Thomas B. Malone

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

Lawrenceville, GA 30046

Mobile: 404-***-****

Email acpgkx@r.postjobfree.com

PROFFESIONAL SUMMARY

Motivated team player with strong selling skills seeking a

position that challenges my ability to work well under

pressure to achieve organizational goals.

WORK HISTORY

Present Consumer Consultant, Kids II

. Communicate with consumers by phone and email in a

professional, courteous, and patient manner.

. Respond to voice mail and electronic mail messages within

designated time-frame.

. Display a thorough knowledge of Kids II brands and

products.

. Display ability to troubleshoot and respond to consumer

inquiries regarding all Kids II products

. Enter consumer contacts in a detailed manner to include

complete information on the consumer, product, incident,

etc. And seek resolution.

. Follow company guidelines in assisting consumers with

warranty support in providing check reimbursements,

replacement parts, and replacement products.

. Assist with recall handling as available.

. Attend scheduled departmental and company meetings in

obtaining/sharing information related to the department and

the company.

Sept 2011-July 2012 Consumer Advocate, Lexis Nexis

. Ensure that projects are delivered on time, within scope

and within budget parameters.

. Manage external reviews through forecasts (setting

expectations) and weekly daily status meetings with

management and SMEs to ensure critical dates are met.

. Facilitate lessons learned review sessions to evaluate

project results.

. Educate customers on product and service related

information and offerings.

. Manage customer inquiries not immediately resolved in an

effort to achieve first call resolution.

. Notify department heads during weekly staff meetings on

trends in customer call activity.

. Access customer's needs and upsell financial business

solutions products or services to meet the needs of the

consumer.

May 2010-Aug2011 Energy Consultant, Randstad Convergent Outsourcing

. Primary contact for any billing and technical related

issues.

. Prepared and maintained project plans, communication plans

and coordinated the efforts of all business groups during

all aspects of the creation processes for organizational

structure / improvements.

. During the initial stages, responsibilities included

managing the project scope, which involved defining the

corporation's organizational structure and department

responsibilities, as well as identifying stakeholders.

. Responsible for setting the expectations for each team via

bi-weekly conference calls to ensure timelines were met and

resources were being allocated properly within budgetary

guidelines.

. Maintained an issues log to track its effects on critical

paths within the project which, in turn, helped to initiate

process improvements.

Dec 2006-Feb2010 Business Sales Development/Sales Operations, SDH & Company

. Responsible for producing qualified sales opportunities for

Senior Sales Representatives.

. Worked proactively with the Marketing Dept. to ensure sales

prospects were properly screened to determine if they met

minimum qualification standards.

. Successfully displayed the ability to get to the root cause

of an issue during the development process and identified

alternatives to satisfy both the development group and the

end users.

. Responsible for timely and accurate communication of

status, both within and outside the project; including risk

assessment information.

. Built a strong pipeline of sales opportunities for

Corporate Sales Representatives to deliver on sales target.

. Met and exceeded monthly, quarterly and annual qualified

sales/opportunities targets.

. Conducted UAT testing and assisted in the development of

Salesforce.com database to house sales leads/prospects.

During this stage, responsibilities were to test the

functionality of the database and advise system programmers

of any unusual findings. Also responsible for validating

data to ensure data integrity for the database.

. Managed and maintained all prospecting activity data in

Salesforce.com database.

Mar 2002-Nov 2006 Senior Sales Consultant, Verizon Wireless

. Met and exceeded sales quota/revenue targets for net

activations, customer renewals, accessories, equipment and

enhanced service by increasing revenue by 10% in 6 months.

. Educated customers regarding products/services offerings,

features and functionality.

. Performed basic and complex troubleshooting related to

resolving voice and data issues uncovered during the

activation process, including but not limited to network,

ESN, feature, price plan problems..

. Conducted product demonstrations and matched products and

services offerings to needs of customer.

. Trained new hires and served as a sales lead.

EDUCATION / TRAINING

University of Michigan, Business Administration

Georgia Institute of Business Technology - (CIS) Computer Information

Systems

SKILLS

* Working knowledge of telecommunications systems including

EWI, SSI, OTS, Netace, Kana, ETOS/CTDI, CBIS/IBAS, ACSS,

Vision, I2K, MARS, Rockwell Voicemail Systems, MTAS, Remedy

Troubleshooting Ticketing System for TSI.

* Proficient in Microsoft Office, MS Publisher and MS

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