Dion Banks

Dion Banks

Objective

Accomplished, and dedicated professional, skilled in results driven customer service, sales, marketing, and administration.  Seeking a management position that will meet your business objectives and maximize your bottom line. 

Summary

  • Expertise in call center management, project management, sales, increased production, policy, and compliance documentation.
  • Outstanding interpersonal and organizational skills coupled with effective and persuasive oral, and written communication.  In addition, posses the ability to handle multiple tasks, and work well under pressure.
  • Creative problem solver, able to, think outside the box. Results oriented, result and profit driven.  Overall team player and cheerleader who works well with others or alone.
  • Consistently achieve record high customer satisfaction rankings, improvement to the bottom line, and turn-a-round of under performing operations.
  • Respected builder and leader, proven know-how of instilling enthusiasm and recognized as key driver of attaining company goals.  
  • Computer Literate in Microsoft Office Windows XP, Mas90, Advertising Specialty Industry (ASI) software, Iris, Smart forms.

Skills

Skills

Proficiencies

 Customer Service/Relations   Reduced credit memo’s  by 25% , adding to the firm's bottom-line   Elevated customer satisfaction index from 86% to 92% within two years Ensured the swift resolution of customer issues to preserve customer loyalty while complying with   company policies  Personnel Management/Training and Development Recruitment, Hiring, and Training Fostered an environment in which high levels of service and employees are motivated to deliver top performance. Implemented employee-development and morale-building programs resulting in improvements in customer retention. Managed staff of 13-20 Operations Management   Developed service and quality standards for sales, marketing, graphic arts, and production departments. Implemented business strategies that increased earnings by 23% Project manager for outsourcing services for data entry department; included managing, all aspects of implementation.  Sales/Promotions   Developed “new customer” campaigns that included incentives, such as a free set-up coupon, or shipping incentives, which helped to increased sales by 30%. Implemented pre-set special pricing for special price customers, allowing order entry to focus on entry instead of double-checking pricing. Resulted in 20% more orders entered daily. Managed all retail accounts, domestic, and international executive accounts            

Work History

Work History
Apr 2010 - Present

Senior Representative

ITT Technical Institute

 RESPONSIBILITIES

  • Recruit prospective students, conducting face-to-face interviews, telephone interviews, and e-mail correspondence to determine educational needs, concerns, and interests, explaining benefits and objective of programs offered.
  • Responsible for facilitating orientation and registration day activities
  • Closely assist and mentor students through the admissions process
  • Activelygenerated personal developed leads and referrals
  • Participate in school retention efforts maintaining productive contact with his/her active students through graduation.
  • Actively participate in special recruiting promotional activities such as orientation and open house
  • Metrics goals and objectives
Jun 2009 - Oct 2009

Educational Recruiter

Cardean Learning Group/Ellis University Online

 RESPONSIBILITIES

  • Conducted interviews to evaluate the needs, interests and qualifications while providing clear and concise information to prospective students in order to make informed decisions to attend school.  Presented information regarding programs and tuition in a factual and ethical manner.
  • Consistently achieved the expected metric goals and objectives as defined for Admissions for Enrollments, Starts, Conversion Rates, Show Rates, Schedule/Queue Adherence, Script Adherence, Compliance, Standards and Product/Program Knowledge.
  • Professionally assists prospective students through the admissions process in accordance with all applicable federal and state regulations, school policies and procedures, and in compliance with all accrediting standards and requirements.  
  • The major components of the process being the setting of the appointment, interviewing the student, facilitating and processing the enrollment, setting the proper expectations, providing information about and facilitating attendance at new student orientation, and the start of class 
  • Consistently operated effectively by way of Collaboration and Teamwork, Execution, Communication, Student-Centered, Integrity, Drive, Adaptability and Change Management, and Decision Making.
  • Partnered with departments outside of Admissions including Financial Aid, the Registrar, Academics and Career Services to ensure the delivery of a high level of service to every student.
Aug 2003 - Jun 2008

Customer Service Manager

American Greenwood
 RESPONSIBILITIES
  • Hired, trained, and managed customer service department, order entry department, and the scheduling department. Monitored call center and work flow. Fostered an environment in which high levels of service and employees were motivated to deliver top performance.
  • Managed retail, domestic, and international executive accounts, in addition to special projects; outsourcing, various reports, custom quotes, conventions, and shows.
  • Managed information of new products, yearly catalogs, and promotional media. Developed, service, and quality standards for customer service, sales, marketing, graphic arts and production departments.
Sep 1996 - Aug 2003

Customer Service Manager

Option Products

 RESPONSIBILITIES

  • Hired, trained, and managed customer service department, order entry department, and the scheduling department. Monitored call center and work flow. Fostered an environment in which high levels of service and employees were motivated to deliver top performance.
  • Managed retail, domestic, and international executive accounts, in addition to special projects; outsourcing, various reports, custom quotes, conventions, and shows.
  • Managed information of new products, yearly catalogs, and promotional media. Developed, service, and quality standards for customer service, sales, marketing, graphic arts and production departments.

** Option Products was acquired by American Greenwood in 2003 **    

Education

Education