Resume

• 1982

  Bachelor of Applied Arts

  Journalism

  Central Michigan University

• Wine

  Sales Management

  Wine Tasting

  Marketing Strategy

  O'Malley

  Strong human resource skills

  organizational skills

  and sales benchmarking experience. Strong managerial experience including team building

  customer relations

  policy and procedure development

  hiring and conflict resolution. Proven ability to handle the high pressure situations Proven expertise in coaching and developing associates

  providing direction as it pertains to order process

  expediting

  credits

  returns

  customer service and sales.

  Maureen

  Sherwin-Williams

  Sherwin Williams

  Imperial Home Decor Group

  Lorain County Community College

  The Wine Room

  Philips

  Cleveland

  OH

  Customer Service Specialist - Responsible for the day to day handling of all product related requests and inquiries in support of Martin-Senour and Pratt & Lambert product lines

  in relation to small business owners. Responsible for the investigation and timely resolution of complaints from these customers. Productivity

  service quality of communication and quality of information were key role responsibilities to ensure that Sherwin Williams was promoted to consumers and customers as the vendor of choice.

  Customer Service Specialist

  Sherwin Williams

  Avon

  OH

  Owner and creator of Avon’s leading wine and specialty beer store. Developed concept

  managed build

  and merchandising layout of store. Coordinate relations with over 20 vendors on a weekly basis. Coordinate weekly wine tastings. Supervise store employees; handle accounts receivables and payables and management of The Wine Room’s website.

  Owner

  The Wine Room

  Ann Arbor

  MI

  Developed sales strategies and plans to support existing sales and create new business opportunities for six product lines. Served as a customer liaison with all facets of company

  i.e. manufacturing

  engineering

  finance and quality. Continuously improving relationships between customers and the internal organization.

  Sales Engineer

  Philips

  Cleveland

  Ohio

  United States

  Sales Operations Specialist

  Sherwin-Williams

  Elyria

  OH

  Guest Professor - BADM 261 - Entrepreneurship - An in-depth examination of the many facets of starting and managing a small business with an emphasis on the entrepreneurial skills necessary to be successful.

  Guest Professor

  Lorain County Community College

  Beachwood

  OH

  Responsibilities included managing the flow of order processing

  expediting returns

  credits and the EDI process for the day to day operations of a 75+ employee inbound call center.\nCoordinated merger of Canadian office into North American office

  realizing a savings of $1.25 million annually. Key participant in implementing IVR system and upgrade of website for IHDG. Responsible for Training Department and implemented module based training sessions. Organized and managed newly formed Inside Sales Department. Developed and implemented Marketing programs to develop new business and growing existing territories by 20%. Responsible for implementing Customer Survey and implementing corrective action plan. Improving visibility of department to internal and external customer bases.

  Manager

  Call Center Operations - U.S.

  Imperial Home Decor Group