Customer Service Call Center

Michael Fahrney

515-***-**** *************@*****.*** Des Moines, Iowa 50317

CAREER OBJECTIVE

Proactive professional with 35 years of experience and a proven knowledge of customer driven management, entrepreneurial leadership and long-range planning. Aiming to leverage my abilities to successfully fill the role at your company. Then advance.

EXPERIENCE

BUSINESS OWNER, Des Moines, Iowa

Iowa Barn Solutions, January 2011-May 2022

• Identified potential barn removal job prospects

• Identified problems, made decisions, and implemented action

• Procured projects by directly contacting owners

Project management. Set timeframes for beginning and completion, schedule work hours and dates, monitor progress and ensure timely finish.

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• Manage finances to ensure fluid operations

• Sell / repurpose materials acquired from barn removal SALES CALL CENTER MANAGER, South Saint Paul, MN

Twin City Readers, January 2011-February 2013

• Developed sales team through motivation, counseling and product knowledge education.

• Write sales / verification scripts and answers to objections.

• Assessed marketing potential of new and existing data bases, considered statistics and expenditures.

• Resolved customer complaints regarding sales and service.

• Monitored costs, competition and sales results.

Determine through production reports which reps needed more coaching and monitored them to individually provide further training.

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• Managed sales team to consistently achieve growth and hit sales targets.

• Blow away sales goals set by owner by 400% (I will explain) MORTGAGE LOAN OFFICER, West Des Moines, Iowa

Infinity Financial Group, December 2005-January 2011

• Call/meet with applicants to obtain information for loan applications and to answer questions about process.

• Submitted applications for verification and to receive credit report the next/same day.

• Computed payment schedules.

• Marketed bank products to individuals and firms, promoting bank services meeting customers' needs. Explained to customers different types of loans and credit options that were available, as well as terms of those services.

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• Worked with clients to identify financial goals and to find ways of reaching those goals.

• Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.

• Established payment priorities according to credit terms and interest rates to reduce clients' overall costs.

• Counseled clients on personal and family financial problems related to excessive spending or borrowing of funds.

• Conferred with underwriters to resolve mortgage application problems. Contacted applicants or creditors to resolve questions about applications or to assist with completion of paperwork.

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Matched individuals' needs and eligibility with available financial aid programs to provide informed recommendations.

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• Closed Loans

GENERAL MANAGER, Bloomington, MN

Viking Magazine Service, March 1997-November 2005

• Prepare projections to create a business plan and prospectus.

• Compose a sales, verification, collections, and customer service training manuals.

• Compose sales, verification, collections, and customer service scripts and rebuttals

• Recruit, Hire, Train, and Motivate. (ask me)

• Manage 4 departments. Hiring reps, initial and ongoing training. Monitor production and collection results to determine success of programs, reps, marketing databases, and hours of operation.

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• Implement changes to increase production, reduce complaints, and increase contacts.

• Answer BBB and Attorney General complaints resolving to customer and agency satisfaction. SALES AND MARKETING MANAGER, TRUCK DRIVING, ETC

More work history available upon request

EDUCATION

MASTER OF BUSINESS ADMINISTRATION (M.B.A.) IN MARKETING Des Moines Area Community College,

December 2022 GPA 3.5

Relevant Coursework

Life On Life's Terms

Extracurricular Activities

Volunteer Work Community Service

ask me about school

SKILLS

Leadership And People Development Customer Service Employee Training Verbal And Written Communication Sales Planning Employee Motivation And Performance Driven And Determined Customer Accounts Management Business Management And Development Policy And Procedure Development Sales Strategies Project Oversight Attention To Detail Business Administration Business Correspondence Team Leadership Regulatory Compliance Talent Scouting Management Team Leadership Expectation Management Human Resources Oversight Adaptable And Flexible Service Delivery Oversight Business Performance Improvement Approachable And Outgoing Raising Capital Constructive Feedback Compliance Requirements Sales Growth Balanced Work Ethic Thrive Under Pressure Innovative And Visionary Program Administration Results Orientation

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