Private Consulting

Telemarketing Center Implementation
Paradigm Home Loans/ Priority One Funding
(Independent Contractor)

Primary Project Summary - Determined call center telephone system needs and suggested an analog PBX solution on IP based backbone. Worked in all positions to determine optimal workflow, procedures, and best practices. Then implemented these procedures working one on one with all reps to .  Developed Scripts including responses and call management techniques. Reduced outbound calling costs by 60% using a T1 VOIP communications solution. Implemented headset use and increasing productivity by an estimated 30%.

In a high volume outbound call center environment marketed debt consolidation to qualified candidates. Interviewed applicants to determine the best lending options for their needs. Requested and gathered the specified documents for the loan application and process. Analyzed applicant's financial status, credit information and house worth to determine the feasibility of qualifying for a reduced loan. Advised customers with regards to debt consolidation and options available through earned home equity. Arranged in house broker meetings with clients and handed off application for processing. Gained various leads through the use of networking and strategic forms of prospecting.

RESONSIBILITIES:

Responsiblities for the position included:

• Communication with brokers, account executives and branch management regarding pricing, structuring and closing of loans and daily pipeline management.
• To develop and maintain relationships with the real estate and financial community for the purpose of obtaining mortgage loans.
• Telemarketing mortgage leads, track and report all sales calls, presentations, appointments, and results 
• Keep current and understand all Mortgage Loan programs, pricing, policies and procedures.
• Maintains a high level of customer service with quick response times and accurate information
• Deliver professional presentations to individuals and groups

REQUIREMENTS

• Sophisticated communications skills: written and verbal, comfortable with selling over the phone
• Ability to connect meaningfully with many types of people
• Can evaluate and place deals successfully and push them through to completion
• Adility to handle constant rejection and perform repetative tasks without descouragement
• Truly care about helping clients
• Driven to make money. "Must want to step-it-up a notch and earn more than you are currently."

Private Consulting

Customer Service Trainer- Graveyard Store Manager
Winners Corner. Sparks, NV
(Independent Contractor)

Graveyard Shift Supervisor and Cashier Training

Description

• Supervised all aspects of nightly operation of assigned store, under the direction of the store manager and assistant manager
• Provide SUPERIOR customer service to EVERY customer

Specific Responsibilities
Routine daily stocking of store

• Price, stock and face store shelves and walk-in cooler shelves
• Routine store (interior) cleaning
• Sweep and mop floors
• Clean windows, doors, cooler doors and ledges
• Clean fast food counter and sales counter, as needed
• Clean bathrooms; replenish supplies
• Empty trash; replace liners

Routine store (exterior) cleaning

• Sweep, clean, pick up trash, including landscaped area as needed
• Wipe down gasoline dispensers and trash cans
• Empty trash; replace liners
• Customer relations
• Greet and establish eye contact with EVERY customer as they enter the store
• Promptly wait on each customer
• Assist customers locating items as needed
• Give quick and accurate directions to customers
• Plus sell: suggest "related items", tell about specials
• Thank customer, invite them to return
   

General responsibilities

• Proficient with cash register, electronic credit card system, manual credit card system, gasoline console, money order machine, and WEC Cardlock system
• Know the store merchandise, including products, prices, and promotions
• Perform all functions in accordance with Winner's Corner Standards
• Follow all company policy and procedures as outlined in the Employee Handbook

Specific Requirements

• Neat and clean personal appearance
• Friendly, outgoing and caring personality
• Ability to get along with others; be a team player
• Demonstrate patience in interacting with the public
• Honesty; not afraid of hard work
• Ability to stand on your feet for up to 8-10 hours; ability to lift up to 50 pounds to shoulder height
• Willing to work varied hours, including nights, weekends, and/or holidays
• Ability to count change, and accurately control cash receipts

Supervised all aspect of the store for the graveyard shift including slot gaming, gas pumps, and retail sales. Trained 3 cashiers for shift, developed pricing cheat sheets, rewrote shift requirements and procedures.

Responsible for supervising all shift operations, achieving the profitability goals and customer service standards established for the operation.

Requirements:

• Proven ability to deal positively with the general public.
• Demonstrated math and writing skills to meet the need of the position.
• Knowledge of purchasing and operations of a retail outlet.
• Knowledge of inventory, receiving and all associated systems and equipment.
• Ability to review and interpret financial budgets and sales reports.
• These skills and abilities are typically acquired through a minimum of one-year experience in supervising or managing a retail and casino operation.
• Loss Prevention/ Surveillance with CCTV Video Review and Live Camera Surveillance