Customer Service Sales
Resume:
Marshall J. Howard, III *********@*****.*** 586-***-****
Marshall J. Howard, III
Southfield, MI 48076
*********@*****.***
Inside Sales and Call Center Management Professional with over 15 years of
combined experience in surpassing sales goals and leading a staff in an inbound
call center environment.
Summary of Qualifications
Achieved top 15% of mortgage banker closed volume goals for 3 consecutive
years.
Successfully owned a retail vending route.
Selected, trained and developed staff (mortgage and customer service).
Designed customer service satisfaction surveys
Strong mortgage product knowledge (Fannie, Freddie, FHA & VA).
Proven outbound sales success with intangible and tangible products.
Professional Experience
Account Executive
AT&T Advertising Solutions (9/10 8/11)
Responsible for new business sales and client retention for Yellow Pages print and
YP.com internet directories.
Top 20% of new business sales (print & internet)
Top 15% client retention rate
Executive Mortgage Banker
Quicken Loans (5/05 3/10)
Averaged 2.5 million in monthly closed loan volume.
Coached new mortgage bankers.
92% client satisfaction rating.
Completed NMLS examination.
Multi state licensing.
Manager, Business Development
MedCare Management (6/1998 2/2005)
Responsible for managing sales staff. Selling lab services and ancillary products
to local physicians health care providers.
Established strong client relationships.
Expanded gross volume sales by an average of 10%.
Senior Customer Service Manager
Omnicare Health Plan (1994 1998)
Managed the customer service activities for a local health maintenance
organization.
Led a team of 25 customer service representatives and 2 supervisory staff.
Analyzed call center metrics
Designed client satisfaction surveys
Hired, Trained and assessed staff
Customer Service Manager
Blue Care Network of SE Michigan (1989 1994)
Lead team of inbound customer service representatives
Developed departments annual budgets
Hire, trained and assessed staff performance
Fostered relationships with employer groups and internal departments
Chaired Quality Improvement Committee
Marshall J. Howard, III *********@*****.*** 586-***-****
Education
Bachelor of Business Administration/Finance (5/92)
Walsh College
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