Ellen Scherer

Ellen R. Scherer

Objective:

Seeking a position in Sales/Customer Service utilizing my experience and skills to increase revenue and customer retention with a career minded company.

Professional Experience:

Sales Professional with Managerial and strong Customer Service Background.

Successful outside sales and field work.

Proficient in all aspects of sales from consumer, business to business, and direct marketing.

Assertive and goal oriented.

Strong communication and negotiation skills.

Outstanding interpersonal skills for building rapport and customer retention. .

Successful track record of complete customer satisfaction.

Strong leadership, team building skills as well and a tenacious nature.

Proficient problem solver.

Knowledgeable with contracts.

Skilled with Collections.

Assisted with training and recruiting.

Complete product knowledgeable.

Work History:

Comcast 2007

Fife,WA.

Retention Specialist

• Inbound call center for provider of video, hsi, and digital voice services.

• Analyze customer’s services and offer alternate options to retain customer.

• Up sell existing services and offer new services.

• Establish LNP or native phone numbers.

• Resolve billing issues and accept payments.

• Transferring services.

• Scheduling appointments.

• Proficient in 1st call resolution.

ACS – Auburn 2006-2007

Auburn, WA.

Customer Service/Sales/Porting Specialist

• Inbound call center for VOIP provider.

• Contract interpretation.

• Track shipping.

• Tier 1 troubleshooting for installations, issues with features, technical issues.

• Direct interaction with Level 3, DSL ,Verizon Residential, XO Communications, and other providers.

• Assist trainer coaching new hires.

• Excellent product knowledge.

• Top achiever in quality monitorings.

Twentieth Century Mortgage 2005

Federal Way, WA.

Loan Officer

• Analyze applicant’s financial status, credit, and evaluation to determine feasibility of granting loans.

• Calculate amount of debt and funds available to pay off debt.

• Credit cleanup by negotiating with creditors.

• Interact with Escrow Company.

FSBO Northwest/Magnuson Capital Management 2004-2005

Federal Way, WA.

Director of Contact Center/Loan Clerk

• Cold call phone solicitation

• Establish rapport with potential clients.

• Appointment setting for loan officers.

• Up sell lending products.

• Research new leads for lending and real estate.

• Network with realtors and builders.

• Field work.

Home Furniture 2004

Tacoma, WA

Administrative Assistant

• Run daily and weekly reports.

• Billing.

• Daily banking.

• Coordinate deliveries.

• Interact with vendors.

• Participated in sales training.

• Hostess at promotional events.

• Inventory.

• Balancing at close of day.

Le Charpentier Furniture/Design Center 2003

Auburn WA.

Sales/Design Coordinator

• Furniture Sales of custom furniture and ready made case and soft goods.

• Up sell accessories.

• Shipping /receiving.

• Inventory.

• Interact with vendors.

• Design and implement enhancements to store displays.

• Purchasing privileges at Seattle Furniture and Gift Mart.

Business Career Training Institute 2003

Tukwila, WA.

Career Consultant

• Interview potential student with intent to enroll.

• Counsel on educational and career goals to determine if student would benefit from continued education.

• Conduct guided tour of campus.

• Administer pre-exam for Wonderlick Test.

National Payphone Services 1989-Current

Santa Monica, CA

Operations Manager/Master Agent

• Oversee complete operations for Telecom Company.

• Develop customer service programs.

• Create training and recruiting programs for sales agents.

• Conducted contract negotiations.

• Collections.

• Increased revenue by 20 percent on set base.

• Maintaining on going loyal customer retention.

• Interact with LEC’S, Carriers for 1+ and 0+ products.

• Direct interaction with Legal Department of Verizon, SBC and Qwest.

Real Estate Trainers 1985-1986

Santa Ana, CA.

Sales Counselor

• Inbound sales enrollment for real estate/insurance agents and brokers.

• Up sell continuing education courses/crash courses for exam preparation.

• Hostess at seminars.

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