Responsible for the change management and user experience team focused on driving adoption of new technologies and services.

Designs and executes graphic presentations incorporating many design elements such as text types, display types, line illustrations, photographs, space and color, etc. into an artistic overall layout for varied types of presentations, i.e., slides, transparencies, brochures, booklets, training materials, easels, posters, flyers, mastheads, logo designs, binder cover designs, forms, statistical charts and graphs, etc.1. Reviews and interprets statistical data or rough sketches provided by clients in order to design and execute a variety of graphs or charts that clearly and attractively illustrate each client's story.2. Designs and produces brochures, pamphlets, statistical publications, handbooks, etc.3. Professional knowledge in the use of computerized composition equipment/software (InDesign, Illustrator, Photoshop, Quark, Page Maker, Adobe Pro, Adobe Bridge and Corel Draw), phototypography, copy fitting, paste-up and layout.4. Reviews art work and page layout for acceptability as to content, size, bleed specifications, print specs and borders in accordance with Company art specifications.5. Works on a job where a high degree of accuracy is required in a short period of time. Turn around time for a project can be less than 30 minutes. Our office has a zero tolerance for error. 6. Works directly with clients to develop their ideas into effective presentations.7. Updates periodic recurring projects such as Master Templates.8. Estimates completion time on assigned projects when requested.9. Solely responsible for the company artwork and presentations seen and used in our office, for demonstrations and for awards parties.

I was selected to be a member on the winback campaign. This was based off of the number of customers I successfully brought back to the company and my ability to handle customer complaint and resolution with little intervention from management.Overall effective contribution – My drive for excellent customer service and employee training allowed me the opportunity to become a “backfill” on the sales floor. This allowed for one on one interaction with the Senior Consultants. Backfilling lead to the opportunity to become a temporary new hire coach. Many of those employees are still with us and have moved on to other positions. Backfilling also allowed me to assess the training needs of the sales staff as well as deal one on one with extremely irate customers that could not be handled on a typical call.I was eventually entrusted to handle the special projects as directed by Alfred Long. I was afforded the opportunity to bridge the gap between corporate agendas/strategies and ground floor employee concerns, ideas and strategy implementation. I ran audit reports on billing errors and adjustments and reported my findings to management. We were able to identify areas of weakness in billing and adjustment training and get that corrected. Training - Since I had an opportunity to sit on all sides of the table, I took all of that knowledge and designed a medium sized training manual for our group. It had all of our then, pertinent M&P’s, job/sales aides, company software descriptions, step by step instructions on how to issue credits, navigate through the customers bill, USOC descriptions and common error solutions. Even until the last day I was there, they were still using their customized manual.

Handled sales and service inbound/outbound customer calls on an assigned campaign of products and services. Answered questions, “trouble-shoot” and served as a “help desk” for inquiries regarding these products and/or services, in addition to selling the products and/or services. My area of expertise in customer relations and satisfaction became evident when I moved into this role. I began to understand how important each customer contact was to the bottom-line of our company. I constantly kept track of customer issues, their wait time for a resolution and their satisfaction with our company as a whole. These were shared with management during meeting to help identify our customer service strengths and weaknesses. Was placed on a Long-Distance Winback campaign. My primary goal was to inform the customer that SBC was not their LD provider and encourage them to select us as their carrier. I was able to win many customers back, up sell products and service while adhering to CPNI (Customer Proprietary Network Information) rules. 1. Sold/supported multiple communication-related services and/or product families, specifically LD/Local Toll calling plans as well as product feature plans. 2. Answered customer requests concerning multiple services/plans, products, billing, equipment, claims; handled and reported problem areas and complaints.3. Made recommendations to customers regarding the use of assigned product and services.4. Maintained a high level of technical competency regarding assigned services, products and projects.5. Worked to meet center revenue or service goals, service commitments, and other deadlines.6. Worked on a campaign to call customers and discuss their past and current satisfaction with our service. 7. Managed customer responses and created reports to share with first and second line management.

Handled sales and service contacts with customers; dealing with products and services. Placed on a special "DSL" team that handled the sales and service of new DSL customers. One primary function was to perform outbound calls to Pacific Bell customers to:1. Make them aware of the new product.2. Educate them on product features.3. Explain the benefits and limitations of each speed.4. Run provisioning tests on their line to ensure product was indeed available.5. Walk customer through computer and software qualification minimums.6. Run credit checks.7. Walk customer through ordering process8. Schedule installation.9. Explain Customer Self Install options. 10. Followed up with customers that were not ready to place an order upon initial contact.Other duties were:1. Sold and supported non-complex communication-related services and products.2. Answered customer requests concerning products, billing, equipment, and claims and handled complaints. Issues that were out of my scope were reported the correct department.3. Reviewed the needs and services of current customers in order to make recommendations for additional products and services. I understood the importance of "up selling" on each call. 4. Placed orders for services and products.5. Provided general clerical support.6. Participated in team selling programs and worked to meet revenue and service goals, service commitments, or other deadlines. Was able to earn SMITS bonuses and other performance/team awards.Other functions that were required on a day to day basis:1. Filed and handled paperwork associated with customer service activities.2. Prepared reports as instructed by management.3. Coordinated, demonstrated, or instructed customers on how to use communications relatedservices or products (DSL, Dial up, POTS, Calling Features.

TONE (Truly Organic & Natural Environment) is one of Saint Louis' first stores catering to the natural and organic beauty and personal care market. We carry raw products like botanical butters and oils to natural and organic formulated brands at an affordable price. You no longer have to pay for shipping and handling to get your Shea butter; no more waiting a week or more to indulge in your purchase!