Manager Customer Service

Paul Wallace

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

**** ******* *** ****: 321-***-****

Gotha, FL 34734 Home: 407-***-****

Personal Goals

A passionate and dedicated installation manager, security advisor, and sales agent for the

past decade

A team oriented and focused individual with extreme determination to continuously grow so

that each team member can reach their true potential

Areas of Expertise

Sales Team Motivation Installation/Troubleshootin

Customer Service and Teambuilding & Training g

Satisfaction Proficient Multitasking Expertise in Electrical

Complaint Handling & Code

Resolution

Professional Experience

DEFENDER DIRECT Winter Park, FL 11/07 Present

Security Advisor, 11/10 present

Installation Service Manager, 11/07 to 11/10

Launched the Raleigh, NC branch in 2007

Promoted as Raleigh Install Manager and developed a skillful team of security advisors and

installation technicians

Promoted as Orlando Installation Manager in 2009

Achieved yearly visionary goals by maintaining high install rates, low service call ratio, and

acquiring the “big number” as Install Manager for 3 consecutive years

Awarded Southeast Technician of the Year for most upsales in 2008, attended three Super

Star trips, achieved award for the “most sold” pulse contest in 2013

Personal numbers for 2010 is 137/146 install rate with a $772.00 average as a security

advisor

Personal numbers for 2011 303/322 install rate with a $638.00 average as a security

advisor

Personal numbers for 2012 84/96 install rate with a 715.43 average as a security advisor

WALLS ELECTRONICS Bangor, ME 11/04 8/07

Electronics Technician, 11/04 to 8/07

Performed troubleshooting, locating defective components, and repairing all brands of

television chassis

Reviewed material safety data sheets for component specifications

Performed troubleshooting and repair of audio equipment

Performed television EPROM and microprocessor software upgrades

Worked with schematics for all brands of televisions and their circuit boards

Proficient use of oscilloscope, multi meter, capacitor checker, transformer ringer, high

definition pattern generator, and chipper checker programs

Demonstrated excellent communication skills when dealing with customers service calls and

home visits (troubleshooting)

Researched and ordered parts from different manufacturers

EAGLE SECURITY BREWER, ME 10/01 11/03

Fire Alarm & Security Specialist, 10/01 10/03

Performed fire alarm inspections in various public and private settings

Updated fire alarm panels within educational institutions, commercial businesses, and

hospitals

Prewired security systems according to blue prints

Installed CCTV systems in military bases and commercial businesses

Installed access control panels and card reader systems

Education and Training

EASTERN MAINE COMMUNITY COLLEGE Bangor, ME 1/04 5/06

Associate of Applied Science Degree: Electrical and Automation Technology

Dean’s list

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Mastered instrumentation tools (Digital multi meter, voltmeter, both analog and clamp in digital ammeter, tachometers, and

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ohmmeters)

Successfully created a fully functional and documented Senior Project (Robotic Lanco Assembly Machine)

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Created Allen/Bradley and GE Programmable Logic Controllers

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Installed electrical wiring for education institutions (ran conduit, installed receptacles, installed luminaires, and installed

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CAT5, all in compliance with code)

AutoCAD electrical and machine drafting

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DEFENDER DIRECT Indianapolis, IN/Altamonte Springs, FL 11/07 Present

Installation Manager Training

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Defender Corporate Training (Sales process, product knowledge, and paperwork procedures)

•

DSC

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GE Concord 4, Simon XT, and Simon 3

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Pulse Interactive Home Automation Training

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