Customer Service Sales
Resume:
James K. Hoeft
Commerce, MI **382
********@*****.***
Career Objective:
Seeking an opportunity utilizing Leadership, Customer Service, Human
Resources, Sales and Academic experience.
Keller Williams Realty, Commerce, MI
3/09-Present
Real Estate One, Commerce, MI
3/97-11/97 & 9/04-3/09
Assistant Manager/Sales Associate-Realtor
Generate buyer and seller prospect leads through cold calling, floor time,
open houses, target mailings and referrals.
Conduct presentations on listing, buying, competitive market analysis and
customized marketing services.
Sell $3-4 million in residential real estate annually achieving multi-
million dollar producer status and awards each year.
Earned Top Producer award for highest sales volume at Real Estate One-
Commerce for 2007 and 2008 consecutively.
Over 70% of my business is referral-based by providing outstanding customer
service to my clients.
Compuware Corporation:
5/99-9/04
Account Manager, DevPartner Inside Sales, Detroit, MI
5/03-9/04
. Created and implemented Sales strategies focusing on new and
existing customer interest for DevPartner, Compuware's suite of
Microsoft and Java-based development productivity tools. Sales and
objectives included new DevPartner product licenses and maintenance
renewals, as well as cross-sell lead opportunities for QA, Optimal
J and CARS.
. Worked closely with Field Sales and Sales Management within
Michigan territory in crafting value-added product solutions, while
at the same time met and exceeded customer and individual sales
quota expectations.
Manager, Human Resources Shared Services, Farmington Hills, MI
11/01-5/03
. Lead a staff of 5, including 1 Supervisor, in all areas of the
Human Resources C.A.R.E. Center, Compuware's HR call center
responsible for resolving U.S. employee contacts related to welfare
benefits, stock options, education assistance, payroll,
verifications of employment, time off and other Human Resources
issues.
. Managed a staff of 9, including 1 Supervisor, in all areas of the
Human Resources Processing and File Room groups. Responsible for
all transaction processing including new hires, terminations,
transfers, salary and cost center, organization, location, and
assignment changes, as well as associated reporting and special
projects. File room included retention, organization, and
retrieval of all employee records. Transitioned File Room from
15,000 employee paper files to 25 CD-ROMs while maintaining
quality, data integrity, productivity and customer service.
Manager, Worldwide License Management, Farmington Hills, MI
5/99-11/01
. Lead a 7x24, 3-Shift team of 39 employees including 3 Supervisors,
5 Team Leaders, and 30 Technical Support Representatives that
provide worldwide licensing, ordering, and troubleshooting support
for all Mainframe, Client/Server and documentation products.
. Oversaw all Human Resources, training, and operations functions to
provide extraordinary client service levels while maintaining the
balance between customer satisfaction and the security of
Compuware's propriety rights.
. Implemented employee compensation, hiring profile, 5-level job
classification, career banding, performance management, system
enhancements, and training programs to eliminate previously high
employee turnover and low retention rates on-time and within
budget.
Ameritech:
11/97-5/99
Service Manager, Ameritech Client Services, Corporate Business Unit,
Southfield, MI 2/99-5/99
. Lead a team of 15 Service Representatives in order issuance,
billing, inventory management, and product repair.
. Maintained team targets of service order accuracy, productivity,
acknowledgement on time, client satisfaction, governance, quality
and professionalism.
. Supported all internal Ameritech client units including Business,
Network, Consumer, Long Distance and Pay Phone through access
lines, circuits, ISDN, cellular, paging, 800 service, calling
features and calling card products.
Area Sales Manager, Ameritech Business Solutions Center, Enhanced
Business Unit, Detroit, MI 11/97-2/99
. Managed and motivated 20 union call center employees in all sales
and operations functions, interfacing with local union stewards and
leadership as necessary through the grievance, labor review board
and hearing processes.
. Observed, monitored, and coached employees in areas of product
upselling, branding, quality and customer service.
. Performance-managed team in key areas of revenue attainment,
accessibility, service order accuracy and productivity.
Electronic Data Systems (EDS):
9/87 - 11/96
Services Account Manager, Customer Service Technologies Division,
Farmington Hills, MI 7/96 - 11/96
. Built and maintained post-sale client/server help desk
relationships through service maintenance activities.
. Complied with contractual customer service levels and orchestrated
operational improvement plans.
. Ensured consistency in areas of quality, metrics, reporting and
policy across multiple help desk customer accounts.
Sales Representative, Client/Server New Business Development Team,
Farmington Hills, MI 9/95 - 7/96
. Developed and implemented multi-industry, inbound and outbound
client/server help desk solutions.
. Provided proposal writing, costing, staffing models, sales
presentations and relationship management activities.
. Sold over $60 million in revenue to client/server help desk
customers including Citicorp, Sprint and A.T. Kearney.
Account Operations Manager, Cadillac Consumer Relations Center,
Warren, MI 12/93 - 9/95
. Managed 6 Supervisors and 100 call center employees in all Human
Resources, operations and training functions.
. Developed, implemented, and monitored operational, quality,
technology, and staffing initiatives to ensure maximum employee
productivity and value-added customer service in a leading edge
call center environment.
. Forecasted and maintained a $4 million budget for 100 employees
within a 5% variance.
Service Relations Supervisor, Cadillac Consumer Relations Center,
Warren and Detroit, MI 4/92 - 12/93
. Managed Human Resources functions of 15 Customer Service
Representatives including performance reviews, salary and benefits
administration, recognition, hiring, firing, outplacement, class
registration, event planning and budgeting.
. Screened, scheduled, interviewed and hired call center applicants
maintaining < 10% employee turnover.
. Developed and served as Chairman of the Cadillac Account Diversity
Committee.
Corporate Recruiter, Staffing/Campus Relations, Troy, MI
8/89 - 4/92
. Interviewed and matched internal employees to various account
positions from clerical to management-level.
. Presented resume writing, interviewing techniques and outplacement
workshops.
. Interfaced with key faculty, students and community organizations
through on-campus interviewing, workshops,
Presentations and career fairs. Territory included
Michigan/Ohio, as well as targeted minority universities throughout
Ohio, Washington DC, North Carolina, Georgia, Louisiana and
Texas.
. Sourced, screened, and interviewed external applicants for
services, project manager, technical, customer support, financial,
clerical and systems engineering opportunities on client and
corporate accounts.
Sales Representative, Dealer Systems Division, Troy, MI
2/89 - 8/89
. Promoted a dealership parts inventory system through product sales
demonstrations to key dealer personnel.
. Conducted marketing research studies and frequented dealers with
territory managers to close the sale.
Customer Assistance Representative, Chevrolet Customer Assistance
Center, Troy, MI 9/87 - 2/89
. Provided inbound and outbound customer service to Chevrolet owners
and dealers through available resources.
. Negotiated and administered "goodwill" policy adjustments to
increase customer satisfaction.
. Administered corporate policies on warranty, incentives, and service
bulletins to increase customer repurchase intent.
Education:
Walsh College, Troy, Michigan
Master of Business Administration (MBA) - Management
Western Michigan University, Kalamazoo, Michigan
Bachelor of Business Administration (BBA)
Major: Marketing
Minor: Psychology
References Furnished Upon Request
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