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Mercedes Ortega-Bonser 1652 Erie Court Effort PA, 18330 H(570) 688-1118 -0387

C(570) 801

SUMMARY: Sales and Customer Service professional with over 20 years experience. Winner's Circle Award winning manager, who exceeded in all metrics. EXPERIENCE: T-MOBILE USA INC. April 1999 - Present Retail Store Manager-Easton, Stroudsburg PA (2000 - Present) Supervise 8 sales reps and 1 assistant manager in the daily process of selling w ireless telephone service, equipment and accessories. Maintain inventory, marketing displays and daily cash reporting. Developed outreach programs within the community and established business relati onships to enhance our corporate profile. Managed 4 locations in Washington DC, Maryland, Virginia and now Pennsylvania. Developed sales locations at The DC Navy Yard, Patuxent Naval Air Station and An napolis MD. Mentored and developed 7 store managers and 5 assistant managers. Attained 106% to 116% over quota in activations and revenue sales consistently throughout my career. Attended The Winner's Circle Awards Conventions twice! Received the coveted Director's award for the highest audit score in the Washing ton DC area. Sales Manager - Bethlehem, PA (1999 - 2000) Call Center Sales Manager that developed the outbound program for nationwide exp ansion along with scripts for sales representatives to use during outbound calli ng. Hired over 100 exceedingly qualified supervisors and reps to successfully se ll telephone service, equipment and accessories throughout the Northeast Region. Achieved record sales - 110-124% above quota while the company was merging from Omnipoint to Voicestream. RCN Corporation 1997 -1999 Call Center Manager of Operations - Dallas, PA Managed inbound / outbound call center with 7 Supervisors and 100 Sales Represen tatives. Sold cable, local and long distance telephone services as well as Inter net services. Assisted in developing training programs and scripts for the sales representativ es. Exceeded all corporate expectations by growing the sales staff from 45 to 100. Achieved sales and service goals and added over 500,000 customers in New York Ci ty alone! Bell Atlantic / Verizon 1989 - 1997 Consultant / Business Office Project - San Juan, PR Designed 7 call centers for Puerto Rico Telephone Co. Projected staffing requirements, system design and location availability. Helped restructure the new wireless company known as "Celurares". Trained representatives and managers on how to develop the sales staff.

Mercedes Ortega-Bonser Page 2 Sales and Service Center Assistant Manager - Stroudsburg, PA Supervised all daily operations for sales and service with 12 direct reports. P erformed observations and coached the customer service representatives on how to deliver excellent service to our customers. Handled interventions, legal issue s and mediation with labor unions. Managed ACD call director to determine staf fing requirements. Achieved a very short wait time for the customer and short c all duration. Computer Operations Specialist Freehold, NJ Oversaw Unisys, IBM and other data system equipment. Ran Programs and background software for company systems. Customer Service Representative New York City, NY and Clark, NJ Call center for incoming calls answering customer's inquiries about their servic e issues and telephone bill discrepancies. Achieved an Outstanding rating every year and exceeded all quotas for number of calls answered and issues resolved. EDUCATION Fashion Institute of Technology - Merchandising / Marketing Courses Bronx Community College - Business Major Cornell University - Labor Law East Stroudsburg University - Business Major