Customer Service Sales

Melvin L. Johnson

**** *** ***** *****

Bonita, CA 91902 **********@*****.***

Home: 619-***-****

Dedicated Customer Service expert with over 10 years of excellent customer service and sales experience. Consistently achieves record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and policies.

Areas of Expertise

Sales and Recruitment

Customer Service Management

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement Teambuilding & Training

Cost-Reduction Strategies

Student Retention

Professional Experience

Calvary Chapel University- Chula Vista, CA 05/08 – 08/10

Consulted new start-up university concerning recruitment, business to business marketing, customer service, sales, record keeping, academics, evaluations, scheduling, student financial records, student retention, accreditation processing and student course scheduling.

National University San Diego, CA 11/93 – 04/07

Director of Student Services/Field Recruitment

Managed and performed Field recruitment team to recruit new prospects via business to business, trained and supervise 25+ in-field admissions advisors. Fostered an environment in which students staff and faculty enjoyed high levels of excellent customer service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient educational experience. Selected Contributions:

Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling campus to improve ranking from #12 in territory to #3.

Reduced staff turnover by 15%, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.

Elevated universities student-satisfaction index from 86% to 92% within two years; ensured the swift resolution of student/faculty issues to preserve customer loyalty while complying with company policies.

Served on special accreditation taskforce charged with renewing and sustaining national accreditation standards. Trained admissions advisors and managers with new military student procedures, which contributed to significant improvements in guest satisfaction and recruitment.

Exemplified the second-to-none customer service delivery for which National University is widely renowned in all interactions with customers/students.

Watterson College 10/85 – 10/93

Admissions Manager, 10/85 – 10/90

Advanced to increasingly responsible positions, culminating in management role including admissions department oversight for a post-secondary career college. Directed 8 employees and managed ,recruitment department along with training and sales and superior customer service responsibilities.

United States Navy 05/74 – 05/85

Worked as an instructor for “Radioman A School”

Introduced training programs that enhanced performance and helped build a motivated workforce.

Education and Training

Excelsior College New York – New York – US

Graduated 1996

Bachelors degree in Liberal Studies G.P.A. 3.0

Contact this candidate