Sales Software

Dwayne A. Montgomery

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

POWDER SPRINGS,GA 30127

HOME: 678-***-**** *****************@*****.***

SUMMARY

A thorough Business Analyst with over five years experience in data

analysis, data mining, effective coaching and development, team building,

personnel staffing and leadership. Possess superb analytical, organization,

and communication skills. Able to manage multiple projects. Proven

training expertise, and has been recognized for excellent conflict

resolution skills, and ability to multi-task, while maintaining accuracy.

PROFESSIONAL EXPERIENCE

INTERNATIONAL BUSINESS MACHINE, Atlanta, GA 1999 - 2010

Software Business Analyst 2006 - 2010

Process/subject matter expert

. Ran the Software Enhanced Entitlement Program which generated over

$10,000,000 in revenue on yearly basis submitting sales leads to the

Enhanced Entitlement Sales focal under the terms and conditions of

Software Enhanced Entitlement Program when software maintenance support

lapsed.

. Monitored 46 Software Enhanced Entitlement accounts progress, highlighted

and communicated pervasive issues to the IBM Client Representative and

Project Owner.

. Liaison to Sales; tracking sales performance reporting, planning,

forecasting, and pricing.

. Supervised 25 employees on a daily basics giving work direction while

still performing my daily duties as Business Analyst.

. Monitored incoming via IEE and Avaya Centervu, balancing resources and

assisting with queues as necessary to ensure daily and monthly service

levels (80%) were met.

. Reduced customer escalations to upper management by 85% by providing

positive solutions to customers before speaking to upper management.

. Completed and distribute National reports and measurements that track

sales revenue and cost avoidance.

. Provided analysis of existing process, monthly reports and measurements;

identifying trends and defects and presenting recommendations to BPD

management, National Process Developer and GTS Sponsors.

. Led six sigma project conducting database product analysis and clean up

which included contacting service delivery managers or business partners

to ensure customer records are update timely.

. Worked directly with the National Process Developer, to support the GTS

sponsor to meet objectives and ensure consistency.

. Delivered call center training including both formal classroom and one-on-

one coaching to eliminate defects and improve quality and efficiency of

the business.

. Conducted monthly conference calls with upper management to discuss

accuracy and risk reduction.

. Assisted with the migration of the Software Entitlement business from

Atlanta,GA to Boulder,CO

Software Entitlement Teleservice Representative 2003 - 2005

Proactively researched complex contract issues for multiple software

platforms

. Research and resolve customer escalations, registration discrepancies and

provide complete analysis of the issue, and identify areas opportunities,

and action plans.

. Conducted random process audits to ensure all agents were following

documented procedures by reviewing agent product knowledge and accuracy.

. Created and presented reports to update upper management on quality of

service, audits, sales, and retention of customers.

AIX Teleservices Team Lead 2002 - 2003

First point of escalation for Software Receive Call Concerns

. Monitored Avaya CenterVe and Team Service Levels, as well as, making

necessary adjustments based upon call volumes to ensure adequate platform

coverage.

. Analyzed schedule adherence reports on weekly and daily basis to ensure

TSR's are constantly following their schedules and are at 90% or above.

To ensure we met and exceeded our objective of 90% and above each month.

. Supervised 30 employees on a daily basics giving work direction while

still performing my daily duties as AIX Teleservices Team Lead

. Solution Inbound calls to help compensate for any daily personnel

deficiencies and to ensure that our monthly and daily service levels

objectives (80%) were met.

. Delivered call center training including both formal classroom and one-on-

one coaching to increase quality and quantity of phone calls and educate

agents on any errors.

. Provided leadership support to upper management to improved quality

assurance by conducting e-Talk training on monthly call observations.

AIX Software Teleservices Representative

1999 - 2001

Answered phones and created over 100 customer's technical request

daily.

. Solution software calls producing primary evaluation and problem

determination for IBM internal and external customer running AIX on

RISC/6000 machines and other compatible UNIX system

. Use Retain, CCMS and Internet to entitle and create problem records for

customers with 100% accuracy

. Provided high-level quality assurance to customers and management which

resulted in increased customer satisfaction scoring 98 % or greater on

call observations

. Tested software databases to ensure accuracy when generating customers'

daily requests.

COCA COLA BOTTLING, Blythwood,SC 1998 - 1999

Market Analyzer-Lead Sampler (Internship)

Sampled various Coke Products at different events

. Attended various events and functions and conducted taste samplings of

Coke products.

. Conducted research and gathered demographic information about target

markets

. Wrote reports after each event to document event successes based on the

target market.

. Increase new software drink sales by 12% over a 6-month period.

TECHNICAL SKILLS

Software: Microsoft Office, Lotus 1-2-3, Lotus Word Pro, Microsoft

Excel, Power Point, Lotus Notes, Lotus Symphony,SAP

EDUCATION

BS, Business Administration and Marketing Benedict College, Columbia,SC

Honors and awards

Member of the National Association of Black Accountants, IBM's Employee of

the Quarter Award (4 times) IBM's Achievement Award (2 times), IBM Thanks

Award (18 times) IBM's Vice President Award, Golden Circle Award &

Leadership Award.

CERTIFICATIONS

Six Sigma Yellow& Green Belt

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