Customer Service Territory Manager

Bianca Washington

Jacksonville, AR ***** 501-***-**** *************@***.***

Operations Manager

Retail Sales & Account Management Customer Service Satisfaction Cross-Functional Team Leadership

Revenue Generation & Growth Operations Management Business to Business Management

Results-driven management professional with over 20 years of demonstrated experience in sales, customer service, business to business management, territory manager, operations management, and staff training positions in the retail industry. Excellent cross-functional leadership skills, leveraged to strategize, build and sustain 7-figure revenue growth while motivating individual peak performance from team members. Seasoned trainer and mentor with proven excellence in managing all core retail operations and customer service functions.

Recognized for consistently providing guidance and direction to talented teams of store associates in guest satisfaction, associate development, merchandising, inventory, cash control, human resources, safety, loss prevention, expense control, and exploiting unrealized opportunities for business growth in highly competitive, demanding environments.

CORE COMPETENCIES

Sales Operations Management Territory Business Management Training Program Design

P&L Management Budgeting & Cost Controls Inventory Management Quality Assurance

Workflow Planning & Prioritization Microsoft Office Suite (Excel, Word, PowerPoint, Access, & Outlook)

Professional Accreditations

• B.S. in Religion (Liberty University)

• M.A in Executive Leadership

Author of 10 books available on Amazon

PROFESSIONAL EXPERIENCE

Case Management Manager (May 2021 Current), Emergency Rental Assistance Program (ERAP), NY & SC Projects (Remote)

•Ensure the smooth flow of operations by planning, identifying, communicating, and delegating responsibilities.

•Provide daily reporting metrics and communication updates to operation managers.

•Develop and implement organization tools and motivational programs to recognize and reward individual/team accomplishments.

•Analyze data reports to discover trends, address issues, and identify opportunities for improvement/training.

•Collect and analyze data for operations metrics and develop data-based strategies for maximizing productivity and eliminating errors.

•Serve as subject matter expert to Supervisors and Case Specialists related to NYS ERAP project guidelines and application evaluation criteria.

•Assist in monitoring the Case Supervisor’s performance and adherence to outlined policies and procedures.

•Serve as a direct escalation point for exceptional cases.

October 2019-April 2021

AAA

Regional Business Consultant – B2B

• Generating new sales from businesses within VA territory

• Processing new memberships remotely and in the field

• Preparing full presentations to new businesses to acquire business

• Discussing cost, benefits and value of multiple plans based on needs

December 2017-October 2019

Comcast Cable Communications Inc.

Xfinity Field Sales Professional

• Generating new sales from residential territory

• Scheduling installation setups for customers

• Building and maintaining a funnel for future customers

• Top Sales Performer 1st quarter 2019 & Achievement Award given 2018

August 2016-December 2017

Student- Liberty University

September 2015 –July 2016

Hilton Worldwide

Reservations Agent

• Assisting clients with new and current reservations

• Coordinating events for guests

• Planning and building events for customer

• Top 5% in sales

November 2014 – September 2015

Student - Liberty University

July 2013 –November 2014

UAMC

Loan Officer

• Structuring & organizing customer files for VA, FHA, CONVENTIONAL &

USDA loans

• Analyzing & submitting applications for credit repair to prepare them to purchase

a new home

• Establishing a road map for clients that need to pay down debt or build credit

• Closing rate was 97% ($500,000 + loans)

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