•Assures adherence to the scheduling and delegates responsibilities to appropriate employees so that service level and response time goals are met•Provides appropriate levels of training and coaching to members of the Telephone Response Team on Standard Operating Procedures and other essential organizational functions•Monitors and reports performance both quantitatively and qualitatively•Motivates employees to assist them in attaining a successful level of performance•Maintains discipline and order, taking corrective action with employees and deciding which issues need to be escalated to the next level•Contributes to the hiring and selecting process of the Telephone Response Team•Facilitates regular team meetings•Organizes departmental processes to efficiently utilize resources•Serves as communications nexus between Telephone Response Team, QA/QC, Order Processing and Purchasing to ensure smooth flow of information as well as to resolve disputes•Answers questions about the company and its policies, acting as the second level of escalation for customer issues and deciding which issues need to be escalated to the next level•Assists staff in resolution of complex or out-of-policy customer issues•Maintains a strong knowledge of OpticsPlanet products and services•Monitors personal achievement to identify areas for improvement•Other duties as assigned

Senior Sales and Customer Service SpecialistAssist newer representatives with questions along with training and resolving customer issues.1 Train the new representatives2 Assist the representatives with policy questions along with customer issues3 First line of escalation for customer issues that need a supervisor to resolve TRT RepresentativeAnswer questions from potential customers, assist them with placing order, assist in resolving any problems or concerns they may have after receiving their order. 1 Compose correspondence to customers.2 Enter information into database. 3 Respond to voice mail messages to assist customers with any further concerns they may have.4 Assist and train new representatives as requested.

Advanced through 2 positions based on exceeding performance expectations at this automotive advertising firm that utilizes printed magazines and the Internet.Advertising Sales Consultant • 1/08 – 2/09Market automotive print advertising programs to dealers within 3 county territory, including Cook, DuPage, and Will. Apply consultative selling techniques and negotiate contracts. Illustrate ROI and determine client needs. Develop and maintain long-term relationships with decision-makers while providing a high-level of personalized customer service to retain accounts.• Consistently exceeded weekly quota of $3.8K, hitting an average of $4.6K over the last 6 weeks during a severe economic downturn in the automotive industry.• Boosted sales by more than $2.7K from 10/08 through 12/08.• Increased customer base to 12 from 5 over the last 2.5 months and raised managed accounts from 10 assigned accounts in 1/08 to 16.• Landed a $2.1K weekly contract for an 8 week term.• Attained a high-rate of repeat business and ranked #3 in retained accounts out of 8.• Raised average contract sale from $300/week to $700/week.• Convinced accounts to continue using printed advertising instead of dropping the programs.• Cut the average sales cycle from 5 visits to 3 and inked contracts. • An aggressive hunter, develop leads through extensive cold-calling and prospecting of dealers not on list of previous accounts.• Achieved promotion to this position from sales assistant by providing excellent customer service and developing long-term relationships with account contacts.• Saved numerous accounts by informing the assigned Sales Consultant when an account was unhappy.