JAMES MOORE

**** *. **** ******. 252-***-****

Bethel, NC 27812 abmx45@r.postjobfree.com

TELECOMMUNICATIONS SALES/SERVICE/PROJECT MANAGER

Professional sales and service manager with expertise in developing

employees, managing a diverse workforce, and consumer relations. Eight

years experience in full-service hotel management and eight years

experience in the telecommunications industry, supervising a high-

performance sales team. Personal strengths include strong communications

skills, interpersonal development, project management, and team leadership.

EXPERIENCE

SPRINT/Embarq LTD/CMG, Fayetteville/Clinton/Greenville, NC 2005 -

Present

Sprint LTD Crossbound Sales Manager - Outbound/Inbound/Retention

. Provide coaching, counseling, and development for a team of new hire

representatives responsible for responding to outbound and inbound

residential consumer calls.

. Ensure representatives are adequately trained to meet or exceed sales and

service performance measurements. Assist reps with achieving goals for

Revenue, Answer Time, Adherence, Customer Perception Surveys (CPS) and

Service Observation Results. Monitor and communicate performance

expectations.

. Track employee performance to identify potential issues and/or

recognition opportunities, providing individual coaching or recommending

additional group oriented training as needed.

. Ensure representatives have knowledge of, and comply with, all company

policies, procedures, attendance, and performance plans. Implement and

communicate changes.

. Manage within company HR guidelines, providing coaching as needed, and

following company policies and procedures regarding disciplinary actions.

. Motivate workforce through teambuilding, modeling positive behavior, and

by creating a challenging work environment that stimulates personal

growth and desire for achievement. Achieving 125.27% of team sales

objective for 2008.

. Implement and manage national sales strategies and promotions. Assist

representatives with knowledge of new product and/or service offerings,

rate plans, or system implementations.

. Resolve escalated customer requests. Act as information resource for reps

on products, sales, service, and policy questions. Research problems,

negotiate solutions with customers, raise awareness of sales

opportunities or improvement in call handling, perform or assign follow-

up work, ensure customer satisfaction, and minimize chum.

. Assist in management of call center through participation on internal

projects, i.e. strategic planning assignments, internal communications,

coordinating implementation of new initiatives or systems.

Sprint LTD Sales Support Administrator/Project Management (2002 - 2005)

. Designed, communicated, and implemented local sales promotions designed

to increase net-gain incremental revenue for specific product lines and

award outstanding sales performance for representatives and the

management team.

. Implemented, coordinated, and monitored the employee performance programs

that measures and awards sales performance for CMG solutions center.

Distribute and/or train performance program criteria to the exempt and

non-exempt sales team.

. Developed and directed sales strategy plans to ensure that specific

solutions center budgeted sales quotas are met and/or exceeded.

Maintained an average of 129% sales quoted on 3 yr. average.

JAMES MOORE - abmx45@r.postjobfree.com PAGE TWO

. Acted as a communication liaison for CMG Solutions centers by attending

interdepartmental meetings and provide accurate and timely marketing,

advertising, and promotional information to the sales channels.

. Regularly conducted team building exercises and sales technique training

classes with the Solutions centers leadership team and sales

representatives.

. Managed special projects as assigned, i.e. internal operational

communications, student rush activities, team games/activities and

strategic planning assignments. Managed $65,000.00 incentive budget

Sprint LTD/CMG Representative/Sales Support Assistant (2000 - 2002)

. Developed monthly Kick Off, sales campaigns, and incentives to motivate

sales representatives to offer Sprint core products.

. Reviewed and analyzed weekly and monthly sales report to identify skill

strengths and deficiencies.

. Trained Fayetteville call center on new Corporate Campaigns and

objectives.

. Maintained budget for Sales, Corporate, and Office campaigns and

incentives.

. Managed inquiries, request, and complaints related to customer service

and resolved problems in a manner consistent with company policy.

. Used aggressive consultative selling techniques as trained to generate

high sales revenues.

. Served as team leader for the Employee Council to improve relations

between management and sales representatives.

. Sales Team Leader responsible for motivating sales representatives,

managing Sprint Sales Store and developing campaign incentives.

. Member of the Sprint Mentoring Program to help motivate and train new

hire representatives.

. Assisted in the development of the IOS system.

STOUT HOSPITALITY (Holiday Inn/Best Western/Knights Inn), Fayetteville, NC

1993 - 2000

Guest Services/Sales Manager

. Supervised all guest registration and checkout to ensure complete

customer satisfaction.

. Managed all cash handling and transfers.

. Responded to customer needs via phone, mail, or in person.

. Controlled daily auditing reports for revenue.

. Tracked labor cost to ensure budget was being followed and to prepare

budget for the next fiscal year.

. Negotiated sales contracts with corporate clients.

. Chaired grand opening of Best Western for the Fayetteville Chamber of

Commerce and monthly Business After Hours.

. Created public relation correspondences for customers, chaired guest

registration, and media control for the US Open in Southern Pines.

. Ambassador with the Fayetteville Chamber of Commerce representing Stout

Hospitality.

EDUCATION

Obtaining B.A., Business Administration, University of Phoenix,

Fayetteville, NC

INFORMATION MANAGEMENT SKILLS

PC/software skills: Windows, Microsoft Word, Excel and Publisher

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