Customer Service Sales
Resume:
Phil Minick
Laguna Hills, CA. *****
abm46o@r.postjobfree.com
Call Center Management
Inside Sales, Customer Service, Quality Assurance, Collections and
Operations
Thirteen years of Call Center Management experience
STRATEGIC, results oriented, decisive leader with proven success in
building and leading top performing call center teams
FOCUSED on exceeding goals in the areas of inside sales, customer service,
collections, quality assurance, marketing, territory development and
operations.
OUTSTANDING problem solver that is talented and driven to impact the bottom
line.
THRIVES in a dynamic, fluid environment while providing advanced training,
guidance and motivation that result in the retention of top performing
professional team members.
Professional Experience
The Laguna Playhouse, Laguna Beach, Ca April 2009- Current
Subscription Campaign Manager
Management of Inside Sales and Customer Service/Box Office reps. In charge
of increasing the 2009/2010 subscription season ticket holder base and Tele-
fundraising for this nationally renowned, non-profit theater organization.
Operational Enhancements:
Hiring, training, developing, monitoring, motivating, leading and
disciplining a team of inside sales, TeleFunding and customer service/box
office reps for this seasonal, start up call center.
Monitored daily data and deal flow while managing various customer service,
and sales reports for senior management.
Developed a sales lead and customer service/customer retention data base
plan using VanillaSoft CRM software.
Managed ticketing, fundraising, memberships, marketing, reporting, CRM and
web transactions using Tessitura software
Revenue Growth:
Opened up new sales and customer service territories all across California
bringing in past patrons as well as new Theater goers. Sold out over
100,000 seats to over 250 performances exceeding all sales goals. Also rose
over $100,000 for the Laguna Playhouse through TeleFunding.
Commerce Energy Inc, Costa Mesa, Ca. July 1999- June 2008
Director National Sales Operations
Primary leadership role at a start up company in the newly deregulated
energy industry in all aspects of business development, call center
building, product/service development, direct marketing efforts and revenue
generation while penetrating and expanding renewable green energy markets
for the selling of electricity and natural gas to commercial and
residential customers nationwide.
Management of inside sales, customer service, collections, quality
assurance and customer retention. Progressive responsibility that started
as an Inside Sales Supervisor, then Quality Assurance Manager, on to
National Inside Sales Manager and ultimately Director of all National Sales
Operations.
Operational Enhancements:
Hiring, training, developing, monitoring, motivating, leading and
disciplining a team of up to 200 inside sales, customer service,
collections and quality assurance reps, managers and supervisors both in
-house and in American outsourced call centers.
Monitored daily data and deal flow while managing various customer service,
collections and sales reports for senior management.
Developed a sales lead and customer service/customer retention data base
plan using Salesforce.com
Lead the integration project of Siemens phone system with Salesforce.com
CRM that enhanced our ability to predictive dial and create more sales and
efficiently process them through the operational, customer service and
collections pipeline.
Managed company enforcement of Public Utility Commission rules and
regulations.
Lead customer training programs on new Smart Meter installations in TXU and
Reliant territories
Managed staff schedules, and approved weekly payroll to control downtime
expenses.
Revenue Growth:
Opened up new sales and customer service territories in 15 states and 23
different deregulated utility areas
Enrollment of over 200,000 new commercial and residential electric and
natural gas customers
Cash liquidity of $65 million in 2002 with no debt. Net sales gains every
year
Gross profits of 37.3 mil (2003) 19.4 mil (2004) 28.2 mil (2005) 28.8 mil
(2006) and 57.2 mil (2007)
Edison Security Services (Westec) Aliso Viejo, Ca. Dec 1997-July
1999
National Customer Service Supervisor
Managed employee training and directly responsible for over 100 customer
service reps in a 24/7 national call center.
Constant resolution of complex customer billing issues.
Improved collections techniques and increased collections profitability.
Reduced alarm equipment trouble shooting problems.
Dispatch service techs for installation, repair and maintenance.
Monitor and interpret business and residential alarm activity for the
proper dispatching of Police and Fire departments nationwide.
Operational Enhancements: Integrated new training techniques to improve
overall performance by lowering call answer times while increasing call
volume and customer satisfaction.
Revenue Growth: Led transition team that prepared Westec Security for
acquisition by Southern California Edison Security Services by cutting
payroll and operational costs while improving call center functionality.
Pizza Inn Restaurants, St. Simons Island, Waycross, St. Mary's GA. Aug
1995-Dec 1997
General Manager of 3 locations
Skilled manager with creative, innovative approach to managing staff,
generating teamwork with proper communication and improving overall
customer satisfaction. Proven track record of lowering turnover, payroll
and operational costs while increasing employee retention rates to yield a
high profit.
Operational Enhancements: Lowered food ordering and inventory supply costs
by cutting waste and repetitiveness. Revamped hiring and training
procedures to obtain and retain valued employees.
Revenue Growth: A continual sales increase month after month verses the
previous years. Initiated "roaming manager" approach to receive constant
real time feedback from customers. This much-appreciated personal touch
stimulated constant return customers and propelled a good reputation in the
community.
Laguna Village Caf , Laguna Beach, Ca. Nov 1986- Aug 1995
Caf and Bar Manager
In a unique oceanfront outdoor caf amidst a setting of artists, sculptors
and painters, Manager of all caf and bar related operational and
functional duties.
Hiring and training of new employees
Maintaining a high volume of sales and customer satisfaction.
Ordering and maintaining inventory while keeping costs low and profits
high.
Operational Enhancements: Improved and modernized kitchen functionality and
operations.
Enhanced communication between servers and kitchen thus improving customer
service, food quality and record profits.
Revenue Growth: Increased caf and bar sales year after year by improving
service and menu options.
Education
2004. Employers Group Insurance: Certificate in Supervision and
Management
1998. Zenger-Miller Front Line Leadership: Certificate in
Supervision
1994. Mira Costa College, Vista, Ca. 2 Year Certificate- Hospitality-
Hotel/Restaurant Management
Microsoft Office and IBM applications along with Salesforce.com,
VanillaSoft.com, and Tessitura Ticketing administrator.
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