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Click here or scroll down to respond to this candidateEXECUTIVE SUMMARYTrust establishing manager with 20 years of experience in technology and method change management. People oriented and technically savvy to bring change to new clients and implement change to existing ones. Skilled in illustrating goals, while crafting a path for clients to reach them.PROFESSIONAL EXPERIENCEDovenmuehle Mortgage 2020 PresentAssigned to two tasks: Answer on behalf any one of 25 Lenders, acting as their agent while addressing the needs of the Borrower: Understanding borrower needs with Empathy, address all needs in one phone call.Mortgage Foreclosure -(Not part of Customer Service -)Completed assigned queues/worklists within the assigned timeframe, sustained deadline target of 90%.Continuous Refinement process to expedite the Building and Sending Attorney Referral PacketsAdhered to 24 hour turnaround time to requesting law firms, documenting visual review of documentsDrafted pre-foreclosure notice plus Terms of intent/demand and breach notices as needed.Customer ServiceCreated positive reviews from borrowerImproved borrower calls to a single call solution, with empathy being the single greatest tool for successReduced unpaid mortgage payments by alleviating fear. Collections and Legal Penalty became last resortInvoked Loss Mitigation plans when necessary,General RV 2019 2020Sales MarketingRedesigned sales solutions for Direct and Internet SalesAttained 98% of weekly goals, and sustained that level.Comcast 2017-2018Direct SalesEarned Security certification from State authorizing sales of Security from within HomeConsidered Subject Matter Expert for entire product line, including Security, WIFI and CableUnited Electronics Group 2015-2016Sales ManagerManaged Sales Transition from fine Camera to Smart Phone.Restructured Customer Service to maintain high caliber expertiseMacLaren Group 2012-2015POS ImplementationSoftware Support Trainer and Deployment Specialist. Corporate Software Training in Retail and Hospitality. Trainer, Consultant and Deployment Specialist .Assisted Corporate Software Training nationwide Hyatt Intl, Hallmark, Chicos, etc.Implemented systems Nationally Over 1,0000 personnel trained on site.Supervised transition to replace Software and Hardware on site within two days while store remained fully functional for businessCoordinate and Supervise the Training, Support and Troubleshooting until each store was completeHewlett Packard (Contractor) 2007 2011Thin Clients SpecialistManage and Utilize CDW 3,000 person sales force to sell new productCall Center establishment Structured best method for ROI.Success is driven by Lead capture and Order Taking method.Frequent Customer facing assist in direct sales to close sales.Trained CDW sales staff on new HP products, and sales methodsSingle point of contact for CDW and HP, managing 3000+ sales representativesCreated and updated timely reporting of account progress.KEY ACCOMPLISHMENTS / CAPABILITESSales Consultant for Oracle Sold and installed Call Center software. First client: Weber Stephens (Weber Grill)Oracle (Sun Microsystems) Solution Specialist Thin Clients Responsible for 25% of US sales. Architected structure for repetitive solutions.Computer Sciences (CSC) Sr. Consultant, Practice Manager Senior Billable Consultant specializing in Banking Industry, Transition to Web Development Practice Manager.Alliance development with Integrators and Partners key strategy to solution delivery.EDUCATIONBachelor of Arts, English, Villanova UniversityAttended MBA, Marketing, Keller Graduate School of ManagementCertificationCertified Master, Knowledge Advantage, KAMiller Heiman Sales Training |
