Shelby Martin

**** ********** **.

Norfolk, VA **502

757-***-****

abjjd4@r.postjobfree.com

Objective:

To have the highest level of honesty and integrity with the desire to work in a team environment

with a shared mindset and a passion for excellence

Education:

Norfolk State University

Bachelors of Science Degree

Emphasis in Business

Completion May 2010

Employment Experience:

Verizon Communications (June 2007 – September 2010)

Sales Consultant

Strong Customer Focus with desire to solve issues not just for one customer but to improve the

overall product and process for all

Took a caring and empathetic approach to customer interactions

Actively took customer support and/or pre-sales cases/calls regarding the Verizon family of

products on a daily basis

Analyzed needs with software applications to identify the customer's needs and recommended

the appropriate products

Understood product(s) brand of Verizon and DTV and set appropriate expectations with the

customer

Historically excelled in defining and penetrating lucrative markets and capitalizing on

opportunities to strategically drive business growth

Cox Communications

LNP Specialist (June 2004-May 2007)

Understood and performed the essential provisioning functions in both manual and automated

provisioning process to ensure completion with established intervals

Performed data validation and entry as required

Developed and maintained liaison relationships both internal and external to the company

Responsible for interacting with customers, wholesale resellers, outside sales agents and internal

employees

Performed basic troubleshooting when needed

Human Resources Generalist (November 2003-May 2004)

Coordinated development and implementation of NAD HR programs, policies and initiatives

Acted as primary contact and facilitator for promoting wellness initiatives and programs

Helped to design and update courses such as HR 101 for managers and HR processes

Assisted in coordinating the annual performance management program with region HR team

including, i.e., training of managers and associates, communication, facilitation, follow-up and

trend analysis for both annual and Mid-Year Process

Analyzed and trend data on Key HR metrics (turnover etc.)

Managed the routine reporting requirements for Employment Equity

Took the lead in special projects as required

Scheduled potential employee orientation, development, and training

Assisted with employee relations

Compensation and benefits administration and recordkeeping

Maintained employee files and the HR filing system

Assisted with the day-to-day efficient operation of the HR office

Customer Service Representative/Sales (October 2002-October 2003)

Responded to customer inquiries on our products (video, telephone, high-speed data and digital

TV services, wireless etc.) while at the same time educating our customers and promoting

current marketing campaigns and promotions

Retained revenue of Cox's products and services during outbound, inbound sales call or online

through e-commerce activities

Handled escalated customer calls regarding billing, technical issues and other problems,

providing complete customer satisfaction

Initiated outbound "retention" calls following-up on installations to identify and trouble shoot

problems. Inquires on the quality of customer satisfaction with our install and service calls by

polling the customer on the various levels of the service provided

Initiated outbound calls via the dialer to perspective and current customers

Would take inbound calls from customers who are requesting a "controllable" disconnect

Utilized multiple databases to access and create customer account information

Assisted other departments as needed by taking overflow calls related to sales, technical support

or billing etc

Technical Skills:

Software:

MS Office (Power point, Word, Access, Excel), WordPerfect, Microsoft Publisher, and Norton

Utilities.

Skilled in sql, html, asp, java and online technology

References available upon request

Achievements and Awards

Highest Margin Increase

Top National Account

Top Marketing Sales Rep

#1 Region Sales

#1 Regional Marketing Program Sales

Presidents Club Sales

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