Sales Customer Service
Resume:
JAMES A. CAPEHART
Westerville, OH 43082
*********@*********.***
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SUMMARY OF QUALIFICATIONS
26 years of experience in the discipline of operational management and client relations. Areas of
concentration and expertise include account management, office and financial operations, phone center
management, order entry, inventory, and human resources. Demonstrated strengths in new product policy
and procedural implementation, creation and implementation of workflow efficiencies, procedural
improvements, public relations, telemarketing and sales.
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EDUCATION
Bachelor of Science in Business Administration
West Virginia University, Morgantown, West Virginia
Major: Marketing
PROFESSIONAL EXPERIENCE
CollegeAdvantage, 1999 – Present
CollegeAdvantage is one of the largest 529 college savings programs in the United States with over 600
thousand participants and over 4 billion dollars under management. CollegeAdvantage offers a wide
variety of financial products for the consumer in the area of saving for higher education.
Director of Operations
• Designed and implemented operational functions for multiple product developments and launches
during organizations unprecedented growth. The organization went from offering one product
option with 20,000 accounts in 1999 to offering 23 complex products today with over 220,000
accounts.
• Responsible for all aspects of client services within all product lines and manages call center and
processing staff.
• Responsible for oversight and coordination of connectivity with multiple vendors regarding
telephone/communication, data and workflow systems.
• Improved existing redemption request processing resulting in a reduction in turnaround time from
10-14 days down to 3-5 days while experiencing a doubling in request volume.
• Created streamlined workflow procedures and enhancements allowing for unprecedented
program growth while maintaining existing staffing levels.
• Lead staff through major program and product changes with less than 1% turnover.
• Implemented new phone management system, functions and recorded lines improving the client
experience and service level standards.
• Responsible for forecasting, developing and maintenance of departmental budget.
• Serve as operational liaison with business partners, including investment companies, banking
institutions, lockbox processing center, and printing/fulfillment house.
• Implemented processing and daily reconciliation enhancements reducing the number of items
processed via the lockbox center resulting in a 70% cost reduction.
• Member of Senior Staff and comfortable interacting on a daily basis with all levels of
organization including, Board of Directors, Legal, Financial and Technical representatives.
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JAMES A. CAPEHART
Drustar Drug Control Systems, 1985 – 1999
Drustar was a national leader in the provision of long term care medication administration systems and
supplies. Drustar was purchased by Artromick International in 1999.
Manager, Customer Relations, 1992-1999
• Managed daily activities of a customer service team including order entry, technical support, and
the resolution of accounting, shipping, production and warranty issues.
• Responsible for personnel functions including recruitment, evaluation, motivation and training of
department personnel.
• Served as liaison between sales division and manufacturing division.
• Developed company “Key Account” program to aid in management of larger corporate accounts.
• Served as a member of company’s executive level operations team.
• Created company’s tracking and follow-up program for all outgoing orders.
• Developed, managed and lead company’s first 24-hour on-call service line.
• Streamlined procedures and oversaw continuous procedural improvements to reach department,
manufacturing and company goals.
Supervisor, Field Sales Support Division, 1986-1992
• Coordinated activities between the national sales force and internal manufacturing/operations
functions.
• Approved and processed equipment contracts to meet monthly goals.
• Scheduled all equipment production to meet deadline and company sales goals.
• Created sales projection reports for company executives.
• Trained sales representatives at initial hearing and at semi-annual sales conferences.
In-Service Representative, 1986
• Special assignment to major pharmacy accounts.
• Provided training to account’s own employees.
• Represented company through extensive travel within the United States.
Internal Sales Representative, 1985-1986
• Serviced and maintained one-half of the national customer base.
• Responded to customer inquiries and resolved customer complaints.
• Expanded existing customer base through outbound telemarketing.
Burris Distributing, Inc., 1983-1985
A provider of KeroSun Heater Products to regional retail and wholesale outlets.
Marketing Representative
• Developed direct mail promotional packages to generate inquiries of new products.
• Provided customer service support to maintain existing customer base, including the processing
of new customer orders.
• Performed traditional telemarketing and direct sales activities.
• Maintained inventory records and monthly sales tax reports.
REFERENCES UPON REQUEST
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