1ANGELA K.

O’CONNOR
2408 N. 49th St.
Des Moines, IA 50310
Cell: 480/277-3183 AKOConnor2008@gmail.com

PROFILE
An articulate, upbeat and results-driven Customer Service professional that offers efficient and quality
service to ensure total customer satisfaction with strong professional skills in training/sales.
Noted for exceptional leadership, self-motivation, independent judgment and polished communication
skills, consistently exceeding performance goals and service standards with proven ability to:
 listen carefully to anticipate / determine customer needs.
 employ patience and diplomacy to build customer rapport.
 provide exceptional service to cultivate customer loyalty.
 identify and resolve customer problems / concerns.
 promote cooperation in a teamwork environment.
 represent the highest standards of professionalism.

EXPERIENCE
ARIZONA OFFICE TECHNOLOGIES Phoenix, Arizona
Director of Field Service Training 2007 - 2008
IKON OFFICE SOLUTIONS Tempe, Arizona
Product Trainer 1990 - 2006
Delivered tailored training to customers within assigned territory, building loyal customer relationships
and customer satisfaction while maximizing profit margins on maintenance agreements.
 Coordinated training sessions to accommodate customers and build product enthusiasm, adapting
training and presentation methods to meet specific group needs and learning styles.
 Set individual objectives, planned and developed the curriculum and created a training calendar /
spreadsheet to monitor and track training appointments for greatest efficiency.
 Introduced new products, presenting high-impact demonstrations in collaboration with the sales
team in order to stimulate interest, build brand awareness and close sales.
 Selected to train new IKON trainers emphasizing service excellence and contributing to continuous
improvement in operational productivity, quality standards and continued business growth.
 Served as team leader for IKON water volleyball league team, recruiting members, coordinating
practices and working with league promoters to maintain high participation.
 Earned 1992 President’s Club Award as the IKON Support Person of the Year.

McCARTHY CONSTRUCTION Phoenix, Arizona

The Phoenician Golf & Tennis Resort Project
Project Coordinator Prior
 Assistant to Project Manager and Jobsite Engineers.
 Managed Payroll, Personnel files and Osha Safety Reports, trained Administrative Staff.

EDUCATION
Marketing Curriculum, Drake University, Des Moines, Iowa
Business and Communications Program, American Institute of Business, Des Moines, Iowa
PROFESSIONAL DEVELOPMENT
Core I & 2 Sales Training, IKON
Xerox Train the Trainer & Online Sales / Product Training