Sales or Customer Service Supervisor
SHAWN STENSTROM
OBJECTIVE A position as Team Leader, Customer Service Supervisor, or related positions
SKILLS & ABILITIES Three Years successful Experience in Team Leader/Supervisory Roles leading teams to achieve goals and metrics.
Eight years successful experience in direct sales of a range of products and services.
Over three years management experience emphasizing a collaborative yet decisive style.
Adept at building productive relationships to further the organization's goals.
Persuasive skills, both written and verbal.
Extensive practical hands-on experience as manager of a small business.
Motivated and enthusiastic about developing good relations with clients and colleagues.
EXPERIENCE AMERICAN EXPRESS, CUSTOMER ENGAGEMENT NETWORK
Sept 2014 � August 2018
Team Leader � Customer Engagement December 2016 �March 2017; June 2017 �August 2018
Supervised teams of 10 -15 Customer Support Representatives. Provided daily coaching, feedback, contests, and Goal Setting to motivate Representatives to drive excellent service while meeting Sales and Efficiency Metrics for inbound small business card members.
Client Management Representative April 2017 � June 2017
Inbound call representative assisting our High Value Business Card holders resolve customer issues while provide business solutions as well as other products and services to maximize rewards and loyalty with Amex.
Team Leader � Inbound/Outbound Credit Operations August 2016 � December 2016
Acting team leader in leadership development program. Assisted credit and collections department handling past due accounts. Coached and trained representatives to provide services while working with card members in a past due status to find solutions and bring accounts current, avoiding negative credit implications.
Rotational Training Coach New Hire � April 2016 � August 2016
Assisted On the Job Training for new hires to coach and develop skillset to handle incoming customer services goals and ensure quality standards are met to allow new hires to perform up to job standards. Daily activities included call listening, Side by side Call assistance and daily performance reviews to ensure new hire apprentices are trending towards goal metrics.
Customer Care Professional September 2014 � March 2016
Inbound telephone support for small business credit card members. Utilized critical and creative thinking to assist card members in daily interactions to resolve any issues card members experienced while offering options to card members to enhance relationship with Amex.
ACCOUNT MANAGER, ARCH VACATIONS
May 2014 � August 2014
Outbound cold calling to potential vacation travelers to determine travel needs and wants to explain benefits of vacation bundle collections, which we then sold to clients.
ACCOUNT MANAGER, WMPH VACATIONS
April 2013 � April 2014
Contacted potential customers inquiring about Cruise Vacations via phone and email leads to convert into sales, and use the opportunity to upsell to higher value sales.
TEAM LEAD, INTERNATIONAL CRUISE AND EXCURSIONS (I.C.E.)
June 2010 � April 2013
Contacted timeshare owners regarding vacation desires and upsold cruise and land vacation packages tailored to client's needs. Sales range from $1495 to $3195.
Served as team lead assisting new agents in transitioning from training team members to achieve sales quotas through coaching, phone monitoring, and sales incentives.
ACCOUNT MANAGER, PROFESSIONAL MARKETING INTERNATIONAL (P.M.I.)
March 2009 � June 2010
Contacted potential clients who purchased informational material and upsold continuing education material and coaching programs ranging from $1500 up to $20,000
ACCOUNT MANAGER, EVISIONS MARKETING
September 2007 � March 2009
Contacted both current and former clients and upsold SEO, SEM, and other internet advertising packages. Exceed total sales volume of $125,000 per year.
CUSTOMER SUPPORT REPRESENTATIVE GLOBAL CASH FLOW NETWORK
January 2007 � August 2007
Telemarketed as an order-taker for Global Cash Flow Network, which involved learning and implementing sales presentation and conflict-resolution skills. Handled inbound customer service calls assisting clients with implementation of online business websites.
CLINIC DIRECTOR STAPLEY CHIROPRACTIC
January 2004 - December 2006
Advised and assisted clients in understanding the need for and frequency of care, including follow through on home treatment recommendations and frequency of office visits.
Built a large loyal client base through personal attention, quality service, and consistent follow through.
Solicited potential professional alliances in Mesa, AZ via various networking groups and events.
CUBICLE ASSEMBLY FOREMAN PARTITIONS PLUS
October 2002 � September 2003
Managed and oversaw team of 10 -15 people involving training, work flow, team building and coordination, conflict resolution and review process as assembly foreman for new office of T-Mobile headquarters in New Jersey.
CLINICIAN, ADVANCED SPORTS MEDICINE & PHYSICAL THERAPY
September 2000 - October 2002
Managed and oversaw team of multi-disciplinary health care professionals including MDs, DCs, and PTs to implement patient care programs
EDUCATION NEW YORK CHIROPRACTIC COLLEGE SENECA FALLS, NY
Doctor of Chiropractic
WESTCHESTER COMMUNITY COLLEGE VALHALLA, NY
ALFRED UNIVERSITY ALFRED, NY
REFERENCES
1. Garren Tibbs ------------
2. Travis Billings ------------
3. Jacob Boyd ------------
SHAWN STENSTROM
OBJECTIVE A position as Team Leader, Customer Service Supervisor, or related positions
SKILLS & ABILITIES Three Years successful Experience in Team Leader/Supervisory Roles leading teams to achieve goals and metrics.
Eight years successful experience in direct sales of a range of products and services.
Over three years management experience emphasizing a collaborative yet decisive style.
Adept at building productive relationships to further the organization's goals.
Persuasive skills, both written and verbal.
Extensive practical hands-on experience as manager of a small business.
Motivated and enthusiastic about developing good relations with clients and colleagues.
EXPERIENCE AMERICAN EXPRESS, CUSTOMER ENGAGEMENT NETWORK
Sept 2014 � August 2018
Team Leader � Customer Engagement December 2016 �March 2017; June 2017 �August 2018
Supervised teams of 10 -15 Customer Support Representatives. Provided daily coaching, feedback, contests, and Goal Setting to motivate Representatives to drive excellent service while meeting Sales and Efficiency Metrics for inbound small business card members.
Client Management Representative April 2017 � June 2017
Inbound call representative assisting our High Value Business Card holders resolve customer issues while provide business solutions as well as other products and services to maximize rewards and loyalty with Amex.
Team Leader � Inbound/Outbound Credit Operations August 2016 � December 2016
Acting team leader in leadership development program. Assisted credit and collections department handling past due accounts. Coached and trained representatives to provide services while working with card members in a past due status to find solutions and bring accounts current, avoiding negative credit implications.
Rotational Training Coach New Hire � April 2016 � August 2016
Assisted On the Job Training for new hires to coach and develop skillset to handle incoming customer services goals and ensure quality standards are met to allow new hires to perform up to job standards. Daily activities included call listening, Side by side Call assistance and daily performance reviews to ensure new hire apprentices are trending towards goal metrics.
Customer Care Professional September 2014 � March 2016
Inbound telephone support for small business credit card members. Utilized critical and creative thinking to assist card members in daily interactions to resolve any issues card members experienced while offering options to card members to enhance relationship with Amex.
ACCOUNT MANAGER, ARCH VACATIONS
May 2014 � August 2014
Outbound cold calling to potential vacation travelers to determine travel needs and wants to explain benefits of vacation bundle collections, which we then sold to clients.
ACCOUNT MANAGER, WMPH VACATIONS
April 2013 � April 2014
Contacted potential customers inquiring about Cruise Vacations via phone and email leads to convert into sales, and use the opportunity to upsell to higher value sales.
TEAM LEAD, INTERNATIONAL CRUISE AND EXCURSIONS (I.C.E.)
June 2010 � April 2013
Contacted timeshare owners regarding vacation desires and upsold cruise and land vacation packages tailored to client's needs. Sales range from $1495 to $3195.
Served as team lead assisting new agents in transitioning from training team members to achieve sales quotas through coaching, phone monitoring, and sales incentives.
ACCOUNT MANAGER, PROFESSIONAL MARKETING INTERNATIONAL (P.M.I.)
March 2009 � June 2010
Contacted potential clients who purchased informational material and upsold continuing education material and coaching programs ranging from $1500 up to $20,000
ACCOUNT MANAGER, EVISIONS MARKETING
September 2007 � March 2009
Contacted both current and former clients and upsold SEO, SEM, and other internet advertising packages. Exceed total sales volume of $125,000 per year.
CUSTOMER SUPPORT REPRESENTATIVE GLOBAL CASH FLOW NETWORK
January 2007 � August 2007
Telemarketed as an order-taker for Global Cash Flow Network, which involved learning and implementing sales presentation and conflict-resolution skills. Handled inbound customer service calls assisting clients with implementation of online business websites.
CLINIC DIRECTOR STAPLEY CHIROPRACTIC
January 2004 - December 2006
Advised and assisted clients in understanding the need for and frequency of care, including follow through on home treatment recommendations and frequency of office visits.
Built a large loyal client base through personal attention, quality service, and consistent follow through.
Solicited potential professional alliances in Mesa, AZ via various networking groups and events.
CUBICLE ASSEMBLY FOREMAN PARTITIONS PLUS
October 2002 � September 2003
Managed and oversaw team of 10 -15 people involving training, work flow, team building and coordination, conflict resolution and review process as assembly foreman for new office of T-Mobile headquarters in New Jersey.
CLINICIAN, ADVANCED SPORTS MEDICINE & PHYSICAL THERAPY
September 2000 - October 2002
Managed and oversaw team of multi-disciplinary health care professionals including MDs, DCs, and PTs to implement patient care programs
EDUCATION NEW YORK CHIROPRACTIC COLLEGE SENECA FALLS, NY
Doctor of Chiropractic
WESTCHESTER COMMUNITY COLLEGE VALHALLA, NY
ALFRED UNIVERSITY ALFRED, NY
REFERENCES
1. Garren Tibbs ------------
2. Travis Billings ------------
3. Jacob Boyd ------------