Customer Service Manager

Thomas "T.J." McCauley

Home 402-***-****

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

Cell 402-***-****

Blair, NE 68008

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

Business Development Manager

Effective self-starter demonstrating numerous years of solid experience

across varied business milieus such as business to business sales, account

management, human resources and technical telecommunication/video.

Creative, highly energized professional with outstanding communication,

negotiation and interpersonal skills. Experienced in team building and

leadership management.

Highlights of Accomplishments

. Successfully sold in 2008, a bulk triple play contract for telephone,

broadband and video services for student housing to Drake University

(Iowa), delivering those services to over 600 residents. Revenues for

Qwest will surpass $1.5 million dollars throughout the lifetime of the

agreement.

. Selected as top Business Development Manager at Qwest in 2007 for

achieving 180% of sales objectives while marketing agreements to

Single Family and Multiple Dwelling opportunities.

.

Professional Experience

Qwest Communications, Omaha, NE

2003-2009

Business Development Manager

Negotiated complex legal agreements with owners of large land development

companies, property management companies and Home Owner Associations in

Nebraska, Iowa, Minnesota and South Dakota. Responsible for generating

leads, making appointments, offering additional revenue streams for

businesses as well as closing the sale.

. Generated over $2 million dollars in revenue each year from 2003-2009.

. The only Business Development Manager in Qwest's 14 state territory to

have sold a "triple play" bulk preferred provider agreement for

exclusive telephone, broadband and video services.

. As Qwest Communications accelerated downsizing efforts by eliminating

five Business Development Managers in Iowa, Minnesota and Nebraska, I

volunteered to continue marketing and servicing those areas without

interruption to sales revenues and customer service, for both existing

Qwest accounts and potential new business opportunities.

Sonnitrol Security Systems, Omaha, NE

2002-2003

Regional Sales Manager

Generated leads, pursued opportunities and finalized sales for high tech

commercial security systems. Developed expert product knowledge through

intense training and self study regarding the function and application of

advanced security and access systems.

Brinks Security Systems, Omaha, NE

2001-2002

Regional Sales Manager

Managed the only Brinks security system in Nebraska and Iowa. Generated

leads, made appointments and successfully marketed residential/small

business security systems. Supervised an installation crew, managed a

storefront and maintained applicable records.

Qwest, Omaha, NE

1992-2001

Account & Implementation Manager (1999-2001)

Served a dual role as a marketing account manager and technical

implementation manager. Trained leasing offices on contractual obligations

and managed each property's account.

. Responsible for over 900 properties in 6 states.

. Responsible for ensuring newly constructed development sites were

properly engineered and ready for telephone, internet and video

services.

Telemarketing Campaign Manager (1997-1999)

Trained external vendors to successfully initiate outbound and handle

inbound calls. Tracked and managed results, audited calls for quality and

conducted training as needed in order to ensure quality sales and excellent

customer service.

Instructional Design Technologist (Bell System) (1992-1997)

Developed and delivered technical, managerial, sales and customer service

training for technicians, sales consultants, repair bureaus and respective

managers throughout a 14 state region. Certified Bell System Course

Developer, Myers-Briggs Instructor and several external sales/customer

service courses, for example Tracom Corporation, Parr Institute & Kasett

Corporation.

. Developed new product training and trained sales consultants in 22

business offices across 14 states.

Early Career Experience

Occupational Job Evaluation-Labor Research Manager, Human Resources

Planner, Supervisor EEO/AAP, Network Testing & Repair Technician and

Network Technician.

Education/Professional Development

Training Development and Delivery - completed an extensive training

curriculum of 14 classes at the Bell System Center for Technical Education.

Certified as Bell System Course Developer.

Human Interaction Laboratory - successfully graduated from Basic Human

Interaction Laboratory and also certified to administer Myers-Briggs

Temperament Assessment.

Tracom Sales & Customer Service Curriculum - certified to deliver and

conduct "train the trainer" sessions in the following sales and customer

service curriculum:

* Peer Coaching for Individuals * Achieving Performance Targets *

Producing Results With Others

Parr Institute - certified to instruct The Customer Experience.

Kasett Training Consultants - certified to instruct "Achieving

Extraordinary Customer Service." Also trained in additional

educational/professional courses in the areas of Quality Processes,

telecommunication technical avenues and human resources.

Attended Grandview Community College, Des Moines, IA.

Military Service

United States Army Infantry, attaining rank as Sergeant (E-5). Awarded

numerous accommodations including two Purple Hearts.

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