Mindy Pratt Email & Phone Number

Bend, Oregon, United States

Bend, Oregon, United States

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Bend, Oregon

o Created a successful company with a net worth of a quarter million dollars utilizing very little beginning capital.o Directed sales and bids to ensure income generation of $300K+ annually with 20% profit margin increases per fiscal year.o Efficiently managed high profile commercial contracts such as various projects for the City of Bend, Bend Parks and Recreation jobs.o Managed all aspects of a functioning business including HR, payroll, accounting, business planning and forecasting, as well as acquiring all necessary licenses, permits, bonds, and insurances.

Bend, Oregon

o Trained and monitored new hires for the first 90 days of employment to ensure they exceeded performance expectations by 10%.o Developed and delivered ongoing virtual education program for call center representatives; reducing call handle times by 63%, improving performance by 70%, and increased employee retention.o Provided training onsite to clients and conducted classroom software presentations and hands-on sales training with glowing reviews.o Delivered internal and external virtual trainings on multiple software platforms and policies.o Created eLearning courses for internal representatives and external clients which resulted in 37% increase in revenue and a reduction of overhead.

Bend, Oregon

Training Manager/Instructoro Successfully delivered new hire training to employees on billing systems, wireless technology, policies and procedures, and network infrastructure.o Developed and presented educational and fun employee enhancement trainings for customer service representatives.o Trained using visualization and hands-on exercises to enhance and maximize the learning experience.o Promoted and taught “University of Edge” education program that resulted in a 90% participation rate. Implementation of the program contributed to a 27% reduction in employee turnover per quarter.o 100% responsible for maintained two departments intranet web pages, updating training, product and policy/procedure content. Tech Desk Data Control Coordinatoro Acted as liaison between field and corporate technical staff to ensure 100% of customers’ phone issues were resolved in a timely manner.o Researched over 300 trouble tickets daily to identify customer impacting trends, and designed reports that clearly presented areas requiring network improvement, enhancement and/or repair. Tech Desk Representativeo Converted technical information to a common understanding language ensuring customers’ comprehension.o Resolved 75-130 trouble tickets monthly that were created due to customer phone and service issues. Senior Customer Care Representativeo Initiated and developed a user-friendly instructive training document, allowing customer care representatives to become familiar with technical phones, exceeding expected results by 85%.o Coached over 200 customer care representatives on phone etiquette, interpersonal skills and encouraged them to develop a systematic approach to problem solving that could be applied to troubleshooting and other areas. Customer Care Representativeo Answered 800-1000 internal and external customer calls per month, including billing inquires, account maintenance, technical equipment inquiries, and system troubleshooting.

Bend, Oregon

o Conducted customized training workshops where I explained and demonstrated technical devices in a way that was understandable to new smart phone customers.o Consistently exceeded sales quotas by 30% with the utmost integrity, earning MVP in 2011 and 2012.o Maintained professional and technological knowledge of cutting edge technology.o Increased customer retention by 18% through maintaining and expanding customer base, while minimizing churn.