Customer Service Sales

**** ******* ****** **• LAS VEGAS, NV ***** • PHONE 562-***-****

GREG M. FORDE

OBJECTIVE

To obtain a position in a new field utilizing skills obtained from my previous experience and education while expanding my potential for professional growth.

PROFESSIONAL EXPERIENCE

COX COMMUNICATIONS 2013-Present

Cable Company Las Vegas, NV

Inbound Sales Supervisor

Supervise 10-15 sales agents and 2 sales coaches. Train, coach, and develop sales staff on daily basis. Continuous sales support and consistently the #2 sales team in the Southwest region.

One on one coaching with sales agents on weekly basis.

Monitor calls for quality daily.

Handle call escalations from agents.

Develop staff on soft skills and upward progression in the company.

Lead new initiatives and trainings with sales team.

Review metrics reports with staff on daily basis.

Maintain consistent top sales numbers amongst the region and call center.

DRIVE TIME 2007-2012

Car Sales Las Vegas, NV

Sales Manager

Managed 10 sales advisors, 2 operation advisors, and 2 lot porters. Trained, coached, and developed sales staff on daily basis. Drove sales, exceeded budget 95% of the year.

Reviewed bottom line management of dealership on daily basis.

Underwrote and closed 60% of all deals in the dealership.

Interviewed potential new hires

Developed staff on soft skills i.e. interpersonal savvy, negotiating, drive for results listening, and time management.

Maintained optimal presentation of the car lot in order to attract business

Maintained work schedules for entire staff including GM.

Collectively worked with titling and wholesales departments; ensuring lot was fully stocked and loans funded and secured

Team player in developing customer service training for corporate office.

SPRINT LTD 2004-2006

Retail Service Center Las Vegas, NV

Assistant Store Manager

Manage 10 sales consultants, 7 cashiers, and 1 inventory clerk. Drive day to day sales of services and equipment along with continued customer service excellence.

Implement new sales strategies to drive sales into store.

Make sure store is fully staffed and properly scheduled at all times.

One on one meetings with staff ensuring they are working at optimal performance

Handle any and all customer escalations that may arise

Troubleshoot equipment for technical problems, i.e., computers, cellular phones, and home equipment.

Maintain daily paperwork for audit purposes.

Balance nightly cash drawers and store deposits.

Hire and Terminate employees.

SPRINT PCS 2003-2004

Retail Service Center West Covina, CA

Customer Service Manager

Manage 4 customer service representatives and 8 sales representatives. Drive of phones, long distance service, accessories and service plans.

Mentored representative to ensure various monthly quotas were attained

Balance nightly cash drawers and store deposits.

Maintain daily paperwork for audit purposes.

Handle customer escalated issues.

SPRINT PCS 1998-2002

Wireless Telecommunications Provider. Irvine, CA

National Quality Team Supervisor, (2000-2002)

Partnering with workforce Management to keep track of advocates. Making sure company quality goals remain at or above 95%. Continued coaching and training of advocates.

Help retention department reach goal of 95% quality scores.

Assist in launching quality campaign.

Resolve approximately 15-20 escalations per day.

Reliable resource for advocates, supervisors, and managers to come to if they need a difficult problem resolved.

Retention Specialist, (1999-2000)

Retaining customers who want to deactivate service and resolving billing and technical issues.

Maintained 50%-65% save rate monthly exceeding companies expectations.

Provided quality service on every call.

Resolved billing problems, keeping the customers and the company’s best interest in mind.

Maximized customer benefits, resulting in better relationship between company and customer.

Promoted to Senior Specialist in less than one year.

Customer Solutions Specialist (1998-1999)

Handled inbound customer service calls, activated new accounts, assisted customers with billing and technical issues and being the front line for the Sprint PCS organization.

Handled approximately 80-120 calls per day with superior quality.

Maintained Quality scores above 95%.

Continuously met company’s performance goals.

promoted to Retention Specialist in less than one year.

EDUCATION

Information Technology 2012 - Present

Kaplan University Online

Diploma, International Business 1995

Long Beach Polytechnic High School Long Beach, CA

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