Management, Marketing,Customer Relations

••••• L.F. ••••••••••Profile •••••Multi-talented Manager with extensive supervisory, marketing and sales skills. Solid experience in profit and non-profit service industries. Expertise in customer relations, human resources, employee retention and implementation of all personnel decisions. Diversified background in marketing initiatives, public relations, advertising, meeting planning, revenue reconciliation, customer and prospect research, proposals, computer reporting and tracking of new business. Excellent organizational, communication, and interpersonal skills. Achiever in business development roles requiring creativity, attention to detail, follow-through, self-motivation and persuasive communication ability.•••••Experience •••••ESP-Environmental Systems Products, East Granby, CT •••••
Call Center Customer Relations Supervisor
X Supervise daily operations of national call center handling up to ••••• calls per day. Provide direction to ••••• call center representatives. Monitor call center activity to insure performance requirements are achieved.
X Determine daily staffing requirements and strategically assign resources appropriate to meet work-load demand. Supervise and manage employee development and performance. Identify training needs and implement staff educational programs. Oversee employee performance to maximize call response time.
X Answer escalated calls and resolve sensitive and difficult customer issues. Develop relationship and provide liaison to other departments, in order to promote the overall purpose and goal of the company.
X Facilitate group problem solving and developed methods to aid in achieving the call centers goals and objectives.
X Responsible for interviewing and hiring, maintaining staffing levels, disciplinary documentation, and employment decisions for call center personnel. Coordinate employee compensation with payroll department.•••••DBM-THOMSON, Farmington, CT •••••
Marketing and Sales Coordinator
X Instituted marketing initiatives for three offices, in Connecticut and Massachusetts. Developed and implemented processes to support the sales team in achieving •••••% year-to-date goal; finished ••••• at $••••• million. Received Stellar Performer Award and Super Star Sales Quota Club Certificates for surpassing ••••• Annual Sales Quota.
X Aided Regional Marketing Manager with local marketing, public relations, advertising initiatives, special projects and management reports. Planned and coordinated customer-oriented special events, alumni gatherings, and sales meetings for groups of ninety. Responded to specific customer/prospect inquiries and post-sales activities.
X Provided customer and prospect research, sales calls and proposals. Customized status reports for new and existing customer accounts.
X Assisted two Vice Presidents of Development on face-to-face prospect calls and presentations, establishing additional contact to manage customer issues and requests.
X Administered accounts payable, revenue reconciliation, inventory, ordering and shipping, computer reporting and tracking. Oriented new hires to technology, office supplies and resources.
AMERICAN RED CROSS, Farmington, CT ••••••••••Marketing/Sponsor Sales Recruiter
X Planned, coordinated and promoted blood drives throughout the assigned Farmington Valley Territory. Recipient of Circle of Excellence Award. Increased blood donor participation in High School market segment •••••%. Implemented sales techniques to ensure blood collection quotas were met.
X Recruited new blood program sponsors, while monitored and evaluated existing sponsors. Developed and instituted new strategies with education and raising awareness of the blood collection program.
Education
B.A. Communications (Business Concentration) Tulane University, New Orleans, LA