SUMMARY

• Worked 3+ years at Corporate Walgreens from as a Help Center - Quality Assurance Management Trainer/Coordinator-also performed QSR- Quality System Regulations on a weekly basis, with top priority was quality with public relations assurance. Knowledge of Became familiar with various types of Medical Devices to help manage health care needs CMS (Call Center Management Systems) experience, Enterprise Resource Planning software (ERP), which allowed myself to use the “cloud” computer platform. Used AS400, assisted management and pharmacists through the Call Center with computer hardware and software solutions via the telephone and email.
• Responsible for shipment of equipment, register parts and store product.
• Worked 19+ years in the supervisory management within the financial industry, built and maintained s . AND the restaurant & hospitality industry, starting back from 1982.
• Have been involved 5+ years in 3rd party, and consumer collections, which included skip tracing making 50-100 calls daily. Also, utilized including finding individuals or their relatives through 411.com people search and some use of Comprehensive Accurint reports to assist locating individuals .
• We used DSO (Days Sales Outstanding) with the business debt to expedite the collections activity and there were bonuses based on collections DSO within 3 months, and between 3-6 months.
• Strong leadership, interpersonal skills, effective communication skills, who has built strong relationships. I’m sales & financial goal-detailed oriented, multi-tasker that is proactive self-starter. I have a superior attention to detail, and strong ability to visualize, articulate, and solve complex problems. I am driven, with an abundance of compassion, inspirat0069on and desire.
• Used & Trained representatives in Sales Force ( Confidential ), and Goldmine, SAP (Software Applications Products), in data processing with Enterprise Resource Planning (ERP), CRM systems-which are used to track the customer & business interactions, & used & became Proficient in Microsoft Office applications (Word, Excel, VISIO & PowerPoint). Used KPI (Key Performance Indicators) & GAAP (Generally Accepted Accounting Principles) metrics to determine best sales results, and adhered to when sharing.
• Continuous Training & Mentoring of new sales representatives, while maintaining a necessary sales role, including the assistance in closing & SAVING deals, to help make or beat the sales & financial quotas.
• Held the team accountable for hitting daily AND monthly sales goals, with coaching through side-by-side call monitoring with real time feedback and weekly reviews.
• Ability to work in a team environment. Hard-working, critical thinking, results-driven, with tenacity, action-oriented, encouraging, and very motivated to sell. Exhibiting or producing very cohesive client relationships.
• Passionate work ethic combined with a commitment to excellence in all positions undertaken.
• Certified with the International Association for Professional Debt Arbitrators.
• Very detailed oriented, focused driven, hard worker, with strong analytical and problem solving skills. I’m not afraid of humility. Performed Semi-annual team & Individual reviews.

EMPLOYMENT:

Confidential

Project Management Professional, Sales, & Customer Support trainer, San Diego, CA

Responsibilities:

• The company's Negotiator-head collector of the debt relief program. managed the Inside Sales Call Center, with their development of sales strategy, training on skip tracing skills, hands-on manager, with claims and collections of debts, having a relentless attitude, analyze their data making sure they use the sales process, which initially includes cold calling prospects, to set appointments and scheduling times to create a sale methodology, so that they will have a completion of a consistency of the sale.
• Expediential supervisory skills. Also, since 2010, was the Negotiator of the consumer’s financial debts.
• Used Confidential , also called Corrective Action / Preventive Action, or simply Corrective Action) for improvements to an organization's processes
• Used SAP (Software Applications Products), in data processing in Enterprise Resource Planning (ERP), CRM systems-which are used to track the customer & business interactions.
• Used KPI metrics, (Key Performance Indicators) and GAAP to help determine best sales results, and must be adhered to.
• Strong written, analytical and verbal communication skills.
• Very detailed oriented, with excellent communication skills. Able to develop and nurture relationships.
• Strong phone presence, listening and presentation skills. Ran credit reports, Credit analysis or financial analysis of ALL possible clients, sales reports, spot checking employee follow up on older leads, to get the most out our leads. Used Debt Calculator to run estimates on the length of a program.
• Consultative & analytical sales, within the call center. Created a debt calculator, adding an attention to detail and accuracy with an average client for 36 months. Maintain honorability and consistent standards, attaining Bi-monthly sales & financial goals.

Confidential

Customer Care Specialist, Carlsbad, CA

Responsibilities:

• Assist the consumer in filling their medication and prescriptions. Assisted pharmacy in getting OR updating Prior Authorizations for medications that needed a PA. Administrative support using database software.
• Utilization system effectiveness , management/third party Administrator/Customer Service Representative
• HIPAA Privacy Compliance Training, when necessary communicate with The Office of Prescription Drug Promotion (OPDP) - & the FDA to help with Manage daily administrative functions, which included managing and analyze the quality management assurance of the medications, medical devices and listened to employees’ calls to make sure they performed with the habit of top notch management of quality for each of our patients. Contact with their medical facility, nursing home or their medical coordinator. Managed daily administrative functions, and supervised customer service-help desk.
• Coordination of co-payment, assisting with co-payment needs, and claims and collections of debts when they cannot afford to make their payments.
• Became familiar with various types of Medical Devices to help manage health care needs Dispatched & order management for issue referrals for oncology, hematology and cardiology patients. Hospital Focused-Critical Care-assistance making sure the consumer is utilizing necessary benefits and has updated prescriptions in order to get the correct care.
• Used SharePoint, as a document management, and storage system, used IRIS as the CRM which are web-based applications that integrate with Microsoft Office products.

Confidential

Sales Trainer-Team Manager/Debt Resolution Specialist, San Diego, C

Responsibilities:

• Managing a team of 10-12 Account Managers, while still selling service in order to make sure we Went 28 months in a row on exceeding the sales quota, with more sales AND dollar volume each month compared to the year before. Attained OR regularly exceeded sales goals.
• Consultative sales with an average client for 36 months, which lead to extreme customer service contact as a necessity of keeping the customer for the length of the program.
• Provide exemplary & constant customer service, & emotional understanding of current client’s needs.
• Qualifying, setting appointments and scheduling times for a negotiator, to discuss the settlement process and educating consumers, for our comprehensive debt reduction program.
• Certified with the International Association for Professional Debt Arbitrators. License credit report reviewer. SharePoint 365 was used for team collaboration, to assist and help with Quality Assurance Management & overall teamwork.
• Training, running credit reports, sales reports, analyze and spot checking employee follow up on older leads, to get the most out our leads. Interviewing & hiring new representatives.

Confidential

National Account Manager, Chicago, San Francisco

Responsibilities:

• Involved with the start-up of this business through digital technologies, performing SEO, with cold calling telesales, brand development & Inside Sales team. We initially got involved in new product introduction through direct mail advertising & digital media marketing campaigns as a small team of 5-6 individuals.
• Performed Administrative Assistant duties, Responded to and Answered business owners complaints.
• Compiled system effectiveness through data analysis by scheduling demonstration appointments for 2 years, for C Level Executives before becoming a National Account Manager. Email-E-Commerce marketing specialist.
• Exemplary presentation and communication skills within the executives. Obsessed and passionate with creating great experiences for our clients. Created and delivered web based sales presentation, with the importance of profit building, leveraging strong product knowledge for Inside, and Consultative sales which included a powerful-verbal sales presentation for Outside Sales to prospective clients.
• Won multiple awards for achieving and excelling sales quotas. This included multiple years of the President's Club.
• As a matter of fact, I eventually earned the first annual Bill Porter "Passionate, Persistency & Perseverance" award.