Sales Customer Service

OBJECTIVE To secure a position as a Drafter where my education in Computer Drafting and Design and two years of hands on drafting experience will be utilized.

EDUCATION ITT Technical Institute, Jacksonville, FL December, 2010

Associate of Science in Computer Drafting and Design 3.75 GPA

Grambling State University, Grambling, LA July, 1996

Bachelor of Science in Drafting and Design Engineering

TECHNICAL

SKILLS

PROFESSIONAL

EXPERIENCE Augusta Chronicle, Augusta, Georgia June, 2006–November, 2008

District Supervisor

 Responsible for sales, service, and collections in an assigned geographic district.

 Assisted in developing, growing, and maintaining home delivery routes to increase

customer subscription.

 Recruited, trained and maintained distribution force of independent contracted carriers.

 Encouraged carriers to increase their sales.

 Resolved carrier and customer complaints courteously and professionally.

Star Tek, Petersburg, Va. October, 2005 – June, 2006

Team Supervisor

 Supervised, evaluated, and motivated up to twenty-five Customer Service

Representatives for this business process outsourcing company that supported Verizon

Cellular Services.

 Listened to CSR calls to evaluate performance and provided recommendations to

improve call quality.

 Coached and mentored CSR staff members regarding corporate performance metrics and

methods for improvement.

 Managed supervisor calls and monitored employee’s escalation rates.

 Motivated employees on how to meet performance and quality standards individually

and as a team.

 Conducted weekly team meetings to ensure accurate and timely communications of

business updates and changes.

John Nelems Pg 2

Richmond Times–Dispatch, Richmond, Va. March, 2003–June, 2006

District Supervisor

• Responsible for managing all of the newspaper route operations including supervising up to 15 Independent Contractors.

• Trained new Independent Contractors on route delivery regulations and customer

service techniques.

• Maximized employee performance by conducting quarterly incentive contests.

• Compiled monthly statistical reports including; sales results, collection account status, trends and competitive information to corporate leadership.

• Resolved carrier and customer complaints courteously and professionally.

Florence Morning News, Florence, SC January, 2002– March, 2003

District Sales Manager

• Responsible for managing all of the newspaper route operations including supervising up to 30 Independent Contractors.

• Supervised and coordinated training to ensure that newspapers were delivered properly.

• Managed sales, service and collection operations.

• Maximized employee performance by conducting quarterly incentive contests.

• Compiled monthly statistical reports including; sales results, collection account status, trends and competitive information to corporate leadership.

ACTIVITIES AUGI (AUTODESK USER GROUP INTERNATIONAL)

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