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Work Background
John Henry's Plumbing, Heating, Air, & ElectricalCustomer Service Representative
Dec. 2024
John Henry's Plumbing, Heating, Air, & ElectricalCall Center Manager
Jul. 2023 - Dec. 2024
John Henry's Plumbing, Heating, and Air ConditioningCustomer Support Lead
Mar. 2023 - Jul. 2023Lincoln, Nebraska Metropolitan Area
MakeSpaceAssociate Manager, Customer Service - West Region
Feb. 2021 - Feb. 2022Phoenix, Arizona, United StatesResponsibilities: Oversee personnel management for customer support team in Phoenix office and offshore contractors. Partner with other departments to execute positive customer experience. Analyze and communicate trends to senior leadership and other departments. Provide problem solving skills to solve customer issues..
Achievements: Created and executed direct and contract hiring strategy. Maintain 80% CSAT score for the team. Exceed 100% in all KPIs.
MakeSpaceSales Lead
Feb. 2020 - Feb. 2021Responsibilities: Lead sales team to achieve daily, weekly, and monthly goals. Conducted and presented weekly sales meetings. Mentored and led sales agents. Handled escalated customer issues. Developed sales and customer service strategies.
Achievements: Developed and managed the retention pilot program. Maintained a 80% retention rate. Exceeded monthly sales targets.
PearsonEnrollment Advisor - Pod Advocate
Aug. 2017 - Feb. 2020Phoenix, Arizona AreaWorked with the management team to make sure processes and policies worked effectively for client and Enrollment Advisors.
Mentored Enrollment Advisor to help walk students through the enrollment process to ensure we provided great service across the floor.
Trained new hires with program knowledge, database comfortability, and explained processes and policies.
Coached tenure employees on database management, program knowledge, and policies.
Maintained and analyzed data reports to effectively provide knowledge on team performance.
Updated compliance reports to effectively coach Enrollment Advisors. Worked with students from origination to completion of the enrollment process.
Provided knowledge across different departments on processes and policies along with program knowledge.
Phoenix SunsAccount Executive, Membership Sales
Oct. 2016 - Aug. 2017Phoenix, ArizonaPerformed outbound phone calls to build relationships, set meetings, and complete sales.
Prepared and conducted face to face meetings which included guided tours.
Assessed best options for clients both financially and on the value of experience.
Sold customizable memberships and groups on all platforms including Suns, Mercury, Rattlers and any concerts or shows.
Made correct documentation in Microsoft CRM and Archtics.
Serviced accounts to ensure they are renewed the next season.
Sacramento River CatsCorporate Sales Account Executive - Team Lead
Sep. 2015 - Sep. 2016Responsible for sales of Sacramento River Cats and Raley Field ticket inventory, including but not limited to business and non-business group outings, Theme Nights, Nightly Hospitality Areas.
Work with the sales staff to generate new leads.
Research new and creative ways to sell tickets.
Focus on meeting with local businesses and discuss the ways Season Ticket Memberships and Group Outings can help build relationships with clients and employees.
Customize Membership plans to maximize sales growth for each client.
Service clients before, after, and during the season .
Provide excellent customer service to all existing and potential clientele.
Leadership and oversight of in-game group events.
Professionally represent the organization at business and community functions.
Organization of all client needs and execute promises for game day events.
Manage multiple projects and clients.
Accurately inputting data into Archtics system which can include, but not limited to, credit card information, special requests, specific seating needs, and addresses.
Daily use of MS Word, Internet, and Ticketmaster. Also, perform Sales Assistant duties
Sacramento River CatsSales Assistant
Jan. 2015 - Sep. 2015Responsible for group and season ticket sales
Keep track of Raley Field ticket inventory in Archtics system
Conduct 100 or more cold calls per day Work to generate new leads and creative ways to sell tickets Provide excellent customer service to all existing and potential clientele
Handle incoming calls and emails from sales prospects and existing clients Professionally represent the organization
Meet or exceed weekly and monthly sales goals
AerotekProfessional Services Recruiter
Jan. 2014 - Oct. 2014Sioux Falls, South DakotaMade cold calls.
Built relationships with businesses to help with their staffing needs.
Recruited on professional service and commercial positions. Documented everything into Aerotek system. Provided excellent customer service to contractors and businesses. Qualified and interviewed candidates. Created resumes for candidates.
Perkins Family RestaurantsShift Leader
Sep. 2012 - Dec. 2013Provided effective customer service.
Communicated with customers and cooks effectively. Provided knowledge of the menu.
Created a fast paced and accurate work environment.
McDonald's CorporationShift Lead
Sep. 2010 - Oct. 2011
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