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Customer Service Sales

Fort. Lauderdale, FL, 33316
August 31, 2012

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Professional Summary

• Nationally certified corporate trainer with superior skills in facilitation with the proven ability to analyze, design, develop, implement, and evaluate (ADDIE model) trainings for employees to meet/exceed the goals of the organization.

• Strategic leader with a successful background building and leading top performing teams in addition to cultivating and maintaining client and corporate relationships for 20 years.

• Brand Revitalization Manager providing training and education to employees, board members, volunteers, vendors, corporate partners and community resulting in a 15.7% increase in sales.

• Big picture and strategic thinker with exceptional communication skills, time management, problem solving with a

passion for coaching, training and workforce development.


YMCA of Broward County, Fort Lauderdale, Florida, 2007 – June 2012

Director of Marketing, Communications and Training

Reporting to Vice President of Operations, developed, implemented and evaluated annual strategic marketing, communications and training plan raising monthly revenue by 27%, increased sales by 15.7%, and achieved a retention rate of 68-72% utilizing innovative integrated strategies.

Responsible for coordinating all training initiatives: customer service training, consultative sales training, leadership development, coaching, performance management, effective communication and problem solving to over 100 employees quarterly.

Facilitator for new employee hire orientation and the onboarding process monthly.

Managed and monitored $220,000 annual marketing, communications and training budget.

Administered $8.6 million in membership sales revenue, oversaw $6.9 million in program revenue, and indirectly managed 20 employees, promoted cross marketing of programs and services.

As the corporate spokesperson, was responsible for directing the public relations company, pitching stories to TV reporters, managing crisis communication and dealing with the media during press conferences and special events.

Designed marketing, communications and training plan for new location openings with timeline, budget, and job responsibilities to include interviewing, hiring and training new employees, writing policies and procedures, marketing, promotions, advertising, and event management

Designed and produced training manuals, sponsorship decks, corporate presentations and internal and external collateral to meet the needs of all departments.

Built a successful communication and training plan to launch DAXKO (online customer relations management software (CRM) for registration integrated into the web site) in seven locations to increase revenue, membership, program participation and convenience for members and program participants; increased online registration by 17% the first year.

Designed and implemented the Corporate Employee Wellness Program, spearheading sales, implementing programs, and managing relationships with corporations to promote Healthy Living in companies in Broward County

Designed the Mystery Shopper as a quantifying tool to measure the customer experience and designed action plans for improvement. Inspect what you expect!

YMCA of Broward County Selected Projects

Strategic Planning

Participated in the strategic planning, management process, training and implementation plan of the following:

Providing Customer Value in Areas of Passion

Driving the Economic Engine

Achieving Operational Excellence

YMCA of South Palm Beach County, Boca Raton, Florida, 2002 – 2007

Vice President of Marketing and Corporate trainer

Reporting to CEO of YMCA of South Palm Beach County, led, coached and mentored a 20 employee team to increase sales of membership, program participation, retention, branding loyalty and delivery of exceptional customer service.

Responsible for employee new hire program and work force development to include: Delivering Exceptional Customer Service, Leadership Development, Managing Goal Achievement, Effective Communication, and Change Management.

Standardized best practices across the association to include program descriptions to market programs more effectively and efficiently.

Introduced and implemented membership sales campaigns by analyzing internal and external strategies, determining successful strategies that would meet/exceed goals, designed collateral to be used and trained employees to execute the campaigns.

Project manager for board training and onboarding into the organization quarterly.

Introduced yearly retention and loyalty plan to increase membership monthly.

Designed, delivered and trained staff on the corporate employee wellness program which increased membership sales by 10%.

Initiated performance management job descriptions incorporating goals for customer service representatives to create a customer-centric experience.

Winter Park Health Foundation/ Winter Park Memorial Hospital/Central Florida YMCA

Orlando, Florida, 1994 – 2002

Director of Operations and then promoted to Director of Marketing, Communications and Training

Responsible for creating and monitoring annual marketing, communications and training budget for 26 Y’s in six counties in coordination with the strategic plan to increase revenue, retention, customer experience and brand awareness.

Corporate trainer for Covey’s 7 Habits of Highly Effective People and First things First to 150 employees.

Facilitator for Crosby’s Total Quality Management and Total Quality Education System’s to employees and physicians at Winter Park Memorial Hospital and Crosby Wellness Center.

Responsible for designing, delivering and evaluating customer service and sales training modules to sales team.

Provided training for Who Moved My Cheese (change management) and FISH (team building) to 150 employees.

Won the NOVA 7 Award from Club Industry for membership sales campaign.

Leader for accreditation of the Malcolm Baldrige Award to Winter Park Memorial Hospital

Oversaw database management, designed direct mail, flyers, brochures, program guides, internal and external signage, building signage as well as grassroots marketing to meet/exceed monthly goals.

Collaborated with local hospitals and physicians as part of the Wellness Center to design the Physician Marketing Referral Program; which resulted in 10% of Wellness Center referrals from physicians.

.Increased membership revenue 10% and helped achieve notoriety as the fastest growing Y in the USA in 2001 by implementing innovative internal and external marketing strategies to include partnership marketing throughout six


Facilitated the following trainings

Daimler Chrysler SMART Trainer

Change and Our Future

Team-Based Concepts


Conflict Resolution

7-Wastes/ 5-Ss/Workplace Organization

Standardized Work

Lead Time Reduction

Practical Problem Solving/Conveyor Simulation

Covey Trainer

“7 Habits of Highly Effective People”

“First Things First” Time Management

Integrity Selling and Coaching

Stryker Corporation sales team

Roche Diagnostics – Senior Account Director

NCR – Senior Program Analyst

Dale Carnegie

Sales Training Graduate

Results Based Accountability Training – Fiscal Policy Studies Institute, Santa Fe, New Mexico

Malcolm Baldridge Award Evaluator – Winter Park Memorial Hospital

Philip B. Crosby Quality College Graduate and Corporate Trainer

Winter Park, Florida

Quality Education Systems

Total Quality Management

Nationally Certified Facilitator

Integrity Systems

“The Customer”

“Integrity Selling”

“Integrity Coaching”

“Managing Goal Achievement


University of Central Florida, Orlando, Florida

Bachelor of Arts in Marketing & Communications

References upon request___________________________________________________________________________

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