Keith Wilson

*** ****** *******

Lake Mary, Florida 32746

Phone: 407-***-**** (cell) 407-***-**** (home)

Email: acejqy@r.postjobfree.com

Linkedin URL - http://www.linkedin.com/pub/keith-wilson/47/313/665/

Objective To continue my development as a Sales Manager within a

professional environment, employing the skills I have

attained through the many years of employment in a

leadership role, training and monitoring associates and co-

workers.

Education

1989 - 1991 Seminole Community College (Associates Degree)

1991 - 1993 Florida State University - Social Science

Work Experience

03/98 - 12/13 Sears Home Improvement Products (15 years 9 months 4

titles during this time listed below)

National Appointment Center, Longwood, FL (Customer Service / Call

Center)

As the Assistant and Regional/Sales Service Manager with Sears Home

Improvement, I was given the opportunity to hone my sales skills and

share my knowledge with sales associates. Within this structured

environment I was accountable to numerous General Managers for meeting

departmental goals. I supervised dozens of Assistant and Team Managers and

was responsible for overseeing their performance. I was successful in

meeting our goals every year through a combination of innovative

motivational techniques and intensive training.

09/02 - 12/13 Sears Regional Manager / Sales Service Manager-

Appointment Center

. Managed from 1-8 Assistant Managers/Team Managers (Teams of 15-30

frontline assoc.)

. oversaw daily activities with each Assistant and Team Managers to

manage their frontline

associates and ensure their performance

is meeting company expectations on a daily/weekly

basis.

. Developed working relationships with 67 District General Managers,

eight Area General

Managers and four Regional VP Sales

Managers.

. Ensured that the marketing investment throughout the country was

being appropriately addressed by the sales team, covering all

territories where the company is does business.

. Addressed sales and APC issues while maintaining a good working

relationship with both marketing and sales teams and all other

departments.

. Compiled reports to monitor performance metrics.

. Introduced checks and balances to ensure call quality. Listened to

associates' calls for accuracy and offered feedback, advice and

when necessary additional training.

. Worked with other departments to ensure proper workflow throughout

the entire process.

. Conducted training on new telephone and computer technologies

in the call center.

ACCOMPLISHMENTS

- Won Trip and Star SHIP awards given to top performer in 2004 and

2005.

- Received 2006 Mid Year Leader Award for Build and Align teams.

- Maintained a high retention rate for sales associates during my

tenure.

10/99 - 09/02 Sears Assistant Manager - Appointment Center

. Managed a region within the Appointment Center comprised of ten

markets and between 35-40 sales associates.

. Developed a relationship with one Regional and ten Metro Sales

Managers.

. Dealt with the Sales/APC issues while maintaining a good

relationship with both sides.

. Familiarized myself with FTC telemarketing regulations and

"Safe Harbor" requirement for collecting and maintaining dropped-

call reports.

ACCOMPLISHMENTS

- Won SHIP Trip Award in 2001 as top performer in region.

03/99 - 10/99 Sears Supervisor - Telecenter

. Trained, managed and monitored a team of 20-25 sales associates.

. Maintained performance goals and provided feedback to associates

when necessary.

03/98 - 03/99 Sears Trainer - Telecenter

. Developed training and refresher classes for frontline associates.

. Assessed the performance of sales associates using key

performance indicators such as average call times, missed

calls and customer call-backs. Identified trends and

suggested remedial training for individual employees in

order to improve performance.

10/93 - 12/96 Sprint Telecenters, Maitland, FL

Customer Service Rep and Supervisor

. Assisted with opening a new call center in east Orlando.

. Trained new staff on all products, processes and

procedures.

. Established goals and monitored performance of staff.

. Handled customer inquiries and worked on the dialer

telemarketing system.

ACCOMPLISHMENTS

- Won Above and Beyond Call of Duty Award, May 96, for

managing night shift.

Special Skills Microsoft Outlook, Word, Excel, Power Point, Mapping

Systems, Empower and various Cisco applications including

Call Stats, Productive, Preview and Manual.

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