Experienced Manager
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Experienced Manager


Abilities:
A Senior Level Director, Department Manager, Call Center Manager, with over 35 years’ experience
Background of achieving 100% Customer Satisfaction goals for both internal and external clients
IT Applications, Service Desk Ticketing, WorkForce Management experience
Manage a training department with a total of 8 trainers, in the United States and in Europe
Created a Sales training manual and did front line training classes. My training manual was used both in the United States and in Europe
Sold Advertising and internet solutions, with experience in Medical Device Sales & Telecommunications
Client management experience for National and International accounts
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EMPLOYMENT HISTORY
?24-7 In touch, FTE, working with clients, Virgin America Airline, Airbnb, Red Robin, as a Trainer, and Senior Customer Service Consultant (Second Career)
?RJF Business Consultants, Owner
?Transcom, Training and Quality Manager, working exclusively with Apple
? Comcast Business Solutions, Cloud Desk Senior Consultant
? Dex Media Solutions, Senior Digital Advertising Consultant
? Mercury Payment Solutions, Channel Sales Trainer
? TransFirst, LLC. Channel Sales Trainer, Sales Training Manual Designer
? Super Media, LLC, Account Executive
? Denver Newspaper Agency Advertising Sales Executive
? Dentsply Friadent CeraMed, Customer Service/Sales Manager
? AT&T Broadband, Denver Metro Direct Sales Manager

???Budgeting experience with department budgets of 1 million dollars???
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EMPLOYMENT SUMMARY
?Trainer, Senior Consultant for several clients, Virgin America Airlines, Red Robin, and Airbnb. Worked as trainer, working with customer service agents, certifying them for superior customer care positions with Airbnb. Worked with account management, IT issues, and payments and billing issues for Airbnb, Red Robin, and Virgin America Airlines, helping to provide excellent customer service. As a Senior Consultant for the clients I have worked for, my QA scores were in the high 90% consistently as well as customer reviews based on a 1 to 10 rating, 10 being the best consistently at a 9.5 rating.

?RJF Business Consultants, Working with small to medium size business, setting up customer service departments, call center stations, basic computer skills, working with managers, and team leaders, as well as the company IT department. Train the inside personal as well to train employees. Experience in developing customer care training manuals for both inside and outside sales consultants.

?Transcom, LLC, Training and Quality Manager, North America, Worked with Apple to
Set up training for at home agents, and Tier 1 technical solution agents. Managed 8 inside Tier 1 technical consultants, in Europe and North America for Apple. Set up training classes,
scheduled international conference calls for the IT solutions desk, worked very closely with
Apple training managers in the US, coordinated and set up over 360 at home agents, with
equipment as well as soft phone installations. All training was done remotely across the country. My contract was up and it was then handled internally.

?Comcast Business Solutions, Senior consultant on Cloud services being offered by Comcast.
Familiar with cloud vendors, worked as service desk consultant setting up IT tickets, set up scheduling for in home and business customers of Comcast. As a Senior Consultant/Team Leader built a book of business, maintain book on current customers, as well as called on new customers, doing inside sales business. Working with fortune 500 to 100 and everything
in between. I have built a book of business from scratch to $300,000.00 in 8 months.

?Dex Media, as a senior consultant my focus is on account management. I work with over
200 accounts, analyzing, and recommending marketing strategies that will best fit their
needs on the internet. My Yearly sales can range from $100,000.00 to a half a million
dollars. I am also charged with acquiring new clients as well, and have consistently been one
of the top producers. I am very proficient in several CMS, and have used Sales Force for the
last 8 years.

?Mercury Payment Solutions, Channel Sales Trainer, developing training material,
establishing curriculum for sales, customer service for both inside and outside
sales/customer service, AMA certified, Dale Carnegie Sales Trainer certified, ISMM
certified. Rode with outside territory sales executives calling on customers, and presenting
products as well.

?Transfirst, LLC, Sales Trainer, responsible for training, mentoring, creating sales
implementation material for both inside and outside sales. Worked with Sales consultants
on customer service best practices. AMA certified, Dale Carnegie Sales Trainer certified,
ISMM certified. Worked with outside sales consultants calling on accounts presenting
products and closing sales.

?Super Media, Account Executive responsible for the maintenance of high volume advertisers,
National accounts, and for new account acquisitions. Worked the Denver metro area, as well
as maintaining existing customers in the Colorado Springs and southern Colorado area.
Built marketing plans using the internet, direct mail, and phone directories. Maintained a
monthly billable of over $108,000.00 with my client base.

?The Denver Newspaper Agency, Executive Sales Consultant, I maintained a large
geographic area, as a consultant to all types of clients to analyze, and recommend the type
of advertising to help grow their company’s revenues. I was charged with securing new
business as well as continuing to service existing accounts. I built a comprehensive
marketing package including the internet, direct mail, as well as news print campaigns. I
was responsible for an average monthly goal in sales of over $140,000.00, with over 150
accounts. I also worked as a consultant for many large advertising agencies.






?At Dentsply Friadent Ceramed, I was a Senior Level Department Head, directing 32 outside
sales consultants, and 15 inside sales consultants selling bone grafting material, as well as
dental implants. My team was responsible for a monthly production of $1,000,000.00 in
sales. I maintained relationships, in the continental United States, as well as working with
manufacturing facilities in Europe.

“THE AT&T EXPERIENCE
?As the Direct Sales Department Manager, I built a new department for AT&T from the ground
up. My door to door team sold the full suite of products AT&T offered, to the state of Colorado,
with the main focus being the 7 metro counties in Colorado. The Denver Market was among the
top three markets for AT&T Direct Sales consistently. I designed and implemented sales
processes, salary structure, recruited all sales and administrative staff. My group generated in
just the first year of the new department, over $350,000 in new sales growth. My team was able to
acquirer over 13,000 new customers in 12 months. I maintained a $1.5 million budget.

?Moving into my role as a Call Center Manager, for AT&T, I had a set geographic section of the
United States. I was responsible for 220 customer service and sales representatives, 8 supervisors?
and was part of a team that managed an 850 seat call center. I have experience in managing from
a remote location, as I was based in Colorado. I was responsible for over 600, 000 customers
across the United States My customer satisfaction rating for my team was consistently at 90% of
higher.

?As a Lead Project Manager for three different markets in the AT&T system, I was charged with
the migrating of calls back to local call centers in California, Denver, and Connecticut. I worked
from the regional call center in Denver. I ran the day to day operations in Denver for this
project, and traveled to the other states as needed. During this transition time frame, my teams
were able to maintain a customer satisfaction rating of 90 % consistently, and we achieved this
during the 10 out of 12 months of this transition.
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EDUCATION
Adams State College Business Administration
Jones University Advanced Communication
Dale Carnegie Sales Management/Trainer
Sales Master Senior Manager Training
AT&T, Tele. Management Training Courses
Achieve Global Team Leader/Trainer Program
Certifications
AMA Sales Trainer Dale Carnegie Sales Trainer
ISMM Certified Sales Trainer
Sales Force Trainer Super Media, Mercury, LLC, TransFirst, LLC
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Courses/Associations/Memberships/Publications
?Board Member, Denver Newspaper AgencyACTS
community relations group
?Volunteer Rocky Mountain Adoption Exchange/Fundraiser
?Grand Knight, Knights of Columbus, Council 10205
?President The Potenza Lodge
?Journal of Dental Sciences (Publication.)
?JOMI (Publication.)
?Member/Denver &, Aurora Chamber of Commerce
?Cable News/ (Publication)
?Dale Carnegie Salesman/Sales Manager Course
?Sales Master/ Sales Manager Course
?Member American Management Association since 1984
?Board Member Cherry Creek Arts Festival
?Board member Festival Italiano at BelMar
?Board Member Senior Olympics Colorado
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Complete References upon request