Jean Eder Augustamar
Aurora,CO
Summary
I will provide your company with an experienced, hard working, valuable and professional team member.
Overview
20
20
years of professional experience
Work History
Sales/Retention Mgr.
Johnson Controls
01.2020 - Current
- Adhere to current Johnson Controls policies, procedures, products, programs and services.
- Manage all retention activities within an assigned service agreement customer base of $3M-$3.5M.
- Responsible for retention, customer satisfaction and growth within the customer base.
- Deliver increased sales against an assigned quota.
- Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an intimate knowledge of each account key decision makers, equipment, service contract, history.
- Interface effectively with district operations to deliver and improve service delivery.
- Determine customer needs and develop sales strategies to meet those objectives.
- Report progress and metrics to operation and corporate teams on a weekly and monthly basis.
Sales/Retention Mgr.
Johnson Controls
01.2020 - Current
- Adhere to current Johnson Controls policies, procedures, products, programs and services.
- Manage all retention activities within an assigned service agreement customer base of $3M-$3.5M.
- Responsible for retention, customer satisfaction and growth within the customer base.
- Deliver increased sales against an assigned quota.
- Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an intimate knowledge of each account key decision makers, equipment, service contract, history.
- Interface effectively with district operations to deliver and improve service delivery.
- Determine customer needs and develop sales strategies to meet those objectives.
- Report progress and metrics to operation and corporate teams on a weekly and monthly basis.
Call Center Rep (HealthCare)
Wakefield
Aurora, CO
12.2018 - 12.2019
- Assist in resolving consumer accounts by answering healthcare service questions; suggesting options for account resolution.
- Maintain consumer records by updating account information.
- Resolve accounts by clarifying consumer concerns.
- Identifying and explaining the best available option to solve the problem; expedite corrections or adjustments; follow up to ensure complete resolution.
- Process consumer payments appropriately.
- Contributes to team effort by working assigned tasks.
- Reason for Leaving: Seeking better benefits & compensation
Call Center Rep (HealthCare)
Wakefield
Aurora, CO
12.2018 - 12.2019
- Assist in resolving consumer accounts by answering healthcare service questions; suggesting options for account resolution.
- Maintain consumer records by updating account information.
- Resolve accounts by clarifying consumer concerns.
- Identifying and explaining the best available option to solve the problem; expedite corrections or adjustments; follow up to ensure complete resolution.
- Process consumer payments appropriately.
- Contributes to team effort by working assigned tasks.
- Reason for Leaving: Seeking better benefits & compensation
Field Support Representative
ADT Security Services
Aurora, CO
03.2018 - 07.2018
- Responsible for providing excellent customer service and driving customer loyalty, quality and overall satisfaction by servicing, programming, configuring, dismantling, reconstructing, converting, and troubleshooting existing security and site automation solutions including, but not limited to, fire and carbon monoxide detection, networking, hosted video solutions, and access control.
- Reason for leaving: Due to Scheduling conflict/ No Flexible schedule available.
Field Support Representative
ADT Security Services
Aurora, CO
03.2018 - 07.2018
- Responsible for providing excellent customer service and driving customer loyalty, quality and overall satisfaction by servicing, programming, configuring, dismantling, reconstructing, converting, and troubleshooting existing security and site automation solutions including, but not limited to, fire and carbon monoxide detection, networking, hosted video solutions, and access control.
- Reason for leaving: Due to Scheduling conflict/ No Flexible schedule available.
High Touch CSR
Staples Advantage
Aurora, CO
09.2016 - 03.2018
- Primarily be focused on continuing the shared success of facilities penetration with the current existing book of business.
- Will continue to nurture customer loyalty by partnering with the Inside Account Management team and the Facilities Team.
- Learning the facilities industry through education and development with Customer Care, Products, Solutions, Distribution, Sourcing and Technical Training.
- Work directly with B2B Account Manager team to support and pursue opportunities to drive further customer category penetration via telephone as needed.
- Contribute to the development of solutions and proposals for transactional facilities opportunities.
- Focus on customer support and the following activities: Assist with Target growth in assigned accounts.
- Assist in product related questions.
- Assist with installation related questions.
- Work in a team selling environment to collaboratively participate in strategic account planning meetings as needed.
- Develop selling skills of qualifying, strategizing, sales call tactics, closing, and maintaining service levels.
- Learn the primary Staples operating platforms.
- Ad Hoc Support - includes requests, manager and leadership team for account and departmental initiatives.
- Service Level adherence to all key tasks including, pricing, communication and follow-up.
- Reason for leaving: Lack of opportunity/no room for advancement.
High Touch CSR
Staples Advantage
Aurora, CO
09.2016 - 03.2018
- Primarily be focused on continuing the shared success of facilities penetration with the current existing book of business.
- Will continue to nurture customer loyalty by partnering with the Inside Account Management team and the Facilities Team.
- Learning the facilities industry through education and development with Customer Care, Products, Solutions, Distribution, Sourcing and Technical Training.
- Work directly with B2B Account Manager team to support and pursue opportunities to drive further customer category penetration via telephone as needed.
- Contribute to the development of solutions and proposals for transactional facilities opportunities.
- Focus on customer support and the following activities: Assist with Target growth in assigned accounts.
- Assist in product related questions.
- Assist with installation related questions.
- Work in a team selling environment to collaboratively participate in strategic account planning meetings as needed.
- Develop selling skills of qualifying, strategizing, sales call tactics, closing, and maintaining service levels.
- Learn the primary Staples operating platforms.
- Ad Hoc Support - includes requests, manager and leadership team for account and departmental initiatives.
- Service Level adherence to all key tasks including, pricing, communication and follow-up.
- Reason for leaving: Lack of opportunity/no room for advancement.
Sales & Retention Csr
Biotrust Nutrition
Golden, CO
05.2015 - 02.2016
- Handling inbound customer service calls regarding placing orders, handling returns and refunds and escalated customer service issues.
- Coaching our clients on health and fitness and answering questions on the phone, through email and on social media web sites.
- Engage in customer retention efforts.
- Upsell customers to complimentary products and services offered by BioTrust.
- Reason for leaving: Personal reasons.
Sales & Retention Csr
Biotrust Nutrition
Golden, CO
05.2015 - 02.2016
- Handling inbound customer service calls regarding placing orders, handling returns and refunds and escalated customer service issues.
- Coaching our clients on health and fitness and answering questions on the phone, through email and on social media web sites.
- Engage in customer retention efforts.
- Upsell customers to complimentary products and services offered by BioTrust.
- Reason for leaving: Personal reasons.
Fraud Analyst
Intellisource/Verizon
Highlands Ranch, CO
10.2014 - 05.2015
- Heavy mix of customer service & research/analysis of customer accounts.
- Take inbound calls as well as reach out to customers to make them aware of suspicious activity involved with their services technically inclined, and investigate different situations like identity theft and phone cloning.
- Reason for leaving: Company decided to close down an entire department.
Fraud Analyst
Intellisource/Verizon
Highlands Ranch, CO
10.2014 - 05.2015
- Heavy mix of customer service & research/analysis of customer accounts.
- Take inbound calls as well as reach out to customers to make them aware of suspicious activity involved with their services technically inclined, and investigate different situations like identity theft and phone cloning.
- Reason for leaving: Company decided to close down an entire department.
Student Information Assistant
Corinthian Colleges Inc.
Thornton, CO
09.2013 - 07.2014
- Responsible for handling inbound and/or outbound contacts from prospective students that are interested in learning more about our schools and programs.
- In taking inbound calls, I'm the first point of contact, leading the caller through a non-scripted conversation about which program they are interested in, gathering contact information, and encouraging them to continue the enrollment process.
- Reason for leaving: Board of education closure.
Student Information Assistant
Corinthian Colleges Inc.
Thornton, CO
09.2013 - 07.2014
- Responsible for handling inbound and/or outbound contacts from prospective students that are interested in learning more about our schools and programs.
- In taking inbound calls, I'm the first point of contact, leading the caller through a non-scripted conversation about which program they are interested in, gathering contact information, and encouraging them to continue the enrollment process.
- Reason for leaving: Board of education closure.
Account Executive
Comcast
Englewood, CO
08.2011 - 03.2012
- Maintained relationships and favorable contacts with current and potential accounts, resolved customer issues/problems.
- Trouble ticket resolution, analysis, and resource allocation planning in support of E9-1-1 database and switch provisioning.
- Partners with multiple workgroups to coordinate daily activities to ensure customer service commitments are met.
- Exercise sound judgment and act responsibly in the customer s best interest.
Account Executive
Comcast
Englewood, CO
08.2011 - 03.2012
- Maintained relationships and favorable contacts with current and potential accounts, resolved customer issues/problems.
- Trouble ticket resolution, analysis, and resource allocation planning in support of E9-1-1 database and switch provisioning.
- Partners with multiple workgroups to coordinate daily activities to ensure customer service commitments are met.
- Exercise sound judgment and act responsibly in the customer s best interest.
CSR
ADT Security Services
Aurora, CO
08.2007 - 08.2011
- Work within a fast paced inbound/outbound call center environment.
- Oversee all alarm processing and customer service issues for the special operations group.
- Receive incoming alarm signals and respond using information provided on instruction screens.
- Place necessary outgoing calls to verify alarms, dispatch proper authorities and notify responsible parties.
- Record information and forward to the proper department for processing.
- Reason for leaving: Accepted position with Comcast for an opportunity to further develop my skills.
CSR
ADT Security Services
Aurora, CO
08.2007 - 08.2011
- Work within a fast paced inbound/outbound call center environment.
- Oversee all alarm processing and customer service issues for the special operations group.
- Receive incoming alarm signals and respond using information provided on instruction screens.
- Place necessary outgoing calls to verify alarms, dispatch proper authorities and notify responsible parties.
- Record information and forward to the proper department for processing.
- Reason for leaving: Accepted position with Comcast for an opportunity to further develop my skills.
Ramp Agent
Continental Airlines
Denver, CO
01.2007 - 06.2007
- Expedite and route movement of incoming and outgoing cargo and freight shipments in airline terminals, and shipping docks.
- Take orders from customers and arrange pickup of freight and cargo for delivery to loading platform.
- Prepare and examine bills of lading to determine shipping charges and tariffs.
- Reason for leaving: Accepted position with ADT working 2nd shift to accommodate school schedule.
Ramp Agent
Continental Airlines
Denver, CO
01.2007 - 06.2007
- Expedite and route movement of incoming and outgoing cargo and freight shipments in airline terminals, and shipping docks.
- Take orders from customers and arrange pickup of freight and cargo for delivery to loading platform.
- Prepare and examine bills of lading to determine shipping charges and tariffs.
- Reason for leaving: Accepted position with ADT working 2nd shift to accommodate school schedule.
Checker CSR
Safeway
Aurora, CO
06.2005 - 12.2006
- Responsible in operating the cash register, computers, payment processing equipment and scanners in the store, as well as itemize and total the purchases made by customers.
- Outside of ringing up customers' items, was trained to assist the store with receiving, ordering and stocking grocery products, as well as maintaining the overall cleanliness of the physical property.
- Reason for leaving: Accepted full time position with Continental Airlines.
Checker CSR
Safeway
Aurora, CO
06.2005 - 12.2006
- Responsible in operating the cash register, computers, payment processing equipment and scanners in the store, as well as itemize and total the purchases made by customers.
- Outside of ringing up customers' items, was trained to assist the store with receiving, ordering and stocking grocery products, as well as maintaining the overall cleanliness of the physical property.
- Reason for leaving: Accepted full time position with Continental Airlines.
Education
Bachelor of Science - Business Administration (C++, SQL and JAVA)
Colorado Technical University
01.2012
Skills
- Retention marketing
- Email marketing campaigns
- Employee motivation
- Industry trends awareness
- Upselling strategies
- Customer satisfaction measurement
- Customer retention strategies
- Key performance indicators
- Customer segmentation
- Cross-selling techniques
- Salesforce experience
- Social media monitoring
- CRM software proficiency
- Customer lifetime value
- Human resources operations
- Innovation management
- Team building
- Training and mentoring
- Microsoft office proficiency
- Leadership development
- Employee onboarding
- Recruitment and hiring
- Employee relations
- Benefits and compensation management
- Staff management
- Microsoft office and docusign
- Training development
- Policy enforcement
Timeline
Sales/Retention Mgr.
Johnson Controls
01.2020 - Current
Sales/Retention Mgr.
Johnson Controls
01.2020 - Current
Call Center Rep (HealthCare)
Wakefield
12.2018 - 12.2019
Call Center Rep (HealthCare)
Wakefield
12.2018 - 12.2019
Field Support Representative
ADT Security Services
03.2018 - 07.2018
Field Support Representative
ADT Security Services
03.2018 - 07.2018
High Touch CSR
Staples Advantage
09.2016 - 03.2018
High Touch CSR
Staples Advantage
09.2016 - 03.2018
Sales & Retention Csr
Biotrust Nutrition
05.2015 - 02.2016
Sales & Retention Csr
Biotrust Nutrition
05.2015 - 02.2016
Fraud Analyst
Intellisource/Verizon
10.2014 - 05.2015
Fraud Analyst
Intellisource/Verizon
10.2014 - 05.2015
Student Information Assistant
Corinthian Colleges Inc.
09.2013 - 07.2014
Student Information Assistant
Corinthian Colleges Inc.
09.2013 - 07.2014
Account Executive
Comcast
08.2011 - 03.2012
Account Executive
Comcast
08.2011 - 03.2012
CSR
ADT Security Services
08.2007 - 08.2011
CSR
ADT Security Services
08.2007 - 08.2011
Ramp Agent
Continental Airlines
01.2007 - 06.2007
Ramp Agent
Continental Airlines
01.2007 - 06.2007
Checker CSR
Safeway
06.2005 - 12.2006
Checker CSR
Safeway
06.2005 - 12.2006
Bachelor of Science - Business Administration (C++, SQL and JAVA)
Colorado Technical University