Summary
Overview
Work History
Education
Skills
Timeline
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Trina Treiber

Spokane Valley,Washington

Summary

Goal oriented, Customer Service Sales Manager with a diverse background in management, content creation and training. I am highly organized and strive to employ effective methods of coaching to increase sales and retain customers while providing excellent customer service.

Overview

22
22
years of professional experience

Work History

Sales Manager - Inbound

Pitney Bowes Inc.
03.2022 - Current
  • Led a team of inbound sales professionals, ensuring consistent achievement of sales targets and high customer satisfaction.
  • Handled complex customer escalations, resolving issues efficiently while maintaining positive customer relationships.
  • Monitored sales calls for quality assurance, providing actionable feedback to drive performance improvement.
  • Delivered targeted training and coaching, enhancing team knowledge of sales techniques and internal processes.
  • Communicated effectively with team members, setting clear expectations and fostering a collaborative work environment.

Supply Line Client Support Manager

Pitney Bowes Inc.
04.2015 - 02.2022
  • Manage a team of 15 agent with a combination of inbound/outbound phone lines, case management, off phone escalation and supply surveys.
  • Work with customers to resolve escalated issues to improve customer service and NSAT scores.
  • Create job aides and delivered training for Inbound Supply Sales and Client Support Representatives.
  • Proficient knowledge of products and services that Pitney Bowes offers.

Quality Assurance Manager/Trainer

Faneuil Inc. Washington Benefit Exchange
05.2013 - 02.2015
  • Contributed to the successful implementation of the startup and continued growth of the Washington Healthplanfinder Customer Support Center.
  • Created and delivered the Training Curriculum for the Washington Healthplanfinder Customer Support Center.
  • Fully responsible for creating the Quality Assurance program by communicating with the client and operations team.
  • Created legal scripting and process to ensure the CSR’s are following HIPAA.
  • Ensure the Quality department is implementing the clients’ quality assurance best practices to overall drive client and customer satisfaction.

Client Relations Training Specialist

Pitney Bowes Inc.
04.2004 - 02.2013
  • Escalation specialist, working Office of the President complaints and surveys
  • Worked with management to ensure appropriate changes were made to improve processes.
  • Created specific training programs to help employees maintain and improve their job skills.
  • Successfully trained staff on how to improve sales and customer interactions, assisted with the development of the call center's operations, quality and training processes.
  • Created training curriculum and trained staff at initial employment as well as roll outs of new products and services to increase sales.
  • Monitored associates for call quality and coached to ensure company standards are being met.

Education

Associate of Arts - Business Management

University of Phoenix
Spokane Valley, WA
01.2013

Skills

  • Content Creation
  • Training Delivery
  • Quality Assurance Monitoring
  • Customer Experience/Satisfaction
  • Performance Improvement
  • High Customer Service Standards
  • Conflict Resolution
  • Trouble Shooting Skills
  • Problem Resolution
  • Customer Relations/Retention
  • Proficient in Microsoft Office
  • Leadership/Communication Skills

Timeline

Sales Manager - Inbound

Pitney Bowes Inc.
03.2022 - Current

Supply Line Client Support Manager

Pitney Bowes Inc.
04.2015 - 02.2022

Quality Assurance Manager/Trainer

Faneuil Inc. Washington Benefit Exchange
05.2013 - 02.2015

Client Relations Training Specialist

Pitney Bowes Inc.
04.2004 - 02.2013

Associate of Arts - Business Management

University of Phoenix

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