Create and Implement QA processes.
Develop and implement new guidelines for process improvement.
Responsible for obtaining, creating and updating accounts.
Monitor Live and Recorded calls for quality assurance.
Build relationships with prospected and current customer accounts.
Assist sales reps and customer order questions via phone or email.
Create RGA’s to process return and exchanges.
Account Maintenance- Ensuring customer information is up to date at all times.
Create credits and rebills to expedite reconciliation of accounts.
Prepare orders for invoicing.
Follow up with applicable departments for any approvals.
Handle Customer/Employee Complaints

Assistant Sales Store Manager | Sprint 05/2015– 5/2016
Assisted Store Manager to increase store revenue by 15%.
Business to Business Account Management
Retain Business Accounts and Prospect for new Business Accounts.
Responsible for setting up business events and accounts, to drive revenue.
Motivated and held sales team accountable to exceed key performance and objectives.
Provided employees constant feedback and coaching to improve individual and store performance.
Worked with store manager to strategize and execute against monthly quotas for sales team.
Managed a team of 9 employees.
Assisted team members in closing deals.

Lead Retail Sales Consultant | Sprint 01/2014- 05/2015
Pinnacle Award Winner, Top quantile in every metric nationally in 4th quarter.
Responsible for supervising a team of employees.
Exceeded monthly quotas for new activation and accessory sales by 20%.
Upsell current and new customers on devices and accessories.
Responsible for opening and closing duties.
Created daily excel report of device insurance attachment.
Prospected for sales opportunities from local businesses.

Club Manager | 24 Hour Fitness 02/2013- 01/2014
Recruited, interviewed, hired and trained staff.
Responsible for setting up business events and accounts, to drive revenue.
Overlooked a staff of 25 employees.
Reviewed KPI’s monthly, to strategize a game plan to exceed club performance month over month.
Built relationships with local business to set up events and business corporate accounts.
Executed against monthly budget with specified revenue, expenses, profit and employee headcount.
Provided consisted accountability for leadership team through training. Performance reviews and planning sessions.
Increased club revenue by 20% within first 2 months.
Created monthly reports to present to district manager of key misses or areas with room for improvement.

Membership Sales Manager| 24 Hour Fitness 7/2012- 02/2013
Managed a membership sales team of 5 employees.
Coached, trained and developed membership counselors.
Prospected businesses to set up corporate accounts.
Attended on-sites at local business to promote fitness at the workplace.
Assisted Club Manager to reach/exceed monthly sales goals.
Increased revenue from 65% to 100% within my first month.
Set daily/monthly expectations for membership counselors.
Upsell current members on membership upgrades and personal training.
Made at least 100 calls per shift to set up appointments with potential members.
Consistently exceeded monthly sales goals and objectives.
Responsible for creating weekly reports for sales, leads and appointments made per employee.
Lead generation management.

Assistant Membership Sales Manager| 24 Hour Fitness 02/2011- 7/2012
Assisted the membership manager with daily responsibilities.
Coached, trained and developed membership counselors.
Assisted club manager and membership manager to exceed monthly goals.
Resolved any managerial issues that arise with guest and members.
Upsell current members with club upgrades and personal training.
Set daily expectations for membership counselors.
Made at least 100 calls per shift to set appointments with potential members.
Consistently exceeded monthly sales goals and objectives.
Lead generation management.

Membership Counselor| 24 Hour Fitness 08/2010- 02/2011
Upsell current members with club upgrades and personal training.
Educated and sold memberships to potential members.
Educated and sold personal training to members.
Made at least 100 calls per shift to set appointments with potential members.
Lead generation management.

Transportation Security Officer| Transportation Security Administration 03/2008- 08/2010
Physically searched passenger property for prohibited items.
Operated x-ray machine to screen passenger bags.
Monitored walk-through metal detector.
Screened passengers by way of pat down/handheld metal detector.

education
Fullerton College Police Academy 10/2009

Technical Skills
Microsoft Office (Excel, Power Point, Word, Outlook, SharePoint), Salesforce, Global Management Systems Software.