Jacquline Stokes Alves - Resume
Jacquline D. Stokes-Alves
Summary: Self-motivated professional with a proven track record of success in Customer Service, Sales, and Management. Working in time-critical environments, the establishment of sales skills, time management, effective communication (both verbal and written), interpersonal skills, problem solving, leadership, customer relations/retention, staff motivation, root cause analysis, program coordination and management have been solidified.
Education:
03/2012 � 05/2016 : Johnson and Whales University- Bachelors in Business Management and Operations Management
06/9/2013 - 07/5/2013 : Study Abroad- South Korea HR/Management Program
Programs: Microsoft Office Suite, MAC OS, SharePoint, WebEx, LMS, IEX, Workday, and Salesforce
Professional Experience:
Aura, Inc., Attleboro, MA
09/2015 - Present
Office Manager / Course Developer
Sr. Sales/Customer Service Rep., Sales/Customer Service Rep., Receptionist � 10/2004-07/2007
� Revising current structure of wellness courses and adding new learning
methodologies.
� Support Director with research, course restructure, and office upkeep.
� Utilizes Salesforce to keep track of student records, communications, and exam
submissions.
� Support General Manager with organization, meeting prep, on-boarding,
reporting, inventory, shipping, vendor relations, and everyday management of the
office and staff.
Conduent, Charlotte, NC
10/2/2017 - 2/11/2018
HighMark Trainer
� Conduct training classes, which include content about the job, Company, and
client programs.
� Facilitate new hire training using the provided curriculum to call center staff.
� Facilitate continuing education classes to existing call center staff for new
products, services, customer service skills and market launches.
� Provide performance feedback to class participants being responsible for the
professional development of the customer service and support staff.
� Communicate with various departments within the organization, including
resource planning, human resources, quality and the help desk.
� Assist Operations with understanding agent opportunities and updating training
programs to meet those needs.
� Collect information regarding response systems, human interactions, and
information systems requirements.
� Help to design call center training manuals by identifying and describing
information needs, obtaining feedback from management, and editing final copy.
Convergys, Charlotte, NC
09/2013 - 02/2017
Training Supervisor, Sales Trainer, ABay Sales Coach, Sales Advisor
� Supported Training Manager with tracking training deliverables, organization,
meeting prep, calendar, and the on-boarding of trainers / PRTs to ensure
successful transition to the team.
� Developed six Program Ready Trainers (PRTs), three of which were promoted to
Associate Trainers after four months, due to fostering their professional
development and growth.
� Oversaw all scheduling of training resources within the site (750+ advisors), and
successfully implemented protocols that allowed for all CEs to be completed 2-3
weeks before deadlines.
� Optimized resources for more efficient training schedules.
� Served as key training contact with the responsibility to manage the site-based
curriculum development to ensure accurate transfer of information.
� Participated in various internal and external meetings, which included site
leadership, the client, and corporate to ensure that internal and external clients
were kept apprised of new developments and to close the gap of knowledge
between departments and to evaluate the effectiveness of ongoing training
initiatives.
� Managed CE reporting and client updates through Outlook and SharePoint.
� Facilitated trainings for CEs / New Hire, as needed, and to develop staff through
observations.
W.R. Cobb, East Providence, RI
09/2009 - 08/2013
Assistant Manager, Sales/Customer Service Representative (B2B)
� Utilized Outlook and/or telephone to respond to questions and/or complaints from
clients in Asia, India, Australia and the West Coast.
� Coordinated and prepared shipping documents, along with shipping/receiving for
the transportation of precious goods for US, international or air/ocean freight.
� Maintained house accounts ($1M+) by building relationships with the purchasers.
� Created new accounts by maintaining Back Office of company website.
� Coordinated with production, buyers and forecasters to ensure prompt delivery.
� Proposed new product development on behalf of client and implemented design
plan.
� Assisted office manager with day-to-day operations (scheduling, time mgmt,
onboarding, etc.)
� Increased revenue by following up on account receivables to ensure on-time
payments.
� Researched and facilitated the implementation of Salesforce CRM.
Vector Marketing Corporation, Johnston, RI
06/2007 - 12/2008
Pilot Manager, Branch Manager, Assistant Manager, Sales Representative.
� Trained / managed a team of 100-150 sales representatives / receptionist team.
� Operated sales franchise in Johnson, RI for the SNE Division Manager.
� Fall Office Sales of 175K for SNE Division Office.
� Branch Summer office sales of $34,000 and Personal Sales of $36,000
� Executed office activities, such as human resources and weekly sales meetings.
� Screened, interviewed, and made hiring decisions for sales positions.
� Developed seven Management Candidates for the summer of 2009.
� Assisted in the development / implementation of business plan for the Fall of
2008.
� Organized and launched a daily advertising campaign.
Jacquline D. Stokes-Alves
Summary: Self-motivated professional with a proven track record of success in Customer Service, Sales, and Management. Working in time-critical environments, the establishment of sales skills, time management, effective communication (both verbal and written), interpersonal skills, problem solving, leadership, customer relations/retention, staff motivation, root cause analysis, program coordination and management have been solidified.
Education:
03/2012 � 05/2016 : Johnson and Whales University- Bachelors in Business Management and Operations Management
06/9/2013 - 07/5/2013 : Study Abroad- South Korea HR/Management Program
Programs: Microsoft Office Suite, MAC OS, SharePoint, WebEx, LMS, IEX, Workday, and Salesforce
Professional Experience:
Aura, Inc., Attleboro, MA
09/2015 - Present
Office Manager / Course Developer
Sr. Sales/Customer Service Rep., Sales/Customer Service Rep., Receptionist � 10/2004-07/2007
� Revising current structure of wellness courses and adding new learning
methodologies.
� Support Director with research, course restructure, and office upkeep.
� Utilizes Salesforce to keep track of student records, communications, and exam
submissions.
� Support General Manager with organization, meeting prep, on-boarding,
reporting, inventory, shipping, vendor relations, and everyday management of the
office and staff.
Conduent, Charlotte, NC
10/2/2017 - 2/11/2018
HighMark Trainer
� Conduct training classes, which include content about the job, Company, and
client programs.
� Facilitate new hire training using the provided curriculum to call center staff.
� Facilitate continuing education classes to existing call center staff for new
products, services, customer service skills and market launches.
� Provide performance feedback to class participants being responsible for the
professional development of the customer service and support staff.
� Communicate with various departments within the organization, including
resource planning, human resources, quality and the help desk.
� Assist Operations with understanding agent opportunities and updating training
programs to meet those needs.
� Collect information regarding response systems, human interactions, and
information systems requirements.
� Help to design call center training manuals by identifying and describing
information needs, obtaining feedback from management, and editing final copy.
Convergys, Charlotte, NC
09/2013 - 02/2017
Training Supervisor, Sales Trainer, ABay Sales Coach, Sales Advisor
� Supported Training Manager with tracking training deliverables, organization,
meeting prep, calendar, and the on-boarding of trainers / PRTs to ensure
successful transition to the team.
� Developed six Program Ready Trainers (PRTs), three of which were promoted to
Associate Trainers after four months, due to fostering their professional
development and growth.
� Oversaw all scheduling of training resources within the site (750+ advisors), and
successfully implemented protocols that allowed for all CEs to be completed 2-3
weeks before deadlines.
� Optimized resources for more efficient training schedules.
� Served as key training contact with the responsibility to manage the site-based
curriculum development to ensure accurate transfer of information.
� Participated in various internal and external meetings, which included site
leadership, the client, and corporate to ensure that internal and external clients
were kept apprised of new developments and to close the gap of knowledge
between departments and to evaluate the effectiveness of ongoing training
initiatives.
� Managed CE reporting and client updates through Outlook and SharePoint.
� Facilitated trainings for CEs / New Hire, as needed, and to develop staff through
observations.
W.R. Cobb, East Providence, RI
09/2009 - 08/2013
Assistant Manager, Sales/Customer Service Representative (B2B)
� Utilized Outlook and/or telephone to respond to questions and/or complaints from
clients in Asia, India, Australia and the West Coast.
� Coordinated and prepared shipping documents, along with shipping/receiving for
the transportation of precious goods for US, international or air/ocean freight.
� Maintained house accounts ($1M+) by building relationships with the purchasers.
� Created new accounts by maintaining Back Office of company website.
� Coordinated with production, buyers and forecasters to ensure prompt delivery.
� Proposed new product development on behalf of client and implemented design
plan.
� Assisted office manager with day-to-day operations (scheduling, time mgmt,
onboarding, etc.)
� Increased revenue by following up on account receivables to ensure on-time
payments.
� Researched and facilitated the implementation of Salesforce CRM.
Vector Marketing Corporation, Johnston, RI
06/2007 - 12/2008
Pilot Manager, Branch Manager, Assistant Manager, Sales Representative.
� Trained / managed a team of 100-150 sales representatives / receptionist team.
� Operated sales franchise in Johnson, RI for the SNE Division Manager.
� Fall Office Sales of 175K for SNE Division Office.
� Branch Summer office sales of $34,000 and Personal Sales of $36,000
� Executed office activities, such as human resources and weekly sales meetings.
� Screened, interviewed, and made hiring decisions for sales positions.
� Developed seven Management Candidates for the summer of 2009.
� Assisted in the development / implementation of business plan for the Fall of
2008.
� Organized and launched a daily advertising campaign.