Customer Service Sales

ANGELA C. FAIR

*** ************ ***** *********, ** 30188 ********@*********.*** 770-***-****

SUMMARY OF QUALIFICATIONS

Accomplished and dedicated Customer Service Professional with over twenty years of demonstrated experience in

customer service, restaurant management, retail management, and inside sales, managing high levels of profitability.

Proven experience in all phases of training and development, implementing policies, performance management,

inventory control, cash control, forecasting sales, strategic planning, and marketing initiatives. Seasoned professional

with an in-depth knowledge of business delivery models to increase overall profitability through analyzing operations,

sales performance, and providing effective coaching techniques. Excellent communicator, able to establish valuable

vendor relationships, and interact with personnel at all organizational levels; both internal and external. Proficient

using MS Office Systems (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook),

IBM Tools -ISAT, e-Config, and the “SSCT” (Standalone Solutions Configurator Tool), and HP configurator.

PROFESSIONAL EXPERIENCE

ARROW ENTERPRISE COMPUTING SOLUTIONS- 1999- 2008

Alpharetta, Georgia

Customer Care Coordinator (1999-2000)

Investigate and resolve post sales issues and escalate as needed to deliver outstanding customer service. Proven track

record for analytical, problem-solving, and decision-making skills resolving customer satisfaction issues in a timely

manner, meeting or exceeding customer expectations. I received numerous accolades from senior management for

consistently providing excellent service and tactfully resolving sensitive issues.

• Make outbound calls and communicate via e-mail to internal and external customers, manufacturer,

logistics, and other vendors to investigate and resolve issues

Update records with all details involved in the investigation

• Keep customer informed of progress regarding issue via phone or e-mail

• Once course of action as been determined to resolve issue, process any necessary replacement orders,

RMA’s, or provide tracking and follow-up to ensure issue has been resolved to customer satisfaction

Services Sales Administrator (2000-2003)

Providing support to Services Sales Representatives through managing hardware and software maintenance renewal

opportunities by providing quotes, and customer follow-up to close deals and increase profitability.

• Generate all exit warranty quotes, hardware and software renewal quotes along with applicable contacts

ninety days prior to expiration date

• Consolidate software, services, and hardware pricing into a proposal, as requested

• Process all services PO’s and sales orders, submit contracts and track through contract entitlement

• Work on customer and/or contract issues and resolve on behalf of Services and Sales Reps.

• Interact with Sales Reps, Sales Reps, IBM Services Team, and Contract Development to support the

quote to contract process

Update contract information and maintain internal CRM tool

• Prepared weekly and monthly reports targeting opportunities to increase sales

Customer Service Representative-Retail (2003-2004)

Assist with the overall customer service and account management/strategy by partnering with Sales/Marketing Rep to

troubleshoot customer concerns, acting upon a variety of branch level reports, and working on other assignments as

needed. By consistently delivering high levels of customer service to both internal and external customers, and

learning the business, I was promoted to an Inside Sales Representative.

• Act as liaison between sales and material planning group through involvement in shortage calls, quality

problems, programming, etc.

• Entering and maintaining sales order and expediting product delivery, customer returns, shipping and

tracking orders

ANGELA C. FAIR

384 Weatherstone Place Woodstock, GA 30188 ********@*********.*** 770-***-****

• Interfaces with distribution centers on field quality reports and other customer requirements

• Scheduling/expediting work orders, review and take action on backlogs

Review and take action on backlogs daily

Defective product management, process RMA and PO change requests

Process PO’s, sales orders, credit card orders, customer returns, shipping and tracking orders

Interact with multiple vendors and other internal departments, manufacturing and suppliers

• Trained new CSR’s and Sales Representatives on product line, as well as ordering process for all Point of

Sale products

Primary contact for post sales issue requests concerning order management and following through until completion to

achieve customer satisfaction

Inside Sales Representative-Retail (2004-2008)

Promoted to Sales Representative to support and maintain assigned customer accounts with day to day support and

service activities through relationship building with proven abilities to maintain multiple priorities in a fast paced

environment, ensuring customers are receiving the highest level of service. Maintain oral and written communication

with vendors, manufactures, and customers in order to facilitate positive and long-term relationships and resolve issues

through effective problem-solving and decision-making skills. Through effective customer support, follow-up, and

strategic planning, I closed a $7.2M deal in the last week of December 2007 for a customer who had not produced any

revenue the year prior.

• Providing pre-sales/technical support, complex hardware/ software configurations

Owning the entire ordering process from order entry to invoicing, post sales issues, and forecasting

• Assist with business development, long-term planning, and solution-selling activities, identify

opportunities for margin growth, and make recommendations on products and pricing based on

technology and industry knowledge

Responsible for increasing sales within assigned customer accounts

• Qualifying opportunities for special bid pricing and processing requests as required

• Responsible for designing and implementing ordering process tools for ease of business

Preparing quarterly PowerPoint business partner review

EDUCATION AND SPECIALIZED TRAINING

FOREST PARK COMMUNITY COLLEGE- St. Louis, MO

SUMNER HIGH SCHOOL-St. Louis, MO

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