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The tipping point
by Malcolm Gladwell

Jo-Ann Fair CEIP, CPRW

Location
bayonne, NJ (US)
Work Category
Professional Services
Interests
Business partnerships, Job opportunities, References, Ways to stay in touch
Birthday
Mar 5th
Email
Currently working on...
"Never hug someone tomorrow you could hug today." My brother had a stoke, going to the VA hospital to visit him. Workshop is tomorrow for resume and cover letter writing. Guess what's more important?

About Me

I am the Owner and Operator of The Fair Recruitment Agency LLC. This business was started by me, Jo-Ann Fair as a result of changing careers after retiring from Verizon Communications in 2007. After working for the same company for 27 years, 4 months and 9 days, I voluntarily took my pension and decided to make a career change. I have a Bachelor's Degree in Business Administration from Colorado Technical University, and I am currently obtaining my Master's Degree in Business Administration with a Human Resource focus. I am also a member of the NJ State Chamber of Commerce, The New Jersey Staffing Association, The Better Business Bureau, and the Professional Association of Résumé Writers and Career Coaches (PARWCC) with a Certification in Employment Interviewing and Résumé Writing. So, I think I have something to say!

I have over 27 years of experience in sales, training and customer service. Some of the positions I held before I became an entrepreneur are Sales and Training Manager, Sales Support Specialist, Quality Service Specialist, Training Specialist, Customer Service Specialist and Sales Consultant for Verizon Communications, all of which I have landed from being interviewed. My work experience speaks for itself and I feel I possess an exceptional work background. I've delivered results in several areas that include moving a team to performance, individual coaching and developing of management as well as non-management, sales, and delivering training workshops. I can recognize talent when I see it!

Today's employer must realize the only thing that will keep their company competitive is the talent that lies within their workforce, not the products and services they sell because they can be easily duplicated. Talent is harder to duplicate, your human resources.

With the new President Barack Obama now in office, one of the biggest initiatives he will take on is getting America back to work! The Fair Recruitment Agency wants to be in alignment with the President's wishes because of our firm belief in focusing on quality not quantity. That means matching the right person to the right position, not merely filling a vacancy. Only then can all of us get this economy going again! That's why our slogan is, "Getting America Back to Work, It's Only Fair! Visit us at http://fairrecruitmentagency.com

Work Experience

  • Nov 2008 - present
    bayonne, NJ (US)
    Owner
    The Fair Recruitment Agency LLC
    Created a database of over 1000 executive and non-executive candidates in an effort to match the right candidate to the right position saving time and money for hiring employers, improving efficiency and productivity.

    Developed and created award-winning résumés increasing the confidence level and enhancing the marketability of job seeking candidates in landing job interviews that lead to job offers.

    Volunteered the company’s résumé writing and interviewing expertise to facilitate a free all-day workshop for the New York State Youth and Community Development Program, The Ladders for Leaders. Similar workshops were done for the Jersey City Public Library, Weehawken Public Library and the Bayonne Public Library.

    Provided an attractive company website that is organized and user friendly, serving as a one-stop shopping place for employers and job seekers in career planning.
  • Feb 2006 - Nov 2007
    new york, NY (US)
    Sales and Training Team Leader
    Verizon Communications
    Increased revenues 11% within the first 30 days of the sales and training manager role.

    Ensured maximum effectiveness of the customer service experience by coaching, developing, scheduling and training of all call center employees including management staff of 4 Team Leaders and Call Center Manager.

    Researched new training techniques and suggested enhancements to existing customer service sales and training programs that lead to sustained revenue growth and new customer acquisition.


  • Oct 2003 - Jan 2006
    new york, NY (US)
    Sales Support Specialist
    Verizon Communications
    Prepared reports, charts, and other statistics to support and direct the management sales team to peak performance in achieving organizational goals.

    Provided on-going feedback to Team Leaders and Call Center Manager to assist in the creation of performance improvement goals and the creation of Sales Progress Plans to move their teams to higher levels of performance.

  • Feb 2003 - Sep 2003
    teaneck, NJ (US)
    Quality Service Analyst
    Verizon Communications
    Screened incoming calls of a call center of 100 sales representatives daily to ensure quality, customer service, and adherence to the policies and procedures of the organization outlined by the government regulatory bodies of the Public Utilities Commission (PUC) and the Federal Communications Commission (FCC).

    Provided feedback to the management team including Call Center Manager to assist in the creation of quality standards, performance improvement goals and the development of training programs to reinforce compliance rules and programs.

    Tracked non-compliance situations and reported findings to management team to ensure proper actions were taken and employee feedback was given to improve performance.

    Received recognition as a finalist in the Verizon Excellence Award for accomplishments as a team in raising the bar of excellence and setting new standards by exceeding customer expectations in service-“WOW” management.


  • Sep 1999 - Jan 2003
    south plainfield, NJ (US)
    Training Specialist
    Verizon Communications
    Trained direct reports that were new hires in a four-month training program that enabled successful performance of duties for sales and service representatives in an inbound call center of up to 100 employees.

    Developed and implemented training programs.

    Researched new training techniques, wrote training material and suggested enhancements to existing customer service-training programs.

    Successfully trained over 270 new and existing sales representatives.

    Provided coaching and skills transfer techniques to Team Leaders to enhance sales, coaching and development skills.



  • Jul 1996 - Aug 1999
    totowa, NJ (US)
    Customer Service Specialist
    Verizon Communications
    Used personal judgment and customer service expertise to resolve all escalated internal and external customer service contacts/complaints in an inbound sales and service call center of 60 associates.

    Provided coaching and feedback to associates on meeting customer requirements by applying concepts that optimize team effectiveness.

    Acted as a liaison between the customer and the interdepartmental staff who were not trained in customer contacts. Identified opportunities for making process improvements, and routed findings and recommendations to the appropriate management team.

    Represented the company in court when legal claims are filed on service accounts from external customers. Met or exceeded deadlines that satisfy customer requirements and needs promptly, accurately and pleasantly, realizing that some customers may be irate.

  • Jul 1980 - Jun 1996
    jersey city, NJ (US)
    Sales and Service Consultant
    Verizon Communications
    Recognized as the leading sales representative for the Northeast District for outstanding sales performance.

    Received incentive awards for sales and customer service performance on a monthly basis.

    Recognized as a subject matter expert by peers and office management.

    Placed orders for new telephone service, transferring telephone service as well as billing inquiries, and collections on past-due accounts using speed phone.

    Facilitated unit meetings to communicate enhancements in products and services and solicit ideas on ways to streamline processes and procedures.

Education

  • 2008 - present
    Master's - Human Resources
    Colorado Technical University
  • 2005 - 2006
    Bachelor's - Business Administration
    Colorado Technical University Online
  • 1994 - 1996
    Associate's - Business Administration
    Penn Foster College
  • 1972 - 1977
    Other - Nursing
    Seton Hall University School of Nursing
    Completed credits in Geriatric, Pediatric and Obstetric Nursing.

Courses & Certifications

Certified Employment Interview Professional
Certified Professional Résumé Writer
Certificate of Completion on US Small Business Administration "Helping Small Businesses Succeed" online course
Received certificates of excellence in the following courses:
Business Fundamentals, Basics of Accounting and Finance, Business in the Global Environment, Human Resource Development, Project Planning, Sales and Marketing and Management Essentials.