Customer Service Sales

Steven J. Dean

*** **** ***** - *********, ********* 37211

Phone: 615-***-****

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

STRENGTHS

Leadership, Training and Management experience; excellent writing and speaking skills

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Advanced facilitation skills; experienced curriculum designer and developer

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Innovative with employee development; Recruiting and Performance management advisor

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Demonstrated sales and sales management success on national level

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SALES AND MANAGEMENT EXPERIENCE

Consulting: Training and Marketing Consultant (2008 – 2010): Training documentation and facilitation;

curriculum development for healthcare training, sales and medical bill review; marketing for small companies.

Call Center Supervisor – T-Mobile, USA (6/2007 – 11/2008) (decision to start consulting business)

• Coached team to number one position in center quality, performance, and values.

• Managed and documented performance; trained new products and policies; managed career development

• Moved team quality and performance forward above center, regional, and national goals

• Tracked with performance management and quality metrics software

• Accomplished all bonus calculation, quarterly and annual budget planning

Manager of Training, Design, and Development – American Retirement Corporation (10/2005 – 2/2007)

(corporate staff reduction after company purchased)

• Developed and documented all curriculum, training manuals and materials for company training

• Customer Service, management training, train-the-trainer, and other training initiatives

• Facilitator and trainer; tracked and documented program success using metrics software

• Managed training budget for materials and associated costs

Marketing and Training Manager – Aim Healthcare, Inc. (10/2004 – 10/2005 accepted new position)

• Telephone and face-to-face marketing of physician credentialing and hospital privileging software

• Delivered software product presentations to purchasing committees and hospital executives

• Documented software training manuals; trained software to all executive and staff end-users

Trainer and Curriculum Developer – Long Term Preferred Care/Progeny Marketing (06/1999 – 5/2004)

(corporate division dissolved by parent company)

• Promoted to regional manager in first year; managed 19 agents

• Promoted to field trainer and asked to help redesign national sales school

• Promoted to Curriculum Developer/Writer for all company training

Sales Agent and Sales Manager – Northwest Farmer-Stockman (06/1996 – 06/1999 accepted new position)

• Sold insurance products and trained sales staff

• Represented the state agricultural magazine

• Developed marketing approach to farmers, ranchers, and rural small businesses

EDUCATION AND CERTIFICATION

• Education: BS English / BS Education / AS Business Administration

• Certification: Technical Journalism / Integrity Selling / Train-the-trainer / Management Skills Trainer /

Magic Customer Service Trainer

• Software: Contact Management Database / Microsoft Office Suite 2007 (Excel; Word; PowerPoint; Outlook)

• Adobe Development Software: HTML 4.01/ Acrobat Advanced; Illustrator Advanced/ Dreamweaver Advanced/

Flash Advanced; Photoshop Advanced/ Visio Professional Advanced/

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