Customer Service Sales
Resume:
KENNETH JOHN KEAVENEY
Clark, NJ *7066
cell 908-***-****
********@***.***
CUSTOMER SERVICE / SALES SUPPORT PROFESSIONAL
Combines sound business judgment, aptitude in mastering internal data and
information retrieval systems, proactive orientation, excellent
troubleshooting ability and solid relationship building to accomplish
desired results and enhance customer satisfaction.
OBJECTIVE: Utilize my talent, versatility and experience to contribute to a
dynamic team accomplishing and exceeding objectives in a challenging role
as a Customer Service or Sales Support Representative.
CUSTOMER SERVICE EXPERIENCE
Newark Star Ledger - Kenilworth NJ (PART TIME)
05/2007-current
Independent Contractor
Package and deliver Newark Star Ledger on a service route to approximately
285 homes - 7 days a week in all types of weather. Reconcile any
additions/deletions or special instructions ensuring customer satisfaction.
Attract new customers by utilizing available promotions.
Vonage USA - Holmdel NJ
10/2009 - 04/2010
Customer Care Agent
Respond to and assist customers in all facets of their accounts including
billing, contractual terms & conditions, order information and processing
all updates in the Interact and CCA data systems in a high volume call
center environment while meeting or exceeding key performance indicators.
Route calls as necessary to Technical Support, Sales or Retention
Departments.
RGIS Inventory Specialists - Clark NJ
Inventory Auditor
12/2008 - 10/2009
Count clients inventory at various locations accurately and efficiently
utilizing the RM-1 handheld device to scan bar codes and to input
merchandise quantities.
Inteplast Group LTD (Amtopp Div) - Livingston NJ
06/2006-09/2006
Sales Coordinator
Received and processed customer orders via FAX and E-mail for designated
regions. Assisted customer with all inquiries, product selection, inventory
levels and expediting shipments. Calculation of invoicing based upon
product specification and shipping charges. Extensive use of AS400 and
advanced customer relations skills utilized.
IBM Corporation - NJ (various sites)
Administrative Account Specialist
Entered all orders and processed any alterations to on order or installed
machines for assigned accounts. Ensured any maintenance requests or
discontinuances were processed timely. Arranged for all shipping and
coordinated installation for equipment requiring Field Engineering. Resolve
all customer or sales rep concerns or questions expeditiously. A/R
collection and analysis and appropriate file maintenance for assigned
accounts.
In the asset control desk function (no accounts) performed all cash
application and bank reconciliation for the branch. Acted as the lead CSR
in ensuring all Orders and Movements key productivity indicators were met
or exceeded (e.g. Uninstalled Equipment Report, UCCR etc)
Contract Specialist
Expert in contractual terms and conditions charged with entering, tracking
and validating all approved VPA's/VLA's and Special Bids. Advise and
consult customers and sales reps on pending expirations and provide
guidance on under/over performing contracts as well as handle any questions
or issues arising of a contractual nature.
Fuji Film USA - Edison, NJ
(Under contract to Premiere Personnel Group)
Asset Control Administrator
Utilized their STRATUS system data base to enter all new service
installations, starts and changes regarding equipment movement, and
entering service calls nation wide. Additionally responsible for being
knowledgeable on contractual terms and conditions and handling service call
inquiries.
Tascor Inc - Cranford, NJ
(3rd party firm contracted by IBM)
Customer Service Rep
Processed hardware and software orders for marketing branch offices for IBM
utilizing their internal order entry system. Ensured all orders were error
free in compliance with local and corporate audit guidelines and escalated
where required for correction. Added completed orders to Lotus Notes
database for follow up through completion of order shipment.
COMMISSIONS AND SALES SUPPORT EXPERIENCE
Intel Corporation - Woodbridge / Parsippany NJ
12/2000- 01/2005
CSR - Commissions
Responsibilities included all support and administration of commission
related activity within CSO (Converged Sales Organization) division of the
America's Sales & Marketing Organization. Accountable for resolving all
customer inquiries, processing any changes and adjustments for the monthly
commission cycle deadline. This included the complete set up of salesperson
plan types, quota assignments, MBPs (Management by performance bonus
objectives), billings revenue assignment and all other aspects of Sales
Plan compensation. Provide financial data and analysis to regional and
district sales managers as well as finance organizations as required.
Highlights:
> Extensive utilization and expertise in WSCM, SHOWBIZ and Microstrategy
(in house data bases and tools) for information retrieval, query
management and system updates. Total autonomy for complete realm of
all commission related activity for over 125 commissionable personnel
and over 400 assigned accounts within CSO.
> Was the driving force in defining and implementing the business
requirements and processes for quota splits for plan year 2005.
Delivered the documentation and templates for ASMO utilization and
worldwide geography acceptance.
> Spearheaded the project resulting in the seamless transition of the
Dialogic Corp. (an Intel Company at the time) into the Intel web based
WSCM system. This replaced the old process which relied extensively on
Excel spreadsheets for commission payments and revenue tracking.
Recognized for the outstanding results in the integration as well as
customer satisfaction with the entire process.
IBM Corporation - NJ (various sites)
Commission Analyst
Administer and manage all facets of the annual Sales Plan encompassing
quota and territory assignments, all bonus and local emphasis payments and
all problem resolution related to commissions for various branch offices or
business units. (with an average of $100 million in sales revenue and 100
commissionable personnel). Provide and assist sales management with
relevant sales data and forecasting.
OTHER EXPERIENCE
Self Employed - Independent Contractor
Wallpapering, design and painting service
06/2005-08/2007
EDUCATION
A.A. Degree, Business/Public Administration - earned while working full
time
Union College, Springfield Ave, Cranford, NJ 07016
Partial credit toward B.A. degree - Kean College, Union NJ
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