Jacquelyn Denise Alford 948 Paxford Place, Mansfield, Ohio 44906‐2911,
Home: (419)525‐4789, www.beyond.com/13384535; [Send email using form at
bottom] 
PROFILE SUMMARY 
Six Sigma ~ Administrative Assistant ~ Customer Service Professional 
Results driven professional, energized by challenge, with Sales and Customer
Service experience. Effective negotiator/analytical problem solver. Areas of
interest: accounting, finance and manufacturing. 
AREAS OF EXPERTISE 
• High level of service under pressure / Handle difficult situations with
professionalism 
• Communication / Presentation / Employee-relations 
• High volume incoming calls / Managing customer relations / Customer retention
• Knowledge of organizational buying behavior 
• Proper phone etiquette / Problem resolution 
• Promoting and selling services or products 
• Support for inside sales management 
EMPLOYMENT 
Held various summer and part‐time positions to assist with college
expenses. Positions include: Waitress, Childcare, Retail Salesperson, Caregiver,
Cashier, Petsitting. 2002 ‐ present 
RELEVANT PROFESSIONAL EXPERIENCE 
Customer Service Telesales Representative 
• Respond to phone calls from potential customers solicited through
advertisements. 
• Handle customer inquiries and explain products, services, and prices. 
• Maintain relationships with prospects, gathering key information to assist in
the sales process. 
• Adjust sales scripts to better target the specific needs and interests of
prospective customers. 
• Deliver sales talks from prepared scripts to persuade potential customers to
purchase products or services. 
• Allocate leads to salespeople in a timely manner and aid follow up efforts. 
• Telephone customers to follow up on initial sales contacts. 
• Write letters in response to customer correspondence. 
• Assist in generating sales leads and appointments. 
• Obtain/examine relevant information. Assess validity of complaints,
determining causes. 
• Verify/follow up, ensuring appropriate changes are made, resolving customer
problems. 
• Referred unresolved customer grievances to designated departments for further
assistance. 
PROFESSIONAL WORK EXPERIENCE 
Aerotek Staffing / Bisk Education, Inside Education Sales $30,000 Annual Salary
+ Bonus Tampa, Florida 2006‐2008 
Volt Staffing / Raytheon, Customer Service Representative $24,000 Annual Salary
Tampa, Florida 2005‐2006 
Special Data Processing, Tele‐Sales Representative $18,000 Annual Salary +
Commission Clearwater, Florida 2002‐2005 
Bartech Group, Tele‐Sales Representative $16,000 Annual Salary Largo,
Florida 2003‐2003 
EDUCATION/PROFESSIONAL DEVELOPMENT 
Lean Six Sigma Villanova University Online – Philadelphia, Pennsylvania ‐
Certification 2008; GPA: 2.9 
Coursework includes: Project Management, Project Implementation, Negotiation,
and Value Stream Mapping. 
Finance and Accounting Villanova University Online ‐ Philadelphia,
Pennsylvania ‐ Certification 2008; GPA: 3.7 
Coursework includes: Cost Accounting Systems, Working Capitol Management,
Financial Reporting, and Credit Decision. Completed 100 Organizational Leadership
Continuing Education hours. 
Licensures: Telemarketing License ‐ Florida State Department of
Agriculture ‐ St Petersburg, Florida 
SIX SIGMA EXPERIENCE 
Six Sigma Class Project 2007 Determining Customers and Their Needs. An
in‐depth group project culminating in a presentation of research findings
and a collection of data and interpretations. Member; Lean Enterprise Institute.
ACCOUNTING EXPERIENCE 
Accounting Class Project 2008 Learned discounted cash flow valuation and
computing income taxes for business entities. 
ACTIVITIES 
Inner‐City Food Pantry Program, SPCA, Salvation Army Community Services,
United Way, Special Olympics, Go Red. 
SKILLS 
Technical: Word/Excel, Microsoft Publishing/Microsoft Office Suite. Web/internet
literate. 
INTERESTS 
Tennis, Pottery, Ballet, Synchronized Swimming, Climbing. 
Portfolio and references available at www.beyond.com/13384535