Deanna Bowker
Spring Hill,TN
Summary
Versatile and highly competent sales management professional possessing more than 15 years of experience in directing business development initiatives and in administrative duties. Hands-on experience in charting out sales & marketing strategies and contributing towards enhancing business volumes & growth and achieving profitability norms. Proficient at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business retention. Possesses solid management skills and the ability to analyze issues, devise continuous process improvements and incorporate initiatives to increase efficiency, streamline operations and decrease overall expenses with minimal resources.
Overview
17
17
years of professional experience
Work History
Owner/Pet Sitter/Dog Walker
The Golden Leash, LLC
04.2015 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed pet safety and wellness in owners' absence by securing yard gates and removing items that could make pets sick.
- Provided daily physical exercise, mental stimulation, and socialization to keep pets healthy and ward off unwanted behavior.
- Fed, walked, and cared for dogs during owners' absences and out-of-town trips.
- Secured dog collars and tags before starting walks to guarantee identification in emergencies.
- Made owners comfortable with care by following instructions and meeting dog needs.
- Provided dog with water for adequate hydration on longer walks.
- Improved overall pet happiness by creating a stimulating environment during walks that encouraged exploration and playtime.
- Ensured safety of pets during walks by adhering to leash laws and monitoring for potential hazards.
- Developed personalized walking routes for each pet to maximize enjoyment and cater to individual preferences.
- Monitored weather conditions before walks to avoid dangerous temperatures for dogs.
- Maintained professional relationships with clients, providing exceptional customer service at all times.
- Safeguarded client homes while picking up or dropping off pets, ensuring doors were locked upon departure.
- Assisted in reducing separation anxiety in pets by offering consistent companionship during owner absences.
- Conducted initial consultations with new clients to assess pet needs and preferences.
- Fostered strong relationships with pets by understanding and catering to individual behavioral cues.
- Developed personalized exercise plans for pets based on their age, breed, and health conditions.
- Managed financial transactions and record-keeping for all client accounts.
- Negotiated and set competitive rates for services, optimizing profitability.
- Streamlined communication with pet owners to understand and meet their specific requirements.
- Tailored walk routes to stimulate pets mentally and physically.
- Followed pet care instructions for dietary needs and medication regimens.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
- Reduced client anxiety regarding pet separation during vacations or work-related travel by providing regular photo updates showcasing animals'' well-being and happiness.
- Gave medication to pets following guidelines from owners.
- Enhanced client satisfaction by providing personalized pet care services tailored to individual needs.
- Supported positive behavior reinforcement training methods during walks or playtime sessions for better pet obedience outcomes.
- Delivered exceptional customer service by responding promptly to inquiries, addressing concerns, and resolving issues quickly.
- Increased client retention rate through excellent communication skills and genuine love for animals.
- Handled emergency situations calmly and effectively by communicating with veterinarians or pet owners immediately when necessary.
- Administered medications as needed under veterinarian guidance, maintaining the health of pets in my care.
- Managed scheduling, invoicing, and record-keeping tasks efficiently to streamline operations and enhance professionalism.
- Provided structured exercise routines for pets, contributing to their physical health and mental stimulation.
- Adapted care plans on fly in response to pets' changing needs or unexpected situations, ensuring flexibility and responsiveness.
- Facilitated socialization for pets by arranging playdates with other animals, enhancing their social skills.
- Assisted in emergency situations by quickly assessing pet's condition and seeking veterinary care when necessary.
- Coordinated with veterinarians to follow up on pets' health concerns, acting as liaison between pet owners and medical professionals.
- Implemented safety protocols during walks and outings, safeguarding pets from potential hazards.
- Tailored pet care strategies to accommodate special needs or dietary restrictions, ensuring their comfort and health.
- Administered medication to pets as prescribed, ensuring their health and wellbeing.
- Resolved behavioral issues with targeted interventions, improving pets' adaptability and owners' satisfaction.
- Enhanced pets' emotional wellbeing by providing companionship and affection, reducing anxiety during their owners' absence.
- Enhanced pet owners' peace of mind by providing daily updates and photos of their pets during their absence.
- Maintained cleanliness and safety of pets' living environments, preventing accidents and promoting healthy atmosphere.
- Cleaned up after dogs and properly disposed of waste to keep community clean and free of potential hazards.
- Provided dogs with exercise and fresh air to promote dog health.
Call Center Coordinator
SA IT Services
12.2015 - 06.2016
- Managed Microsoft contracts and computer equipment refresh projects by scheduling IT technicians for clients in Canada and the United States.
- Improved customer satisfaction by efficiently resolving inquiries and addressing concerns promptly.
- Maintained accurate records of customer interactions, enabling better tracking of issues and resolutions.
- Collaborated with IT department to troubleshoot technical issues, ensuring minimal downtime for call center operations.
- Addressed escalated calls from customers professionally and efficiently with their subsequent complaints resolved effectively.
- Increased first-call resolution rates through effective problem-solving techniques and comprehensive product knowledge training.
Office Manager
Arrow Exterminators
12.2013 - 06.2015
- Company Overview: 1400 team members with 87 service centers across Alabama, Arizona, Florida, Georgia, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee and Texas
- Responsible for spearheading a team of 3 Administrative Professionals and 1 Sales Associate
- Accountable for scheduling pest control & termite control for 20 service professionals by zip codes covering Atlanta area
- Actively involved in coordinating and scheduling a team of 20 pest control technicians in conjunction with customer needs and expectations
- Daily deposit and driving revenue, ensuring all income is recorded and communicated to various stakeholders
- Contacting customers and collecting all past due amounts on delinquent accounts
- Inbound sales relating to residential pest control, focusing on providing the appropriate service for the client, upselling when possible
- Inputting as well as balancing the daily deposit in Pest Pac and PNC Bank; sending revenue figures to the Branch Manager and Senior Vice President of the South Atlanta Region
- Hiring & training all administrative staff by creating PowerPoint and Modules online
- Held accountable for collecting money for 90+ delinquent accounts and sending customers to collection agencies; deftly collected 70% over the phone on past due accounts and 20% by sending collection letters to customer’s homes
- Essayed a crucial role in licensing to sell integrated pest management over the phone viz
- Pest control, ant control, flea control, tick control, and cockroach control
- Managing a budget of $1,000.00 each month
- Preparing excel spreadsheets for the termite renewal coordinators every month to schedule annual termite inspections by exporting data lists from a pest control software website – PestPac; also entered employee sales budgets and branch budgets into the same
- Ordering all marketing and office supplies for the branch
- Handling Federal & State Postings; maintained OSHA & EEOC records
- Obtaining residential pest control license
- Significant contributions towards ramping up pest control sales by meeting 120% of the budget each month
- Successfully improved communication with administrative staff by providing daily office meetings to go over training opportunities and answered & resolved their questions / concerns
- Contributions towards attaining 7% goal for the branch in terms of revenue budget each month
- 1400 team members with 87 service centers across Alabama, Arizona, Florida, Georgia, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee and Texas
Customer Care Specialist
Arrow Exterminators
10.2012 - 11.2013
- Accountable for scheduling annual termite inspections with customers over the phone or by email and pest control appointments for service professionals
- Significantly inputted and balanced the daily deposit in PestPac and PNC Bank
- Sold integrated pest management over the phone to potential customers
- Handled inbound & outbound leads in PestPac Software
- Generated termite control leads for our home evaluators
- Inputted all termite and pest control jobs
- Collected current up to 60+ past due balances over the phone
- Mailed collection letters and filed all service agreements
- Documented all activities in PestPac software and on appropriate reporting forms
- Shouldered responsibility as Customer Care Specialist; sold integrated pest control for the month with total budget of 28,000; successful in selling $32,000 for the month of September; overachieved as per budget expectations
- Adjudged as Top Collector over the phone; collected over $2,000-$3,000 a day
Sales/ Test Center Administrator
Advanced Technology Group
03.2009 - 09.2011
- Company Overview: Advanced Technology Group is a test center for many IT certifications and is known for IT training classes and boot camps
- Responsible for handling outbound & inbound sales of all vouchers as well as various training classes, thereby matching each customer with the appropriate product and/or service
- Dexterously tracked leads and customers by leveraging a custom CRM application
- Efficiently coordinated the invoicing of large sales made with the customer and accounting
- Oversaw all email marketing efforts, promoting any product nearing expiration or exceeding inventory limits
- Generated all sales leads for the training department; exceeded expectations on generating leads for the training sales department by 25% on average
- Advanced Technology Group is a test center for many IT certifications and is known for IT training classes and boot camps
Administrative Assistant
Worthmoore Realty
03.2008 - 03.2009
Education
Bachelor of Science - Psychology
Kennesaw State University
01.2012
Skills
- Sales Operations
- Administration
- Business Development
- Growth Initiatives
- Revenue Expansion
- Market Intelligence
- Coordination & Liaison
- Collections – Delinquent Accounts Management
- Budgeting
- Promotional Activities
- Inbound & Outbound Leads
- Multitasking in Fast-paced Environments
- Highly Organized & Strong Analytical Abilities
- Articulate Oral & Written Communication
- Quick Problem Resolution & Decision Making
- Client Relationship Management
- Team Building
- Training & Development
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Client Service
- Administrative Oversight
- Customer Service
- Decision-Making
- Customer Service Management
- Effective leader
- Scheduling
- Goal Setting
- Administrative Management
- Sales Tracking
- Data Management
Accomplishments
- Holds the distinction of collecting money for 90+ delinquent accounts and sending customers to collection agencies; increased the pest control sales by meeting 120% of the budget each month
- Functioned as Customer Care Specialist; successfully sold integrated pest control for the month with total budget of 28,000 at Arrow Exterminators
- Championed in generating all sales leads for the training department; also exceeded expectations on generating leads for the training sales department by 25% on average at Advanced Technology Group
Timeline
Call Center Coordinator
SA IT Services
12.2015 - 06.2016
Owner/Pet Sitter/Dog Walker
The Golden Leash, LLC
04.2015 - Current
Office Manager
Arrow Exterminators
12.2013 - 06.2015
Customer Care Specialist
Arrow Exterminators
10.2012 - 11.2013
Sales/ Test Center Administrator
Advanced Technology Group
03.2009 - 09.2011
Administrative Assistant
Worthmoore Realty
03.2008 - 03.2009
Bachelor of Science - Psychology
Kennesaw State University
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