Customer Service Sales

David Wallis

* ****** **** **** . ***** Reading, MA. 01864

Home Phone: 978-***-**** Cell Phone: 339-***-**** **********@*******.***

SERVICE AND SALES OPERATIONS PROFESSIONAL

Skills Service and sales development and promotion expertise

Comprehensive customer service provision and management

expertise

Process improvement identification and implementation

expertise

Microsoft Office Suite and various ERP and CRM systems

experience

Experience & Accomplishments

Recreational Equipment Inc. Reading, MA. 2002-Present

Premier cooperative retailer of outdoor products and services.

Sales Specialist

Part time sales specialist promoting cooperative membership

and purveying a wide selection of outdoor products and

services.

Utilize technical product knowledge to enlighten customers

about attributes and differences regarding product and service

choices and options.

Regarded by store management team as exceptional (sales and

service performance rating) and by colleagues as a highly

effective resource for serving customers needs and closing

sales.

Hottinger Baldwin Measurements Inc. Marlborough, MA.

2005-2008

Manufacturer of a wide array of test and measurement products

for research, development and industrial markets.

Service Coordinator - Americas

Coordinated service provision for North, Central, and South

America.

Provided sales channel support to North American dealers.

Planned and coordinated all customer and product service sales

and delivery via a comprehensive Service Sales and Delivery

Plan utilizing internal and third party resources.

Provided customers with services such as customer site or

laboratory product and systems calibration, product and

systems upgrade and repair.

Produced positive performance metrics such as increased

customer service productivity (18% annual avg.), reduced

product return service order turnaround time (23% annual avg.)

and improved customer satisfaction

Coordinated service sales and delivery task operations to

provide collaboration between Sales, Marketing, Engineering,

Operations, and Finance to deliver peak customer satisfaction

Served as the primary resource for customer situation

assessment and escalated sales or service problem resolution

Increased Service revenue 115% (major value added services

contribution) while increasing customer satisfaction over a

three-year timeline.

Utilized ERP/CRM systems to provide visibility of account

management activities and dealer development.

Provided account development by promoting resources to close

sales and service business.

Effectively utilized Microsoft Office Suite, and other PC

applications for various reporting and communication tasks.

Echolab LLC / e-StudioLIVE Inc. Billerica, MA. 1997-2004

Manufacturer of video switchers for the television broadcast

industry.

e-StudioLIVE was the parent company of Echolab. In 2003

Echolab was sold and became Echolab LLC. Held progressively

responsible positions in my tenure with the company.

Customer Information & Service Manager

Managed worldwide customer information, sales support, and

technical support calls and email traffic for company product

line.

Provided customers/sales channel with customer service and

technical/sales support for analog and digital product groups.

Planned and coordinated all product lines equipment service.

Provided logistics and distribution operations coordination

and management.

Processed and coordinated product orders including invoice and

financials reporting.

Charged with profit & loss responsibility for the Service

group. Transitioned Service function from a loss to profit

center, with eighteen consecutive months of growth.

Production/Technical Manager

Managed the manufacturing, operations and procurement teams.

Planned and scheduled multiple product lines production.

Served as the manufacturing technical liaison to engineering

for new product introduction, engineering change orders,

hardware, firmware, and software quality assurance.

Product configuration resource to Sales & Operations liaison

to product managers.

Planned and scheduled technical support's product service.

Created new and maintain existing production control

documentation.

Forecasted quarterly procurement and production using Sales

estimations.

Manufacturing Supervisor

Supervised the technical and assembly efforts of the

manufacturing team including performance appraisals and

addition/reduction to staffing decisions.

Provided customer service phone support resolving hardware,

software, and operational problems.

Manufacturing Group Leader

Led the daily technical and assembly efforts of the

manufacturing team.

Built, installed, and demonstrated products at major trade

shows.

Promoted from Video Electronics Technician

Education & Training

Middlesex Community College - Bedford, MA. Completed Energy

Auditing coursework.

Salem State College - Salem, MA. Pursuing coursework in

Business Management

U. S. Navy Avionics Technician

Trained for and worked in the aircraft intermediate

maintenance department, avionics division as an "I" level

(component level) technician in the communications /

navigation / radar work center.

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