT COMES TO CUSTOMER SERVICE
http://WWW.LINKEDIN.COM
May 2017
There is No Such Thing as "Going Above & Beyond" When it Comes to Excellent Customer Service - So Get Over Yourself!
It's called, DOING YOUR JOB. Whether that job is answering phones, processing customer requests or supervising a process, we must do that job to the best of our abilities, not the least of them. Every single time, every single day we interact with our customer/client. This means that we answer that phone with a smile on our face, each and every time, with gratitude for the customer's call and by taking personal responsibility for meeting AND exceeding that customer's expectations. Not with an attitude that we are doing him/her a "favor", nor that it is an interruption of our work and definitely not with the thought that we are going "above and beyond". We are doing the very least we can do - OUR JOB!
When we process a customer's request, (in providing excellent customer service/ie "DOING OUR JOB"),we must, each and every single time, do so with a sense of urgency greater than that of the customer. This does not mean we rush through that request, but rather that we process it being mindful that the time we take is like dog years to the customer - whether that time is 30 minutes or 24 hours. Along with this sense of urgency, we must communicate, communicate, communicate with our customer. There is no such thing as over-communicating. I don't recall a time when a customer of mine every said to me, "Please! Stop letting me know how things are progressing, it's too much When we supervise a process (some of us call this "management"), we must remember that the people reporting to us do not belong to us, are not idiots or slaves and most certainly are not lesser beings. They are entitled to being treated with dignity, respect, kindness, professionalism and, as adults. We must remember, as those supervising a process, that how we behave speaks much louder than what we say. A previous ambassador to one of the U.S.'s foreign countries once said, "Do not believe what people tell you. Watch what they do.". Do you really want to be the kind of person that is not believed because what you do is too loud? The people that report to you are deserving of excellent customer service: your unqualified attention (don't text/look at your phone while someone is talking to you), your truthfulness and your sense of urgency when it comes to addressing whatever issues they might bring to your door.
If we can't do our job and take care of our customers, with a sense of urgency and personal responsibility, each and every time, we will lose them. Some of us already have Additional Information
SKILLS
Executive leadership
Multi-million-dollar P&L management expertise
Client/vendor relations
Business development
Staff training
Policy development
Process improvement
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