Event Planner/Trainer

Executive Summary

Results oriented, passionate Six Sigma certified professional with comprehensive experience and success in Sales /Operations Management, possessing a broad knowledge in sales management, telemarketing, and customer service operations and service.

Professional Experience

Call Center Manager /Customer Service Manager
January ••••• current
Positive Energy Middlebury, CT •••••

Positive Energy is a marketing company for Rescom Energy an independent power supply company in the CT area with a staff compliment of ••••• employees in the CT facility.

Managed and mentored team of ••••• of professionals.
Reduced and controlled expenses by changing operating procedures to run leaner and more cost effective.
Developed departments first incentive performance plan which motivated staff and resulted in a •••••% increase in sales.
Surpassed revenue goals in four consecutive quarters.
Trained, coached and mentored staff to ensure smooth adoption of new programs.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Hired and trained ••••• members of staff.
Initiated program that standardized employee training and led to increase in customer satisfaction by •••••%.
Fields and finds solutions to client complaints and issues
Develops processes and tools for issue identification, documentation and resolution
Manages the customer experience
Continuously improves service delivery
Monitors support service levels and performance
Develops and deploys effective training and related processes for the introduction of new products and features
Develops documentation and help for customer and internal staff

Manages internal operations, including the office, sales support, and other duties as assigned.

Service Manager / Event/Meeting Planner
Boehringer Ingleheim Pharmaceuticals Ridgefield, CT. •••••
January ••••• - January •••••
Planned with the senior executives to achieve organizational objectives and goals through meeting and events; effectively plan event patterns to meet the organizational requirements and goals.
Served as mentor to junior team members.
Successfully designed, implemented, personally administered more than ••••• meetings, conferences annually, to include events with an annual budget of up to USD 3 million ranging from ••••• to 3K attendees.
Created and negotiated all contracts achieving over ••••• successfully negotiated contracts per year with an average savings of •••••% per event.
Senior Call Center Manager/ Trainer
Home-Link Call Center Shelton, CT. •••••
January ••••• January •••••
Manage day to day operations of •••••+ agents outbound telemarketing call center.
Initiated program that standardized employee training and led to increase in customer satisfaction by •••••%.
Hired and trained ••••• of staff.
Served as mentor to junior team members.
Make all personnel decisions including interviewing and hiring.
Conduct annual performance evaluations.
Trained and developed one assistant sales manager, and ••••• customer service agents.

Education
Wilbur L Cross High School Diploma
American Institute of Banking, 2 year program - Williams College

Facilitator Certifications
Customer Service Management Sterling Consultants, California
Achieve Global Integrity Selling Training Certification
Specialized Training
Diversity Inclusion Needs and Assessment Training
The Telephone Doctor Contract Negotiations I, II••••• (Krass)
Accreditations and Certifications
*Windows XP/Vista/7 *Server ••••• and ••••• *Microsoft Office *Office •••••, •••••, Telephony Skills.
References furnished upon request.