Customer Service Sales

JAMES R. CARSON

*** *** ******** *** ( Sautee Nacoochee, Georgia 30571

706-***-**** ( *****.******@*********.***

Training Specialist / Customer Service Trainer

Sales Manager, Business Coach, Sales Training

Strong, dynamic leader, business development professional, and training

specialist Expertise in driving sales and designing and facilitating

performance-based sales, marketing, and employee training programs. Skilled

at implementing and maintaining highly rated customer service quality

standards and conducting training development needs analysis to identify

knowledge and skill sets as well as developing a team environment for

managers and employees. Confident communicator and public speaker able to

interact with workers at all levels, from entry-level to C-level, and

recommend / implement change while maintaining morale.

. Designing and delivering performance based sales and marketing

training programs.

. Facilitating seminar and group training presentations for business and

personal development.

. Developing continuing education programs for management and employees.

. Conducting training and development needs analysis to identify

knowledge and skills sets.

. Providing "train-the-trainer" instruction to manager and supervisory

personnel.

. Implementing highly rated customer service quality standards.

Training and Development ( Public Speaking ( Coaching / Mentoring

Subject-Matter Expert (SME) ( Consultative Sales ( Strategic Sales Planning

( P&L

Sales Analysis( Relationship Building and Management ( Leadership (

Decision-Making

Customer Service ( Education ( Negotiations ( Motivation ( Communication

PROFESSIONAL WORK EXPERIENCE

JAMES CARSON & ASSOCIATES, Sautee Nacoochee, Georgia ( 2003-Present

Business Coach and Training Specialist

Consulting and training firm, specializing in business development and

training for the retail and business services industry, employee training

and product development and education. Designed, developed and presented

training seminars and on site workshops for business leaders and employees

across the U.S. and in the Caribbean for international training company.

Topics include the negotiation process in sales and purchasing,

communications for better business results, multi-unit management, customer

service, marketing, business development and the sales process.

C.G. CONN, INC., Elkhart, Indiana ( 2000-2003

District Sales Manager

Managed (35 units) Southeastern U.S. territory retail accounts, including

implementing sales and marketing programs, training sales and customer

service teams, and providing sales and merchandising support. Product

trainings and mentoring for sales teams, and business owners.

DRAISEN EDWARDS MUSIC CENTER, Marietta, Georgia ( 1987-2000

Retail Operations General Manager

Retail profit center management (multi unit, included 3 branch stores and 6

affiliates) 10 years/ Spearheaded all aspects of the operations including

supervising business development, sales and sales training, forecasting,

budgeting (full P&L accountability), purchasing, staffing and staff

development Trained employees in customers service, product sales and best

practice business skills.

DAYS INNS OF AMERICA, Atlanta, GA ( 1985-1987

Call Center Customer Service Manager/Trainer

Customer service trainer for international hotel chain call center.

Successfully trained and managed customer service representatives in all

aspects of telephony, sales and customer service best practices. Provided

classroom and on-the-job training for all team members from the new hire

certification through to the needs assessed reoccurring training.

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Training Experience and Skills

. Business Consultant Accreditation, Institute for Independent Business;

. Professional Training Specialist - Business development consultant and

business trainer.

. Business Skills and Management Trainer - Seminar and group training

and platform speaker.

. Retail Profit Center Manager - People development, sales and marketing

training.

. District Sales Manager -Territory Account Management, product training

and support.

. Customer Service Trainer -Trainer for international hotel call center.

. Professional Educator - Public school educator Georgia Public Schools.

Training, Sales, Marketing

. Professional speaker and trainer. Facilitated public seminars and on-

site training to company executives, sales staffs, and employees.

Topics have included negotiations and communications, multiple site

management, business and sales development, customer service,

management and personal development.

. Retail profit center operations and sales management including an

outside sales team. Responsibility for the all phases of multi unit

operational management Provided training, coaching and mentoring to

full-time and part-time associates and new hires in all aspects of

customer service, sales methodology and product knowledge

. Designed, developed, and implemented training programs on customer

satisfaction, product knowledge and sales and marketing strategies.

Emphasis on business growth, the customer experience, product design

and benefits, staff development, and the sales process.

. Customer service supervisor and trainer for international hotel chain

reservation call center. Successfully trained and managed CSR in all

aspects of sales and customer service best practices. Provided

classroom and on-the-job training for all team members from the new

hire process to the needs assessed reoccurring training.

. Eleven-year experience as a professional educator. Developed and

implemented a successful classroom management and presentation style

to enable all levels of learners to understand subject materials and

be successful in implementing the processes being taught.

. Successfully administered the duties of District Sales Manager for an

international manufacturer. (Wholesale to Retail) Responsibilities

included account management and development, implementation of

regional and national marketing and training development programs as

prescribed by company recommendations and client needs. Facilitated

product training and development, customer service and sales training

and support to business owners, senior management, sales associates

and other key influencers.

EDUCATION

Bachelor of Education

University of Georgia - Athens, Georgia

Graduate Studies in Education

University of Georgia - Athens, Georgia

Continuing Education, Training And Certification

Training Development Certification, Brainbench, Inc, Professional Seminar

Training Certifications Sales Training Program, Miller Heiman; Business

Consultant Accreditation, Institute for Independent Business; Dale Carnegie

Institute, train-the-trainer courses.

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