Dion Banks

Dion Banks

Customer Service Manager Professional

Work History

Work History
Apr 2010 - Present

Senior Admissions Representative

ITT Technical Institute
  •   Operated within the highest ethical standards and integrity in all aspects of the position
  • Heavy outbound phone prospecting to company-provided and self- generated leads
  • Conducted telephone interviews to screen initial questions from potential student applicants
  • Maintained a high level of production activity, conversion rates and start rates
  • Establish students' qualifications for admission, admission’s process and follow up with candidates through the    enrollment completion process up to and including active attendance, and graduation.
  • Acted as a liaison between the student and various school departments to arrange student finance processing and document submittal.
  • Quoted prices, terms, and conditionsconcerning programs, quality, capacity and other educational particulars
  • Carefully assess all prospective students to ensure that they have student potential, traits, characteristics, and financial funding to stay-the-course and remain enrolled until graduation.
  • Solicit referrals from prospective candidates to provide a positive flow of student applicants
Jun 2009 - Oct 2009

Educational Recruiter

Cardean Learning Group/Ellis University

Operated within the highest ethical standards and integrity in all aspects of the position

  • Heavy outbound phone prospecting to company-provided and self- generated leads
  • Conducted telephone interviews to screen initial questions from potential student applicants
  • Maintained a high level of production activity, conversion rates and start rates
  • Establish students' qualifications for admission, admission’s process and follow up with candidates through the    enrollment completion process up to and including active attendance, and graduation.
  • Acted as a liaison between the student and various school departments to arrange student finance processing and document submittal.
  • Quoted prices, terms, and conditionsconcerning programs, quality, capacity and other educational particulars
  • Carefully assess all prospective students to ensure that they have student potential, traits, characteristics, and financial funding to stay-the-course and remain enrolled until graduation.
  • Solicit referrals from prospective candidates to provide a positive flow of student applicants
Aug 2003 - Dec 2008

Customer Service Manager

American Greenwood
  • Manager position duties included recruiting, training, and supervising 12 customer service representatives, three order entry representatives , and  three schedulers. Monitoring call center, and work flow.  Fostered an environment in which high levels of service and employees are motivated to deliver top performance. Managed all retail, domestic, and international executive accounts. In addition, oversaw special projects such as outsourcing, various reports, custom quotes, conventions, and shows.
  • Routine input on new products, yearly catalog, and promotional media. Developed, service, and quality standards for sales, marketing, graphic arts and production departments.
  • Reduced credit memo’s by 25%, benchmarking a record-setting improvement in customer retention due to the success of employee-development and morale-building programs.
  • 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.
  • Responsible for implementation of pre-set special pricing for customers, allowing order entry to focus on entry instead of double-checking pricing. Resulting in 20% more orders entered daily.
  • Developed “new customer” campaign that included incentives, such as; a free set-up coupon with your first order or a shipping incentive that included half off the freight for local orders. Increasing sales by 30% percent.
Sep 1996 - Aug 2003

Customer Service Manager

Option Products/Punchline
  • Manager position duties included recruiting, training, and supervising 12 customer service representatives, three order entry representatives , and  three schedulers. Monitoring call center, and work flow.  Fostered an environment in which high levels of service and employees are motivated to deliver top performance. Managed all retail, domestic, and international executive accounts. In addition, oversaw special projects such as outsourcing, various reports, custom quotes, conventions, and shows.
  • Routine input on new products, yearly catalog, and promotional media. Developed, service, and quality standards for sales, marketing, graphic arts and production departments.
  • Reduced credit memo’s by 25%, benchmarking a record-setting improvement in customer retention due to the success of employee-development and morale-building programs.
  • 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.
  • Responsible for implementation of pre-set special pricing for customers, allowing order entry to focus on entry instead of double-checking pricing. Resulting in 20% more orders entered daily.
  • Developed “new customer” campaign that included incentives, such as; a free set-up coupon with your first order or a shipping incentive that included half off the freight for local orders. Increasing sales by 30% percent.

Education

Education

Skills

Skills

Expertise

  Customer Service Management Complaint Handling & Resolution Thinking Outside the Box High Productivity Customer Satisfaction Enhancement Results and Profit Driven Team Building and Training College and University Admissions Process Interviewing Potential Students for Enrollment Successful Enrollment of Students Metrics Multi-tasking  

Quick Study

General office Equipment

Powerpoint Presentations

Organization

Communication

Objective

  • To consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of under performing operations.
  • Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and company operations policies.

Interest

  • Family
  • Education
  • Traveling
  • Fashion
  • New Adventures