Customer Service Sales

BRIAN MABELIS

*** ******** **** • Rochester NY **625 • 585-***-**** • 585-***-**** (c) •

abk1w9@r.postjobfree.com

Objective

A position requiring sales, customer service, training, and rep experience

Professional Skills

• Proven experience in sales, leading customer service representatives, training customer service

representatives, supporting call center operations, up sell products and services, and provide

technical support to customers

• Excellent experience in call center group operations, including opening a new call center,

meeting aggressive staffing/training goals, scheduling teams, developing sales scripts, and

coaching

• Skilled at learning new technical information, solving problems, organizing projects,

communicating with decision makers, and representing products

• Special Training: Train the Trainer, Xerox Problem Solving Process, Empowerment, Primus

Call Center

Professional Experience

BCC Software

Customer Support Technician November 2008- Sept 2010

• Exercises customer service skills to establish a positive working relationship with the

customer and focus on the customer’s issue.

• Clarifies customer expectations to determine actual need, e.g., software fix, work around,

or answer for a “how to” question

• Learns continuously about BCC’s products, the mailing industry, operating systems,

networks, hardware, various software-related tools, problem-solving, communication,

and customer service skills.

• Documents properly all support-related information in BCC’s call tracking and problem

resolution software.

First Choice Exteriors Inc.

Owner/Operator/Sales October 2007 – Present

• Perform outside sales calls for roofing, siding, window and gutters

• Schedule all sold projects and order all material

• Distribute payroll to sub contractors upon completion of job

• Generate leads through yellow pages and referrals from previous customers

• Perform cold calls on previous customers for new leads

• Perform cold calls on potential customers

• Canvas neighborhoods where work has been performed

M&T Bank

Loan Officer Rochester NY October 2007 – November 2008

• Complete mortgage loan applications for clients

• Analyze credit reports, payroll, taxes for pre-qualification for potential clients

• Communicate with loan processors and underwriters regarding loan applications for

mortgages

• Collaborate with real estate agents and their potential clients

• Meet weekly with sales manager to discuss goals and marketing

• Solicit potential clients in bank branch for refinances and new home purchases

Monroe Custom Exteriors Inc. – Rochester, NY

Sales Manager J uly 2004 – October 2007

• Performed outside sales calls for roofing, siding, windows and gutters

• Scheduled all sold projects and ordered all material

• payroll to sub contractors upon completion of each project

Business Methods Inc. – Rochester, NY

Field Technician March 2003- July 2004

• Prioritize service calls, complete onsite service calls, sell service contracts to improve customer

satisfaction, and locate leads for the sales of new equipment to medical, legal, and other

businesses.

• Completed a series of five-day Toshiba training courses and gained certification on Toshiba

copiers (Estudio 35, 45, 350, 450, 550, 650, 810, 3511, and 4511). Earned monthly bonuses for

quality.

Xerox Corporation

Xerox Manufacturing/Product Development and Testing – Webster, NY

Hardware Integration July 2001 – November 2002

• Supported product engineers and implemented hardware and software modifications on pre-

launch multi-function copiers for the “Spode” product launch program. Prepared engineering

management reports.

• Monitored and maintained testing on a new product using Excel to maintain critical

documentation. Traveled to four lab sites to upgrade and monitor 80 mid-volume machines.

Xerox National Technical Call Centers

Operations Lead/Manager (Dallas) February 2000 – July 2001

• Earned a promotion to operations lead. Responsible for monitoring 25-30 reps and ensuring

quality customer service maintaining a positive relationship with a contract service provider.

• Coached reps on customer service and technical skills and was recognized as a top team leader.

• Worked on a management training team to interview and select new hires. Interfaced with a

contract service provider to ensure quality applicants, accurate records, and a positive working

relationship.

• Prepared monthly group performance reports for management.

Trainer (Dallas) November 1999 – February 2000

• Accepted a promotion to work with a team of trainers and help open a new customer call

center.

• Trained new hires on customer service, technical support, and up-selling supplies and contracts.

Customer Service Rep (Webster) May 1998 – November 1999

• Solved customer problems, mentored new customer service reps, and co-developed and

implemented a successful center-wide productivity contest.

Systems Key Operator/Contract (Webster) June 1996 – May 1998

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