| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidate Candidate's Name
Round Rock, TX Street Address
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Self-motivated top-performing military service professional with excellent written and verbal communication. Team Leader with exemplary customer/client relation skills and the ability to build rapport with a large diverse group of people. Highly organized and works under strict scheduled deadlines with attention to detail. Possesses the ability to manage multiple tasks in a fast-paced environment with a positive attitude. Eager to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.Work Experience
Manager, Customer Service Sales/Retention
LegalZoom - Austin, TX (September 2020 to December 2023) Managed 20+ Sales Representatives in both our Inbound and Outbound sales teams. Built a positive team culture, and actively led a team to obtain continuous growth YOY. Analyze current processes to develop and maintain good practices for the current state and future state flows of policies and procedures. Set and manage goals, KPIs, productivity, and efficiency according to service level variation. Lead job development with weekly training, call reviews, and side-by-side call interactions.
Coached agents with personalized one-on-ones, reviewing goals, KPIs, and EOY assessments.
Ensuring agents reach goals while driving continuous growth in sales month over month. Helped increase our Retention team to a 25% subscription growth YOY. Assisted with a newly, redesigned compensation plan for the department. Build, manage, and measure quality programs for improved inbound/outbound interactions. Support operational and financial teams on workforce planning projects and ad hoc analysis.
Account Manager
LegalZoom - Austin, TX (September 2019 to September 2020)
Ensuring a high level of customer satisfaction, professionalism, and courtesy during all customer interactions through active listening and a vast knowledge of products and services. Managed inbound customer accounts, set proper expectations, and resolved customer concerns in a one-call resolution. Ability to successfully manage difficult customer calls that require issue resolution. Utilized exceptional knowledge of the Salesforce platform, services, and ecosystem to solve outstanding customer concerns and negotiate to renew or revise products to retain business. Master order processing within the billing system regarding all aspects of retained accounts, new sales, account lookup, and other tools and functions as they relate to retention. Consistently meet or exceed weekly and monthly retention activity goals and practice telephone-based customer save techniques. Maintain compliance with call handling metrics to include productive time, schedule adherence, handle time, after-call work, and other metrics as necessary.
Comfortable with a fast-paced, dynamic environment, and ability to adapt to ever-changing priorities with a positive and constructive attitude.Business ConsultantIndependent Contractor - Austin, TX (June 2017 to December 2023) Prioritized and managed a high-volume and time-sensitive workflow from submission to completion.
Specialized in business formation (LLCs, Corporations, Non-Profits, LLP, etc.) Business Admin duties, such as Amending Articles of Organization, keeping businesses active and in compliance with the Secretary of State by filing proper documents to keep business in good standing. Managed, prepared, and fulfilled various corporate filings, including Initial/Annual/Biennial Reports, Reinstatements, and Dissolutions. Researched filing components on various government databases and public record sources. Knowledge of current Secretary/Department of State corporate statutes & filing requirements. Assisted client with Expanded business through effective network development, identifying new and creative opportunities, and broadening client's perspective.Innovative Video Editor
Independent Contractor - Austin, TX (April 2009 to December 2023)
10+ years of professional hands-on experience in editing videos for programs, commercials, live and special events, individual clients, and digital and social media marketing.
Optimized and re-cut scenes for pacing, entertainment value, and continuity, and content creation for commercials and promotional material (i.e. TikTok, Shorts, Reels, etc). Offering solid expertise in pre- and post-production editing, story-boarding, footage manipulation, and visual effects application. Delivered edits in real-time with multiple camera angle choices, titles, graphics, audio, special effects, and encoded files to be delivered within short deadlines. Worked extensively with marketing teams to develop, produce, and edit packages for corporate sponsors. Adept at managing multiple projects while ensuring maximum client satisfaction with the highest level of service, quality, and professionalism.Director/ProducerHustle Tyme Entertainment LLC - DBA HTE Filmz - Austin, TX (2000 to December 2023) Responsible for overall leadership, growth, and overall creative direction of the business. Budget management, sales, advertising, social media marketing, and promoting company assets. Evolved company from an audio production studio to a multimedia limited liability company.
Head of promotion and audiovisual lighting, sound, and video for club events and concerts.
Responsible for administering accounts receivable, accounts payable, and employee payroll, as well as purchasing equipment, editing software, and managing inventory. Responsible for cash management, strategic planning, and quality control in all areas related to sustaining company growth and performance. Direct leadership of the customer service department, as well as responsible for achieving high levels of customer satisfaction reviews. Key person responsible for generating over $55,000 in sales during the 2015 fiscal year. Booked 30+ paying shows in the Q3 of 2016, for Street Monopoly Records, LLC. Procured several new sponsorship contracts from vendors in Q2 of 2017. Obtained five investors, with a total of $133,040 earned in FY17.
Addressed and Resolved customer questions, issues, and concerns. Negotiated and contracted deals with several well-known multi-platinum recording artists.
Prepared/designed flyers, illustrations, brochures, and photographic work
Translated audio, graphics, and video animations into distributable formats.PhotographerT22 Studios - San Antonio, TX (June 2019 to April 2022) Responsible for setting up and tearing down equipment (lighting, reflectors, multiple speedlights, etc) for off-site solo shoots. Live event coverage, sports, food, merchandise, portraits, and corporate ceremonies. Led a team of six photographers and three videographers for live events. Lowlight club shoots with on-site proof printing while up selling packages. Regular contributor to Featured Magazine and Whoopsey Radio and produced 3 dozen large print posters for several local live events.
Freelance PhotographerIndependent contractor - TX (February 2008 to June 2019) Collaborated with the KJ Photography/Hard Candy models on a variety of creative campaigns, conducting commercial, fashion, and product photography shoots. Assisted with multiple commercial shoots resulting in a 15% increase in customer engagement. Conducted detailed product photography shoots for various e-commerce websites resulting in a 25.76% increase in sales.MerchandiserIndependent Contractor (Part-Time) - Austin, TX (May 2015 to September 2019) Worked as a merchandiser and retail liaison for 64 client stores. Successfully gained an in-depth understanding of customer wants and needs, and tailored merchandising plans accordingly. Managed floor space plans and product placing, pricing, and promotion. Designed planograms for both new and existing sales floors.
Generated merchandising presentations and guided efforts and activities to increase sales. Worked closely with store managers to increase product availability and promotion on sales floors through thoughtful merchandising design and implementation. Collaborated with store managers and employees, resulting in seamless operations and a 35% increase in sales from 2015-2019. Trained in-store workers in sales techniques and customer education, resulting in 28% higher satisfaction scores in post-sale surveys.Supervisor, Customer Service Specialist
Spectrum - Austin, TX (September 2017 to July 2019) Managed and monitored the daily activities of 15-20 employees regarding call/account support, & providing feedback based on behaviors. Developed and implemented programs and practices to maximize customer satisfaction. Provided detailed weekly team reports and updates to senior management.
Effectively communicated with representatives to maintain clearly defined expectations. Monitored live interactions with Customer Service Representatives and provided real-time feedback regarding adherence to performance standards and coaching toward site goals.
Reviewed daily reports regarding rep performances to identify outliers and correct behavior. Work closely with agents for development in both performance and personal goals. Work effectively under little to no supervision while surpassing performance standards. Responsible for building rapport, listening, clarifying, and accomplishing conversational flow.
Delivered outstanding service and exceeded company expectations. Consistently exceeded performance targets in all areas for several months.
Customer Service SMECharter Spectrum - Austin, TX (May 2016 to September 2017)
Observe inbound calls and provide coaching based on the behaviors of the call. Actively listen, diagnose, and resolve advanced customer tech issues quickly and accurately.
Provide escalation support as a Supervisor. Manage distressed customers, encounters, and challenging situations. Consistently exceed performance targets in all areas within the advanced repair scope of support, while building long-term company loyalty. Proficient in assisting with Charter & customer-owned equipment and resourceful with utilizing proper tools to assist with all customer concerns.
Displayed extensive knowledge of Advanced Repair technical tools and proficiency in programs including Microsoft Office, RIO, Remedy, and Issuetrak. Able to provide a high-level customer service experience practiced in customer care and thrive in a more advanced technical environment.
Present training material to assist agents with performing their daily duties.Cashier/Customer Service
Nordstrom Rack - Austin, TX (August 2015 to February 2016) Cashier and Customer Service Associate who meets and exceeds Sales targets.
Answered phones, directed/transferred calls, and did special orders for clients according to their individual needs.
Ensured that customers know what merchandise Nordstrom Rack has available.
Provided excellent customer services to clients shopping in store.
Made certain that customers receive the highest quality in customer service through the facilitation of opening new Nordstrom credit and debit card accounts and rack insiders.
Excels at building a good personal relationship with the customer to encourage repeat business. Exceeds in customer satisfaction and consumer relationship building with the brand.
Tops in sales of Nordstrom credit, debit, and debut programs.
Flexible schedule and strong mathematical aptitude.
Stock/Web Team
Nordstrom - Austin, TX (June 2015 to August 2015) Manage merchandise in accordance to inventory control processes.
Shipping, tracking, processing merchandise for customers. Maintained inventory reports and logistical research to balance stock-on-hand issues.
Collected items in the store to fulfill online orders, while providing a thorough knowledge merchandise locations.
Organized stock and picking orders to ship out to customers via web orders. picked, wrapped, and prepared merchandise for shipping.
Demonstrate initiative and quality in accomplishing tasks. Manage time to complete assigned tasks without negatively impacting service. Communicate with management team on progress and completion of tasks. Manage merchandise in accordance with inventory control processes.
Assist in maintaining clean and organized selling floors and stockrooms.
Ensure all merchandise is accurately ticketed.
Manage all paperwork promptly and accurately.Med Supply/Logistics ManagementUnited States Air Force (April 2005 to March 2012)
Management/Leadership
Assist in receiving, inspection, and storage of Vendor Medical/Surgical (MED/SURG) supply-type items and incoming medical supplies and equipment. Resolved billing issues, discrepancies in shipments, and receipt documents. Conducted inventories, initiated requisitions, received, issued, stored, & turned in materials. Provided logistical support to command on expired supplies, course of action, and resolutions. Resolved all misdirected shipments, and damaged stock, and conducted routine spot checks on properly stocked items.
Reviewed all requisitions, edited procurement packages, researched any discrepancies in orders, and created up-to-date records on critical medical supplies.
Procurement Manager Managed the procurement, receipt, storage, distribution, material control, and accountability of over $1.5M pharmaceuticals. Increased emergency response by 65% availability. Performed annual operation equipment inventory, and researched transaction history to resolve balance discrepancies. Managed supplier relations and negotiated contracts, prices, and timelines. Maintained the supplier database, purchase records, and related documentation. Knowledge of purchasing processes to include conversing with local vendors, distributors, sales personnel, and other contractors. Negotiated on behalf of the organization to ensure mutually beneficial outcomes that meet the organization s requirements. Purchased a variety of supplies and services from local vendors with a purchasing authority of $100,000 per request as a government credit card holder.EducationBA in Digital Film and Video Production
The Art Institute - Austin, TX 2012 to 2015
Military ServiceBranch: Air Force ServiceCountry: United States Rank: SrAApril 2005 to March 2012
*Honorable Discharge*Awards Airman of the Month - October 2006 & January 2007 Providing Outstanding Service Dean's List - February - May 2015
Exemplary Performance Time Warner Employee of the Month - February - April, June, August & November 2017
Charter Gold Award - Fiscal 2017 (Annual Award)
Top performer of the year.
Spectrum Top Performing Supervisor - November & December 2018
Supervising the top-performing team in the market for the fiscal month Spectrum Ruby Award Winner - February - April - May 2019
Supervising the top-performing team in the call center for the fiscal month
Spectrum Sapphire Award Winner - 2019 Quarterly award for Supervising the top-performing team in the Southern region (April-June) LegalZoom Top Performer - July & September 2020
Top Account Manager
|
