Yyyyyy x. yyyyyy

Driven, focused, and knowledgeable Strategic Leader with 13+ years of experience and a proven ability to lead others and oversee daily sales operations within fast-paced environments. Experienced in managing key client accounts, completing sales/financial forecasting, diffusing escalated client service situations, and coaching/training new staff members. Highly adept in improving operational revenue in addition to maintaining strong communication with co-workers, staff, clients, and members of executive management.

Client Account Management Microsoft Office Suite Relationship Management

Client Retention Process Improvement Increasing Product Awareness Sales Forecasting

Email/Chat Support Cross Selling/Up-Selling Oral/Written Communication

  Direct day to day customer support logistics within a fast-paced environment with a focus on increasing productivity and efficiency levels

  Support Journal Authors, Editors, and Reviewers during the submission, editorial, and publication process in addition to providing technical support as needed

  Assist customers via telephone and/or chat, manage e-submission support logistics, and handled manuscript uploading issues

  Coordinated customer service functions within the Print and Journal Department which centered on handling approximately 35 calls per day and entering in book and journal orders from educational institutions, consumers, and professionals

  Reviewed and processed orders accurately and timely, successfully up-sold/cross-sold products, and managed key client accounts

  Maintained an expert level knowledge of current product offerings along with internal policies regarding returns and/or shipping

  Provided support to both Authors and Sales Representatives in regard to preparing for sales convention, processing book orders, and assisting with questions related to shipping and/or order issues

  Played a lead role in modifying and cancelling processed orders and followed up with clients via email/phone call

  Utilized superior communication and interpersonal abilities to maintain positive rapport with both new and existing clients

Yyyyyy x. yyyyyy

  Managed customer service tasks within a call center environment which included handling up to 30 calls per hour and processing book orders

  Worked closely with key clients which included book stores, hospitals, universities, and individual consumers

  Identified and diffused escalated customer service situations, processed order credits, and reviewed invoices for errors

Additional Professional Experience Includes: The May Company, Collection Specialist (2003-2004) and Inbound Customer Service Representative, SBC Communications (2000-2001)