Summary
Overview
Work History
Education
Skills
Trainingspecialist - Skills
Timeline
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CINDY ECKELS

Tucson,AZ

Summary

Focused Sales Trainer offering advanced knowledge of sales team development and mentorship illustrated over 28 years of superior Customer Service industry performance. Organized and attentive to detail with aptitude for training document creation and program management.

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Overview

28
28
years of professional experience

Work History

Manager, Sales and Customer Support

American Airlines
05.1991 - 01.2019
  • Provided coaching and mentoring to employees
  • Established and maintained quality control standards
  • Facilitated virtual, in-person and blended learning sessions
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 95%
  • Managed recruitment, training and development for highly effective sales team
  • Developed and led group training courses to align with corporate sales and service goals
  • Analyzed and evaluated training effectiveness and program outcomes
  • Participated in team projects, demonstrating ability to work collaboratively and effectively
  • Excellent communication skills, both verbal and written
  • Accomplished multiple tasks within established timeframes
  • Managed and motivated employees to be productive and engaged in work.

Customer Service Retention

America Online
03.2010 - 08.2011
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Managed over 50 customer call representative per day, and increased sales by 15%
  • Developed new strategies for customer retention activities
  • Adhered to appropriate legal scripting when required
  • Met customer call guidelines for service levels, handle time and productivity
  • Cross-trained and provided backup support for organizational leadership.

Education

Associate of Business Administration: Tourism And Travel Management -

Pima Community College
Tucson, AZ
01.2016

High School Diploma - undefined

Santa Rita High School
Tucson, AZ
01.1982

Skills

  • Sales Presentations
  • Staff recruitment
  • Brand representation
  • Cold-calling

Trainingspecialist - Skills

  • Customer Satisfaction
  • Coaching and Development
  • Training Team Members
  • Performance Improvement
  • Online Training
  • Sales Goals
  • Business Operations Expertise
  • Lead Simulations
  • Sales Team Development
  • Critical Thinking
  • Online Marketing Strategies
  • Complex Problem-Solving
  • Agent Coordination
  • Product Launching
  • Database Systems
  • Personalized Customer Service

Timeline

Customer Service Retention

America Online
03.2010 - 08.2011

Manager, Sales and Customer Support

American Airlines
05.1991 - 01.2019

High School Diploma - undefined

Santa Rita High School

Associate of Business Administration: Tourism And Travel Management -

Pima Community College

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CINDY ECKELS