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Customer Service Manager, Customer Service Sales, Executive. Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 14255 |
| Desired Job Location: Delaware City, Delaware |
Date Posted: 7/26/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 26/08/2007 |
| Desired Wage: 45000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Other |
Willing to Relocate: No |
Objective:
I am a highly experienced sales and operations professional with comprehensive strategic planning and implementation skills. I have a record of achievement and have demonstrated success driving multi million-dollar sales growth while providing award-winning sales leadership in highly competitive markets. Adept at driving growth of company revenues and improving sales-team performance. Tenacious in building new business, securing customer loyalty, and forging strong relationships. I am seeking a position where I can excel and develop while giving my best to an employer.
Experience:
Work Experience
Sr. Manager, Sales Operations
Sage Software, Inc. in Herndon, VA (Present employment)
Oversee sales and business operations/development functions, including support renewal, lead generations, new product rollouts, customer relationship development, contract negotiations and order fulfillment.
Identify and prioritize opportunities for improvement and develop action plans to enhance the sales organizations performance.
Analyze and interpret business data into actionable information and work with VP of Sales to execute and drive improvements across business division.
Streamline business processes across all product lines in SBS division, driving an increase in revenue.
Provide cross-functional team training, coaching and mentoring.
Hold P&L and budget responsibilities.
Key Accomplishments: Increased Support Renewal Sales from $15 million to over $21 million over four year period. Instrumental in working with sales management team in complete turnaround of under-performing sales/service team; set higher expectations and instituted individual team-member accountability resulting in 35% in revenue increase over four years. Met or exceeded all quotas throughout tenure, earning multiple company awards in recognition of performance.
Conduct business analysis/audit for product line acquisitions within SBS division.
Supervisor, Sales Support
Sage Software, Inc. in Herndon, VA (Present employment)
Directly supervised 1 Lead and 10 customer service representatives responsible for servicing customer calls regarding account/billing information.
Managed the daily activities required to efficiently operate a multi-segmented call center by: monitoring ACD applications and staffing across multiple business segments, adjusting staffing schedules, creating multiple productivity reports including call volume analysis.
Key accomplishments: Implemented call monitoring program to improve the quality of customer service the team was providing. Created the STAR program to recognize outstanding customer service and to boost team morale.
Supervisor, Health Plan Customer Service
Value Options in Falls Church, VA
February 1998 to March 1999
Directly supervised 2 call center analyst and 25 customer service representatives responsible for servicing customer/provider calls regarding insurance benefits, eligibility and claims.
Managed the daily activities required to efficiently operate a multi-segmented call center by: monitoring ACD applications and staffing across multiple business segments, adjusting staffing schedules, creating multiple productivity reports including call volume analysis, absenteeism, exception trending through ad hoc reporting.
Additional responsibilities included analyzing: customer inquiries, product response, billing issues and reporting operational statistics (NCO, NCH, AHT, ABA, and Quality Ratings).
Key accomplishments: On-going training to decrease response time for processing claims, developed/implemented department suggestion program to improve morale.
Client/Provider Services Analyst, Client Provider
Dental Benefit Providers in Bethesda, MD
March 1996 to February 1998
Client/Provider Services Analyst, Client Provider Services (1997-1998)
Financial analysis, planning, and reporting for Southern Virginia region providers.
Point of contact for provider escalations with direct responsibility to resolve all issues.
Reconciled provider compensation and performance reports, including cause and effect analysis, with a strong focus on evaluating Business Rules and Commits methodology.
Complete monthly outlooks based on actual performance variance and trend analysis to highlight significant trends and issues.
Processed what if business case studies to reduce provider churn.
Key accomplishments: Grew revenue from $500,000 to over $1.6 million for Southern Virginia region. Lead member in creating an on-site provider Training Manual and Provider Maintenance Manual.
Supervisor, Member Services Department (1996-1997)
Directly supervised 15 inbound customer service representatives.
Established and maintained quality/productivity standards to consistently reach call center objectives.
Key accomplishments: Created and implemented call tracking system to identify types of calls received. Initiated and implemented attendance policy, created performance management policies, and developed customer service recognition program.
Senior Insurance Analyst, Policyowner Service Depa
Banner Life Insurance in Rockville, MD
January 1995 to March 1996
Coordinated end-to-end processing for customer service unit.
Coordinated input from customer service group to streamline processes.
Key Accomplishment: Reduced receivables on insurance policy rollovers from over $400,000 down to $20,000 within two months.
Senior Service Specialist, Cardmember Services
cc, MD
April 1992 to January 1995
Served in supervisor capacity (supervisor calls and handling complex/challenging issues).
Monitored new telephone representatives for accuracy and efficient answers to customer inquiries.
Account authorities included: increasing credit lines, granting credit (reopening closed accounts), removal of fraud suspension, updating credit reports, and resolving vendor issues.
Education:
Education History
Hagerstown Junior College in Hagerstown, MD
September 1988 to June 1990
University of Maryland University College in Baltimore, MD
September 2007 to September 2007
Skills:
Customer Service Manager, Customer Service Sales, Executive.
Additional Information:
I am a highly experienced sales and operations professional with comprehensive strategic planning and implementation skills. I have a record of achievement and have demonstrated success driving multi million-dollar sales growth while providing award-winning sales leadership in highly competitive markets. Adept at driving growth of company revenues and improving sales-team performance. Tenacious in building new business, securing customer loyalty, and forging strong relationships. I am seeking a position where I can excel and develop while giving my best to an employer.
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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