* Manage and supervise a team of Customer Care and Tier 1 Technical Care Representatives whose responsibilities include providing superior customer service to customers throughout the state of Maine.* Responsible for the development and implementation of policies and procedures regarding sales, sales calling activities, billing/invoicing, technical care policies/procedures, and all policies and procedures surrounding customer service through inbound/outbound calling and all walk-in… Show more * Manage and supervise a team of Customer Care and Tier 1 Technical Care Representatives whose responsibilities include providing superior customer service to customers throughout the state of Maine.* Responsible for the development and implementation of policies and procedures regarding sales, sales calling activities, billing/invoicing, technical care policies/procedures, and all policies and procedures surrounding customer service through inbound/outbound calling and all walk-in customers. Also responsible for the monitoring of productivity of all direct reports through the reviewing and generating the necessary reports through the PBX, website, intranet, CRM system, and WHMCS* Responsible for the design and implementation of the AskoziaPBX which is an IP PBX Software for small to medium sized businesses. This is to include the design of the IVR (interactive voice response), call flow, queue statistics, and the recording of the IVR.* Created, directed, and implemented the education and training to ensure all direct reports are fully informed of all products, procedures, customer needs and company related issues, changes and actions. Show less

* Managed and supervised a team of 8 Customer Service Representatives and 2 per-diem CSR’s whose responsibilities include providing 24 hour superior customer service by answering phones, helping walk-in customers, setting up new accounts, resolve billing issues, handling afterhours emergency calls, etc.* Assisted in the development, design, and implementation of a new company website as well as a customer portal designed to allow the customer to view their bill online, pay their bill… Show more * Managed and supervised a team of 8 Customer Service Representatives and 2 per-diem CSR’s whose responsibilities include providing 24 hour superior customer service by answering phones, helping walk-in customers, setting up new accounts, resolve billing issues, handling afterhours emergency calls, etc.* Assisted in the development, design, and implementation of a new company website as well as a customer portal designed to allow the customer to view their bill online, pay their bill online, and order services online.* Developed and implemented Customer Service training for the entire company including all reports in the Main Office and 2 satellite offices. * Coordinated, developed, and directed the marketing efforts for the company including, but not limited to meeting with prospective advertising vendors, coordinating monthly marketing meetings which determined potential marketing opportunities for the company, establishing and maintaining a marketing budget which includes print, online, radio, and tv advertising.* Responsible for the credit and collections department including home delivery fuel, propane, wholesale accounts, commercial accounts, and Maritime Energy’s proprietary 24/7 credit card totaling over 2.5 million dollars per month of accounts receivables.* Created, developed, and revised the Credit Department policy and procedures in regards to collections. IE: revised the payment plan policy to limit the length of time for payment plans on an individuals account. Show less

* Managed and supervised a team of 30 Sales Representatives whose responsibilities were to call on small to medium sized businesses and sell digital solutions and services for a nationally known, Fortune 100 company in the telecommunication business.* Developed and implemented coaching and one-on-one schedules with Sales Representatives that helped increase sales (new revenue) over 20% within 2 months of implementation.* Identified areas of opportunities to increase sales within… Show more * Managed and supervised a team of 30 Sales Representatives whose responsibilities were to call on small to medium sized businesses and sell digital solutions and services for a nationally known, Fortune 100 company in the telecommunication business.* Developed and implemented coaching and one-on-one schedules with Sales Representatives that helped increase sales (new revenue) over 20% within 2 months of implementation.* Identified areas of opportunities to increase sales within the company, developed policies and procedures around the opportunities, and managed the final outcome of the policy and procedures. Show less

* Retained and expanded digital and print advertising sales for 4 different newspapers covering the Mid-Coast area from Waldoboro to Bar Harbor and the Augusta area as well as an extensive online presence.* Increased revenue for assigned territory over 15% from the previous year by focusing on each individual customers marketing strategy while maintaining high customer service expectations.* Developed and maintained a customer database which enabled a Representative to view… Show more * Retained and expanded digital and print advertising sales for 4 different newspapers covering the Mid-Coast area from Waldoboro to Bar Harbor and the Augusta area as well as an extensive online presence.* Increased revenue for assigned territory over 15% from the previous year by focusing on each individual customers marketing strategy while maintaining high customer service expectations.* Developed and maintained a customer database which enabled a Representative to view current, expired, and potential customers. This enabled the Representative to quickly determine customers past advertisements and future opportunities.* Extensive cold calling on potential customers, sales calls to customer offices, and walk-in sales introductions while maintaining superior customer service. Show less

* Supervised a team of 15 Client Service Analysts in an inbound business to business help desk environment.* Evaluated and implemented on-going optimization of the team structure, as well as business processes, policies and procedures to ensure the efficiency and effectiveness of the Client Service Center.* Supervised and participated in staff hiring, employee development and feedback/appraisal processes and other personnel actions.* Helped develop, maintain, and… Show more * Supervised a team of 15 Client Service Analysts in an inbound business to business help desk environment.* Evaluated and implemented on-going optimization of the team structure, as well as business processes, policies and procedures to ensure the efficiency and effectiveness of the Client Service Center.* Supervised and participated in staff hiring, employee development and feedback/appraisal processes and other personnel actions.* Helped develop, maintain, and implement department policies and procedures; such as developing a call quality monitoring program that helped improve our client satisfaction to over 80% (rated service as excellent to outstanding). Show less

* Developed and managed a team of 15 Customer Sales and Service Representatives. Some duties included ensuring all policies and procedures were followed by monitoring calls and checking orders, develop career paths for agents in order for them to grow within the company, created and implementrd sales contests.* Coordinate and monitor daily workflow to include the preparation of daily, weekly, and monthly reports.* Responsible for interviewing internal and external applicants for… Show more * Developed and managed a team of 15 Customer Sales and Service Representatives. Some duties included ensuring all policies and procedures were followed by monitoring calls and checking orders, develop career paths for agents in order for them to grow within the company, created and implementrd sales contests.* Coordinate and monitor daily workflow to include the preparation of daily, weekly, and monthly reports.* Responsible for interviewing internal and external applicants for positions within the call center.* Increased total sales by over 25% by developing and implementing daily, weekly, and monthly reporting as well as implementing weekly coaching and call calibrations. Show less

* Developed and managed a team of 15 Customer Care Representatives and 1 Senior Representative. Some duties included: monitoring calls to ensure all policies and procedures were being followed, ensure employees obtain the appropriate training and support to apply their knowledge and skills on the job.* Developed and implemented strategies for providing exceptional and differentiated customer service for our customers.* Responsible also for interviewing new hires and all facets… Show more * Developed and managed a team of 15 Customer Care Representatives and 1 Senior Representative. Some duties included: monitoring calls to ensure all policies and procedures were being followed, ensure employees obtain the appropriate training and support to apply their knowledge and skills on the job.* Developed and implemented strategies for providing exceptional and differentiated customer service for our customers.* Responsible also for interviewing new hires and all facets of disciplinary action, up to and including termination of employment. Show less

* Retained and expanded retail sales in a business-to-business outbound call-center environment for approximately 9,000 accounts doing roughly $15 to $20 million dollars in revenue a year for an internationally known client in the giftable industry.* Oversaw daily operations for a team of two supervisors and 35 agents. Activities included: developing new policies/procedures that governed daily operations; scheduling shifts; developing sales campaigns; custom reporting and more.*… Show more * Retained and expanded retail sales in a business-to-business outbound call-center environment for approximately 9,000 accounts doing roughly $15 to $20 million dollars in revenue a year for an internationally known client in the giftable industry.* Oversaw daily operations for a team of two supervisors and 35 agents. Activities included: developing new policies/procedures that governed daily operations; scheduling shifts; developing sales campaigns; custom reporting and more.* Helped develop, managed, and handled the staffing strategy for the business-to-business sales group. Show less

* Responsible for retaining and expanding sales revenue in the assigned account base as well as drive new market share with a monthly quota exceeding $25,000.00.* Extensive cold calling on potential customers, sales calls to customer offices, and walk-in sales introductions.* Maintain sustained sales activities, responsible for conducting and presenting demonstrations of company’s products, write proposals, and manage the territory by protecting and increasing a profitable… Show more * Responsible for retaining and expanding sales revenue in the assigned account base as well as drive new market share with a monthly quota exceeding $25,000.00.* Extensive cold calling on potential customers, sales calls to customer offices, and walk-in sales introductions.* Maintain sustained sales activities, responsible for conducting and presenting demonstrations of company’s products, write proposals, and manage the territory by protecting and increasing a profitable revenue stream within current accounts. Show less

* Developed and implemented strategic calling and writing campaigns that led to monthly collections that consistently outperformed company goals.* Worked with a team of Account Managers that generated monthly collections in excess of 8 million dollars.* Maintained an excellent to superior rating for Customer Service for 24 consecutive quarters between 1997 and 2003.