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| Desired Industry: Customer Service/Technical Support |
SpiderID: 21555 |
| Desired Job Location: Portland, Oregon |
Date Posted: 7/8/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 8/11/08 |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Objective:
Energetic, enthusiastic and driven professional with a passion for developing the talents of customer facing associates, identifying performance trends, customizing solutions to exceed targets, exceeding customer expectations, motivating people and building strong teams. Effective, frequent and direct communication. Demonstrate managerial courage, innovative problem solving, sound decision making, personalaccountability, competitive spirit and challenge status quo for continuous improvement.
* Proven success in rapidly and consistently achieving sales, quality, productivity, retention and attrition targets through short interval follow up, accountability, recognition, coaching and mentoring
* Implement business strategy to exceed customer loyalty and quality goals
Experience:
DELUXE CORPORATION, Flagstaff, AZ 1996 - Present
Deluxe Corp. is a publicly held Fortune 1000 company (DLX) with over 8,000 employees and 1.6 billion revenue annually helping over 1 million customers, financial institutions, and small businesses through a wide range of innovative products and solutions
Inside Sales Supervisor, Flagstaff, AZ (2004 – Present)
Responsible for management of 30+ call center customer sales employees. Analyzing site, team, and individual performance trends. Coaching and developing sales and customer focus skills. Managing performance in sales, productivity, and quality to meet or exceed targets. Write performance appraisals, interviewing, hiring, and payroll. Collaborate with leaders to achieve site monthly and quarterly revenue targets. Manage expense budget, develop and implement recognition programs.
* Transformed a non-performing sales team to exceed sales target in less than one month
* Created a resource for associate career development, contributed to reduced attrition by 35%
Operations Management, Flagstaff, AZ (2000 - 2004)
Manage call flow and sales center operations for 100+ employees in a multi-site virtual call center. Achieve workforce productivity and labor budgets. Coordinate shift-bid process, scheduling, and exception management. Generate accurate forecasting and staff plan to handle call traffic.
* Reduced labor costs by over $25,000 monthly by maximizing early out exceptions
Customer Sales and Relations Associate, Flagstaff, AZ (1996 – 2000)
Responsible for customer retention through order entry and first-call resolution, escalated call resolution, discovering customer business needs, and creating solutions to meet those needs. Provide superior customer experience, exceed sales, quality, and efficiency targets, grow overall business revenue, and anticipate future customer business needs. Act as the voice of the customer by reporting customer feedback on business product line and recommend product improvements.
Northern Arizona University
Graduate Assistant, Flagstaff, AZ 1995 – 1996
Support tenured Psychology professor in administrative duties, data entry and analysis, and undergraduate classroom activities. Advise students in learning and development plans.
Superior Restoration Services
Sales Representative, Flagstaff, AZ 1995 – 1995
Market carpet and upholstery cleaning to new and existing customer base. Recommend attractive pricing and discounts to leverage customer purchasing decisions to grow revenue.
Sears Teleservices
Sales Consultant, Tucson, AZ 1993 – 1994
Inside sales and order entry for appliance products and solutions for customers. Exceeded expectations for sales, quality and efficiency metrics.
University of Arizona
Research Assistant, Tucson, AZ 1993 – 1994
Record and analyze data for doctoral candidate. Run subjects through experiment matrix. Apply research methods and statistical analysis to experimental data.
Education:
EDUCATION & CREDENTIALS
Graduate School, Psychology
Northern Arizona University, Flagstaff, Arizona
Bachelor of Science Degree, Psychology
University of Arizona, Tucson, Arizona
Skills:
TECHNICAL SKILLS
Custom View Director, IEX, CMS Avaya, NICE,
Microsoft Office Suite, Outlook, Lotus Notes,
SAP, Proprietary order entry management software,
eWorkforce
Additional Information:
TRAINING & DEVELOPMENT
Assertive Communication Skills for Professionals,
Sarbanes-Oxley Compliance, Ethics and Compliance,
Criticism and Discipline Skills for Managers,
Leadership Development and Team Building,
Project Management, Microsoft Excel Basics and
Advanced Excel, True Colors, FiSH Philosophy,
Myers-Briggs Type Indicator, Predictive Index
VOLUNTEER EXPERIENCE
Health Psychology Center, Northern Arizona University, Flagstaff, AZ
Soroptimist International of the Arizona Peaks, Flagstaff, AZ
Junior Achievement, Flagstaff AZ
Big Brothers Big Sisters, Flagstaff, AZ
Sun Sounds of Northern Arizona, Flagstaff, AZ
Creative Sparks Productions, Flagstaff, AZ
Reference:
PROFESSIONAL REFERENCES
Dietrich Sauer
Human Resources Manager, Deluxe Corp.
2000 S. Thompson
Flagstaff, AZ 86001
928.774.5184 x474402 Work
Mary Berg
Western Region Sales Manager, Deluxe Corp.
2000 S. Thompson
Flagstaff, AZ 86001
928.774.5184 x474593 Work
928.607.1709 Cell
Doreen Evans
Sales Supervisor, Deluxe Corp.
321 E. David Dr.
Flagstaff, AZ 80601
928.779.1090 Home
928.853.1652 Cell
corkandbottleflg@aol.com
PERSONAL REFERENCES
Carina Fors
Recruitment Director, United Blood Services
PO Box 2514
Flagstaff, AZ 86003
928.526.5877 Home
purpowr@yahoo.com
Camille Stanbery
Quality Assurance Analyst, Disability Determination Services
5441 E 22nd St., Ste 135
Tucson, AZ 85711
520.790.2580 x3143 Work
520.972.2421 Cell
Camille.L.Stanbery@ssa.gov
DeAnn Owens
4180 B1 Sinclair
Flagstaff, AZ 86001
928.774.2280 Home
deannowens@gmail.com
Candidate Contact Information:
| Name: Teresa Sparks |
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Phone: 928-774-5184 |
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