Customer Service Sales

Robert P. Brandt

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

Manchester, CT 06042

Home: 860-***-**** Cell: 860-***-****

Email: ******-******@*********.***

Objective: To contribute twelve years of marketing communications,

relationship management and technical expertise in a support role with a

team dedicated to maximizing brand and market development.

Muzak LLC, Cromwell, CT

1998-Present: three positions held

Client Relations Representative (Outside), 2004 - present; third position

Promoted twice from Inside Client Relations Representative and Sales

Support

Third largest number of saved accounts nationwide '06 & '07; exceeded goals

Attained Executive Club status multiple months for best retention rates

Excellence award for customer service

Performing strategic retention, cross-selling, and up-selling using market

climate,

vertical market, demographic, brand identity, and customer-profile data as

well as research

Controlling and reversing cancellations: negotiating contract terms,

revising pricing, resolving complaints, enforcing contracts, marketing,

managing, and maintaining a 2,500-count customer base

Restructuring business relationships using factors of ROI, client

satisfaction, competition, and business risk

Coordinating across multiple inter-organizational levels to resolve

billing, operations, collections issues and managing internal

accountability

Coordinating orders, installations, operations, sales, billing, fulfillment

Designing sound systems based on construction requirements and

architectural plans

Managing business to business accounts: single-location shops to multi-

location chains,

corporate offices, retail, convenience, food service, restaurant, medical,

civic,

manufacturing, salon/spa, property management, fast food QSR, financial,

insurance

Utilizing consultative approach with subjective communications products and

services,

including television, music, digital signage, music video, advertising

messaging; drive-thru equipment, sound system equipment, and maintenance

plans

Managing stringent key metrics, retention targets, and net gain goals in

partnership with Account Executives

Inside Client Relations Representative, 2000 - 2004; second position

Assisted in creating the position with regional management

Position success contributed to roll out of Corporate team

Was one of the first front line resources in the company for all customer

issues, complaints, contract renewals, and cancellation attempts

Trained new Sales Coordinators, Coordinators, Account Executives, Account

Managers, office staff and Client Relations Representatives

Provided direct administrative support for Client Relations Manager; served

in his role as needed

Sales & Marketing Coordinator, 1998 - 2000; first position

Selected to design Power Point presentation for corporate partnership;

commended by CEO in 2000

Provided consultative and ad hoc marketing support to managers, executives,

sales, and

specialists

Managed creative marketing communications projects: targeted letters,

proposals,

and Power Point presentations, including original audiovisual content and

templates, mailings, collateral kits, and proposals

Wrote ad spots for customer telephone marketing messages

Coordinated Yellow Page advertisements, wrote event/trade show program ads

Analyzed database information to assist with developing vertical market

campaigns

Consulted as a primary resource by sales, support personnel, customer

service, and managers on products, pricing, and business positioning

Ensured consistency of all communications within brand standards

Coordinated all trade shows and events

Provided software and hardware PC support and repair; trained staff on use

of laptops, proprietary presentational program, ACT, and Microsoft Office

Recognized for keen ability to learn new software and then teach to others

Trained new hires in sales support and database usage

Managed marketing collateral inventory

Trans World Entertainment, South Dennis MA and Hyannis, MA

1995-1998, Senior Store Manager

Managed retail sales, merchandising, inventory, loss prevention, staffing,

performance management and appraisals as well as customer service and

training in multiple units

IT & Software Skills

Proficient in Microsoft Office suite and earned high scores in Robert Half

testing, PC hardware & software support, PC repair, DSI, ACT, CRM, and CRS,

MS Office

Education

2008-P resent

Manchester Community College, Manchester, CT

Pursuing Computer Network Technology and Computer Maintenance Technology

Certification programs; Dean's List

1991-1995

Westfield State College, Westfield, MA

B.A., Mass Communication Marketing Management

Course of study: public relations, journalism, copy writing, advertising

techniques and strategies, propaganda and persuasion, foundations of

media research, inter-cultural communication and organizational

communications

College Internship: MTV Networks, New York, NY:

Production Research/Production Assistant Intern

Wrote weekly newsletter and resource journal used by copywriters to script

popular television shows; earned an A+, graduated Dean's List

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