Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jeannie R Copley

Longs,SC

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

31
31
years of professional experience

Work History

Phone Sales Representative - Remote

RUI- Frontier Communications
Longs, South Carolina
09.2024 - Current
  • Kept track of daily sales performance against targets set by management.
  • Conducted follow-up calls with existing clients to cross-sell new products.
  • Upsold additional products or services when applicable during phone calls.
  • Utilized a consultative sales approach to identify customer's wants and needs, then recommended products accordingly.
  • Attended training sessions as required by management for continuing education purposes.
  • Offered advice on how to use the product effectively for maximum benefit.
  • Maintained up-to-date knowledge of all products and services available through the company.
  • Adhered to all company policies, procedures and regulations regarding telephone etiquette.
  • Adhered to company policies and procedures while handling customer inquiries.
  • Provided accurate pricing information on products or services requested by customers.
  • Developed relationships with customers in order to increase sales opportunities.
  • Identified customer needs and offered appropriate solutions to meet those needs.
  • Answered incoming calls from potential customers, provided product information and answered questions.
  • Handled inbound telephone calls from interested customers.
  • Documented sales call data in company software.
  • Collaborated with new customers to give details about company offerings.

Executive Administrative Assistant

Wesgate Resorts
Myrtle Beach, SC
12.2023 - 07.2024
  • Manage and optimize timekeeping system resulting in improved accuracy and efficiency.
  • Collaborate with hiring managers to streamline the interview process, improving overall efficiency and candidate experience.
  • Assist with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
  • Manage office supplies inventory and placed orders when necessary.
  • Organize and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Conduct research on various topics as requested by management.
  • Develop and maintained filing systems for confidential documents and records.
  • Enter data into spreadsheets using Microsoft Excel or other similar programs.

Welcome Desk/Tour Desk Supervisor

Enjoi Resorts
Myrtle Beach, SC
06.2023 - 11.2023
  • Receive incoming calls and coordinated with staff to fulfill customer requests.
  • Manage customer complaints and rectified issues to complete satisfaction.
  • Mentor new staff on correct procedures, compliance requirements and performance strategies.
  • Manage tasks and responsibilities for front office employees when the team was understaffed.
  • Provide administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Maintain important files, running reports and delivering updates on occupancy and revenue.
  • Host office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
  • Create and optimized employee schedules for shift coverage.
  • Supervise input of Guest tours sent in by our Field marketing team.

Compliance/Quality Assurance Officer

Enjoi Resorts
Myrtle Beach, SC
01.2023 - 06.2023
  • Provide technical assistance, support, and advice to owners regarding the product and services associated with ownership.
  • Lead the customer follow-up process by acquiring any vital (missing/incomplete) documentation or funds as needed to close transactions.
  • Follow up with Corporate Contracts regarding all client paperwork and support sales in owner contract fulfillment and communication.
  • Handle pending contracts, contracts in suspense and aging reports to achieve retention/compliance targets.
  • Responsible for the accuracy of contracts at the time of signing to further the progress of the sale.
  • Effectively and professionally represent the company in telephone and in-person communications with members, owners, and guests.
  • Research issues and implemented quality assurance plans to correct problems.
  • Identify problematic areas deviated from quality standards and recommended corrective actions.
  • Supervise front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Mentor new staff on correct procedures, compliance requirements and performance strategies.
  • Welcome large volume of guests and improved overall customer service.
  • Collaborate with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Facilitate effective communication among staff through organized office meetings.

Contracts Specialist

Hilton Grand Vacations
Myrtle Beach, SC
11.2022 - 01.2023
  • Prepare and generate contracts and related closing documents accurately and in a timely manner
  • Verify data entry through company software and program systems reviewing documents
  • Process and handle rescission/cancellation, as needed
  • Acquire credit card authorizations and retrieve credit reports for all sales, if applicable
  • Work on developing my contracts knowledge for all contract-type transactions
  • Complete opening and closing checklists
  • Work closely and maintain a professional relationship with Quality Assurance department to acquire necessary documentation to complete contract files in a timely manner
  • Review files after clients signs to assure accuracy with underwriting guidelines and title requirements
  • Verify all pertinent information on submitted worksheet is accurate for contracts processing

Call Center Supervisor

Enjoi Resorts
Myrtle Beach, SC
04.2022 - 10.2022
  • Deliver constructive call process feedback.
  • Facilitate individual coaching sessions with CSRs to realign productivity goals.
  • Ensure that extraordinary efforts are being taken at all levels to deliver excellence in every aspect of the marketing program.
  • Guarantee proper operation of the marketing program through effective management, excellence in personnel leadership, accurate and timely communications with Customers, Employees and Management.
  • Train employees to increase their level of customer service and sales skills on an ongoing basis
  • Responsible for ensuring that Customer quality meets or always exceeds company expectations.
  • Responsible for maintaining and improving the program’s productivity levels
  • Ensure required labor are always met
  • Assist manager with interviewing, hiring, training, and the termination process.
  • Responsible for phone solicitation throughout the day to ensure team’s quota is achieved

Welcome Center/Data Entry Supervisor

Bluegreen Vacations
Myrtle Beach, SC
04.2019 - 04.2022
  • Train, manage and schedule Welcome Center staff in areas of booking OPC tours, check-in, manifest and reservations.
  • Organize effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Assist Field Admin in ensuring data integrity by ensuring employees are entering data correctly and auditing on a daily basis.
  • Ensure all Welcome Center premiums are tracked and kept secure at all times.
  • Act as liaison to assist Vice President of Sales when necessary to aid with closing the timeshare sale.
  • Work closely with VP of Sales to ensure customer satisfaction.
  • Check-in clients, manifest tours, conduct ticket sales, and perform other basic Welcome Center duties as needed.
  • Define and document office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Establish positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Set clear expectations and help employees pursue optimal paths for achieving each target.
  • Cross-train staff members, resulting in increased office efficiency.
  • Assess team member performances, delivering one-on-one coaching to promote better service.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigate sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assess team member performances by delivering one-on-one coaching to promote better service.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluate employee job performance and motivated staff to improve productivity.
  • Drove positive customer satisfaction levels by providing successful training to associates.

Welcome Center Representative

Bluegreen Vacations
Myrtle Beach, SC
04.2017 - 04.2019
  • Greet incoming visitors and answer telephone calls to provide speedy and knowledgeable assistance.
  • Provide guests with directions, operational hours and transportation options to reach desired locations.
  • Arrange special accommodations for guests to maintain optimal satisfaction
  • Explain and point out property details to patrons, including dining areas, pool, spa and fitness center.
  • Welcome patrons to front desk and engage in friendly conversations while conducting check-in process.
  • Manage customer complaints and rectified issues to complete satisfaction.
  • Educate patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Answer phones, respond to customer inquiries and transfer calls to appropriate staff members.

Office Manager

Turner's Auto Glass
Little River, SC
04.2012 - 01.2017
  • Improve profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Improve customer satisfaction by finding creative solutions to problems.
  • Work closely with team members to deliver project requirements, develop workable solutions and meet deadlines.
  • Oversee all day-to-day office operations, such as receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Confer with business leaders to evaluate needs and strategize operational improvements to boost productivity.
  • Manage all aspects of data management for CRM programs and proprietary database.
  • Owner recognition for providing exceptional customer service.

Chiropractic Assistant/Office Manager

TROXELL CHIROPRACTIC
N. Myrtle Beach, SC
06.2009 - 04.2012
  • Work closely with personal injury attorneys and paralegals on behalf of the practice to verify treatment progress and negotiate payment.
  • Responsible for opening/closing the office and nightly back-up.
  • Maintain accounts receivable, accounts payable and accounts collections.
  • Administer therapy utilizing electro-therapy (stem), properly place hot and cold packs for maximum results.
  • Responsible for nutritional supplement sales to new and current patients as well as education regarding nutrition.
  • Organize, schedule and participate in special events, meetings and new patient orientation classes.
  • Maintain inventory and order supplies for office, doctor and massage therapist.
  • Verify, post and file insurance claims.

Owner Operator

DAZZLE RESIDENTIAL AND COMMERCIAL CLEANING
Little River, SC
06.1994 - 05.2009
  • Develop and maintain prospect and client database.
  • Develop new accounts primarily through cold call marketing.
  • Design and implement custom maintenance programs.
  • Manage daily field operations.
  • Manage cost, overhead and all aspects affecting the profitable performance of the company.
  • Manage and maintain all necessary stock.
  • Access relevant training needs of staff individuals.
  • Plan, develop and implement staff training.
  • Design equipment distribution logistics plan.

Education

Associate of Arts - Business

LC College
OHIO
1986

Skills

  • Staff training
  • Interview potential employees
  • Personnel recruitment
  • Team building
  • Policies implementation
  • Contract analysis
  • Relationships and rapport
  • Contract amendments
  • Verbal and written communication
  • Marketing
  • Sales
  • Strategy
  • Supervision
  • Critical thinking and problem solving
  • Teamwork and collaboration
  • Professionalism and strong work ethic
  • Leadership
  • Cross-functional collaboration
  • Schedule coordination
  • Employee evaluations
  • Staff Training
  • Corrective Actions
  • Payroll Administration and Timekeeping
  • Kronos timekeeping
  • Data Entry
  • Recordkeeping
  • Microsoft Word
  • Conflict Resolution
  • Multitasking
  • Active Listening
  • Customer Service
  • Product knowledge
  • Upselling techniques
  • Sales tracking
  • Customer service
  • Effective communication
  • Script memorization
  • Follow-up calls
  • Product sales
  • Upselling and cross selling

References

Professional and Personal References Available Upon Request

Timeline

Phone Sales Representative - Remote

RUI- Frontier Communications
09.2024 - Current

Executive Administrative Assistant

Wesgate Resorts
12.2023 - 07.2024

Welcome Desk/Tour Desk Supervisor

Enjoi Resorts
06.2023 - 11.2023

Compliance/Quality Assurance Officer

Enjoi Resorts
01.2023 - 06.2023

Contracts Specialist

Hilton Grand Vacations
11.2022 - 01.2023

Call Center Supervisor

Enjoi Resorts
04.2022 - 10.2022

Welcome Center/Data Entry Supervisor

Bluegreen Vacations
04.2019 - 04.2022

Welcome Center Representative

Bluegreen Vacations
04.2017 - 04.2019

Office Manager

Turner's Auto Glass
04.2012 - 01.2017

Chiropractic Assistant/Office Manager

TROXELL CHIROPRACTIC
06.2009 - 04.2012

Owner Operator

DAZZLE RESIDENTIAL AND COMMERCIAL CLEANING
06.1994 - 05.2009

Associate of Arts - Business

LC College

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