Sales Customer Service

RICHARD P. GRILLO

**** ****** ******, #*** ? San Diego, CA 92103 ? 619-***-**** ?

*************@*****.***

PROFILE

Development Trainer / Live & Virtual Instructor with over 20 years of

expertise designing curriculum and leading trainings on management

leadership, personnel development, new hire orientation and product

knowledge. Experience in Instructor Led Training (ILT), Virtual Instructor

Led Training (VILT) and On The Job Training (OTJ) to support diverse

departments including sales, marketing, and administrative operations.

Deliver, reinforce, and sustain learning solutions that build and improve

the abilities of front line sales teams to facilitate achievement of

revenue goals, market share growth and customer loyalty as well as employee

satisfaction and retention. Drive performance through engagement and

accountability. Able to travel 50%.

Core Competencies

Learning Management Systems Distance Learning Training

Instructional Design

Team Building / Coaching Personnel Development Curriculum

SME

Live & Virtual Instructor / Trainer Project Management

Adult Learning Principles

PROFESSIONAL EXPERIENCE

T-Mobile USA, San Diego, CA

1996 - 2013

National Development Trainer / Implementation Manager (2/2003 - 5/2013)

Managed, developed and conducted educational programs with an emphasis on

sales, wireless data technology and customer relations. Assisted in the

development of and facilitated both Live and Virtual Instructor Led

training programs emphasizing company goals, improving staff effectiveness

and loyalty while remaining within training budgets and meeting all

scheduled deadlines. Extensive travel across the U.S.

. Successfully implemented and managed national training programs for

25,000+ including front line sales associates, middle management and

senior sales leadership. Courses range from New Employee Orientation to

high level Behavioral Selling Skills focusing on product knowledge and

placement.

. Managed, coached and developed project training teams comprised of SMEs,

Instructional Design teams, Instructional Facilitators, and external

consultants to achieve departmental objectives. Worked with the Corporate

Communications department for approval on national communication of new

product and services to senior leadership, middle management, front line

managers and sales teams.

. Worked cross-functionally with senior management across all channels to

proactively determine and implement ongoing training needs both live and

virtual. Ability to respond rapidly to training needs based on market

changes.

. Project managed and developed wireless data course curriculum, lesson

plans, and instructional procedures. Collaborated with Instructional

Design teams and other trainers to design trainings.

. Designed and led senior leadership training on topics ranging from

recruiting high performance teams, building organizational trust,

resolving conflict, improving communication and general management.

. Audited classroom performance and participant feedback, suggested

delivery techniques to achieve improvement in scores, and creatively

enhanced programs to ensure engagement and retention of knowledge of the

staff to directly impact customer satisfaction, retention and increased

sales.

. Created and conducted orientation programs for new sales employees and

other departments to improve the onboarding process.

. Trained Retail Sales Associates and Account Support Representatives on

products and changes to the POS and billing systems via webcasts and

classroom instruction in major metropolitan cities.

. Assisted with regional launches of products and services by performing

sales and administrative training functions and selling skill behaviors -

Perfecting Your Pitch, a behavioral based training on interacting with

customers for consultative selling.

. Created and administered testing and evaluation procedures to increase

training program effectiveness through periodic knowledge checks during

trainings or exams in the LMS.

. Received TOPS in OPS Award for the national rollout of a sales training

program to 25,000+ personnel.

Senior Nationwide Wireless Data Trainer (9/2001 - 2/2003)

. Created custom training for the Business Sales team to focus their

business development efforts on selling customized data services.

Provided detailed return on investment presentation and solution selling

techniques to facilitate data sales.

. Received Employee of the Month Award for development of a comprehensive

wireless data training program related to the national training rollout

for the Business Sales team.

Certified Trainer (12/1998 - 9/2001)

. Assisted in the selection and rollout out of a new LMS to facilitate

comprehensive, competency-based leadership trainings for employees

ranging from front-line supervisors to executive leadership.

. Integral role in design and execution of a variety of product and service

trainings for retail sales staff including role playing, simulations,

team exercises, group discussions, videos and lectures to integrate

classroom training with business specific situations in order to drive

learning outcomes.

Marketing Operations Project Coordinator (11/1997 - 12/1998)

. Integral role in marketing product launches in new cities. Trained sales

teams in company owned stores, franchises and third party owned stores.

Served as the liaison with the billing system vendor.

Account Support Representative (10/1996 - 11/1997)

. Provided account management for government and national accounts to

ensure exceptional service.

. Assisted in the launch and implementation for seven Omnipoint markets

with an emphasis on marketing operations. Educated customers while soft

selling company products and services.

. Implemented third party billing structures for companies needing a

nationally managed detailed description report through outside vendors.

Bell Atlantic Nynex Mobile, Bedminster, NJ

1993 - 1996

National Account Specialist (2/1996 - 10/1996)

. Served as a first point of contact for national corporate accounts

ensuring exceptional client relationship management in support of several

Account Managers in the North East and Mid-Atlantic.

Technical Support Specialist (11/1994 - 2/1996)

. Roaming technical liaison for customer support department and directly to

customers.

Multi-Regional Customer Service Specialist (8/1993 - 11/1994)

. Reviewed high-volume customer bills randomly and conferred with clients

to recommend alternative rate plan to achieve additional savings and

improve customer satisfaction.

. Assisted in record keeping, collection of delinquent accounts and

preparing reports for favorable payment agreements. Served as liaison

between customer service and accounting department to resolve billing

discrepancies.

Cellular One - McCaw Communications, Las Vegas NV

2/1993 - 11/1992

Customer Care Representative

. Compiled and disseminated product, pricing, and related information in

response to customer inquiries, including information regarding voice and

data services.

Cellular One - Comcast Cable, Iselin NJ

7/1990 - 11/1992

Senior Customer Service Representative

. Provided comprehensive customer support through in-depth industry

knowledge and the ability to interact effectively with individuals of

diverse backgrounds.

COMPUTER SKILLS

Microsoft Office (Word, Excel, PowerPoint), Webex Meeting, Meeting To Go

and BlackBoard / Acrobat Adobe online virtual tool.

TRAINING / CERTIFICATIONS

T-Mobile Magenta Leadership Courses - Leading Virtually, Essentials of

Leadership

Senn Delany, a Heidrick & Struggles company - Leadership Development

Certification

Achieve Global - Sales Trainer Certified

EDUCATION

Middlesex County College, Edison, NJ

Completed classes towards B.S. degree in Business Organization and

Management

Contact this candidate