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Management Professional

Central Islip, New York, 11722, United States
May 31, 2010

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Sean D. Watson

*** ********* ***. ***. ***

Central Islip, NY 11722

Home: 631-***-****

Cell: 631-***-****

 Over 12 years of customer service and supervisory experience combined with 4 years of retail sales management.

 Computer literate with knowledge of Microsoft Office, Outlook, Internet Explorer, ACT, Siebel and AS400, with a typing speed of 45 WPM.

 Goal oriented individual with a proven ability to work in unison with staff, senior management and top level decision makers.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Retail Operations Management Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement Teambuilding & Training

Cost-Reduction Strategies

Retail Sales Management

Professional Experience

Kaplan University Admissions Advisor 03/8 to 09/08

• Respond promptly to individuals who have expressed an interest in continuing their education in an online setting.

• Build a positive, solution based rapport with students through an intensive interview process to identify their educational and career goals and present a variety of Associate and Bachelor degree program options.

• Assist students navigate the Kaplan application, funding and enrollment process until they have successfully begun attending classes.

• Retain enrolled students by maintaining communication via telephone or e-mail to ensure continued attendance and satisfaction. Also use rapport to inquire about referrals.

Wachovia Bank N.A. Financial Center Manager 09/06 to 02/08

• Primary duties consisted of maintaining and increasing branch sales and service levels.

• Directly manage all Human Resource processes for team members including development training, disciplinary actions, appraisals and interviews.

• Function as focal point of customer experience by greeting customers, assessing needs, and advising of products and services that may fit customer’s financial goals.

• Make proactive calls to high value customers and identify potential opportunities for growth of customer relationships.

• Develop specific strategies to meet and exceed branch sales goals and objectives.

Rooms to Go Assistant Manager 09/05 – 09/06

• Primary duties consisted of lending support and leadership to sales representatives to ensure that all sales and performance objectives were met.

• Fielding escalated customer issues face to face or via telephone.

• Arranging for repairs and service for warranty issues.

• Liaison with various vendors, service providers and financial institutions.

City Furniture Customer Service Supervisor 04/04 to 09/05

• Primary duties consisted of supervising call center representatives, assisting with dispatch of delivery trucks, fielding heavy volume of escalated customer issues, as well as in-bound customer inquires via phone, fax, internet and walk-in customers at retail store front.

• Monitoring all requests for In Home Service concerning repairs and inspections of furniture after implementing and streamlining service process saving almost $36,000.00 within an seven month timeframe.

• Completion of a number of daily reports and quality control inspections of repaired and replaced furniture.

• Order fulfillment activities, inventory control, order tracking, dispatch and delivery confirmations.

Blumberg Excelsior Account Executive 05/03 – 02/04

• Primary duties consisted of presenting and selling legal products and services to Legal firms and solo practitioners on Manhattan’s West Side.

• Lead generation through door-to-door and telephone cold calling, setting appointments and giving presentations.

• Client retention, tracking the progress of client projects, handling billing issues and keeping an up-to-date customer database.

Expressions & Beyond Office Manager 11/01 – 04/03

• Primary duties consisted of maintaining executive calendar, booking travel arrangements, composing correspondence and putting together presentations.

• Meeting and greeting clients, answering phones, fielding customer inquiries, tracking customer shipments, resolving billing issues, updating and filing reports, purchasing and inventory control.

Blumberg Excelsior Software Specialist 03/97 – 10/01

• Primary duties consisted of selling of heavy help desk support and service of the 30 software titles offered for the legal industry.

• Support of outside sales force pertaining to arranging for customer demos.

• Order fulfillment activities, inventory control, order tracking and Liaisons to software vendors.

Education and Training

Olney High School — Philadelphia, PA Graduated 06/89

Maintained 3.4 GPA with interests in English, Art and Science

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and human resources, certified member of ASTD (American Society of Training and Development).

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