Sales Customer Service

Kevin Krafft

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

Address: *** * ************ ***.

City: HACKENSACK

State: NJ

Zip: 07601

Country: USA

Phone: 315-***-****

Skill Level: Experienced

Salary Range: 60

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

KEVIN M. KRAFFT

7374 E. Richmond Road

East Syracuse, NY 13057

315-***-**** *********@********.***

EDUCATION:

The Graduate College of Union University

Schenectady, NY

Master of Arts in Teaching, Secondary Social Studies, June 2004

State University of New York at Albany, Albany, NY

Bachelor of Arts in History, Minor in Psychology, Cum Laude, May 2003

WORK EXPERIENCE:

April 2012 - Present The UPS Store. East Syracuse, NY

Store Manager

* Open, close the store on a daily basis

* Expert sales techniques, including selling up, building rapport, closing the sale, and handling customer complaints

* Work directly with B2B operations

* Exceed customer expectations by providing world-class customer service

* Expert design and printing capabilities

* Market the store to local busineses and customers

* Provide training for new employees

* Handle all office operations, such as paying bills, bank deposits, collecting payments from house accounts and sending out invoices.

December 2011 - March 2012 General Dynamics Information Technology

Washington D.C.

Senior Trainer

* Proficient in dealing with internal customers that are reluctant to change.

* Analyze business documents and prepare trainings that exceed objectives.

* Managed a team of trainers and instructional designers.

* Created a large Google training project for the Federal Energy Regulatory Commission that led a smooth and successful transition from Outlook to Gmail despite some internal pushback.

* Developed Computer-based trainings for government use.

* Adobe Captivate used proficiently

April 2011 - September 2011 Connections Academy. Baltimore, MD

Instructional Designer

* Created online trainings for student orientation courses using Adobe Captivate.

* Utilized Adobe Captivate to mimic Flash, which created more visually appealing Computer Based Trainings, yet were easier to update as needed.

* Prepared scripts, storyboards, and coordinated audio recordings.

* Converted Flash-based trainings into Adobe Captivate format.

* Followed the ADDIE model of instructional design.

* Proficient in SnagIt and PhotoShop programs to capture and edit a variety of image types.

* Knowledge of Audacity and KRISTAL audio editing software.

* Performed duties in the office and at home using Citrix Remote Desktop.

* Maintained Vault file storage system.

August 2010 - October 2010 Arbitron, Inc. Columbia, MD

Technical Writer/Trainer for Panel Services Department

* Developed, implemented and conducted training for new hires as well as on-going training programs on recruitment practices, field coaching, equipment troubleshooting, methodology, and utilization of web based applications

* Proficiency in training internal customers that are reluctant to change.

* Developed, documented and maintained a variety of manuals, presentations, training bulletins and job aids

* Ensured adherence and consistency to research methodology and established procedures among field staff

* Provided performance-related feedback and coaching in individual and group settings

* Monitored staff in the field to measure performance and ensure adherence to established methodology and procedures

June-July 2010 National Institute of Governmental Purchasing Herndon, VA

eLearning Developer

* Designed and developed eLearning/distance learning offerings

* In conjunction with subject matter experts (SMEs), developed course products using existing content and evaluated and modified training curriculum

* Identified alternative approaches for content delivery utilizing multiple modes of delivery

* Designed eLearning & web portal in partnership with LMS vendor

* Ensured all training courseware functions accurately and conforms to established standards and styles

* Developed assessments to ensure course objectives are met

Conducted on-line training for NIGP Online Instructors

October 2007- March 2010 Walden University Baltimore, MD

Enrollment Trainer and Instructional Designer

* Analyze, Design, Develop, Implement and Evaluate new e-Learning technology programs

* Utilize Adobe Suite to develop trainings

* Recognized at National Leadership Conference in San Juan, Puerto Ruco for creating an Onyx lead management system online training and instructor-led training for Enrollment Advisor Certification program

* Specialized in training internal "pushback" employees and getting them on board for new organizational changes.

* Schedule, organize and conduct New Hire training for all new sales employees

* Conduct product uptrainings and train sales force on new program rollouts

* Assess training and development needs of the sales force

* Reinforce and enhance management goals for the sales force

* Provide communication on quarterly scorecard performance to sales force

* Work with Vice President of Internal Sales, Site Directors, Enrollment Managers, and Curriculum Developers for all corporate sites to develop, deliver, and meet objectives for sales force

* Maintain Sharepoint communication site

February 2007- October 2007 Walden University Baltimore, MD

Enrollment Advisor

* Consistently exceeded quarterly sales goals

* Responsible for guiding prospects through the enrollment process

* Awarded by the External Sales department for outstanding ability to motivate prospects to attend Field Marketing Conversion Sessions

* Managed and organized an individual pipeline of 400+ leads

COMPUTER SKILLS:

* Microsoft Word, Excel, PowerPoint, Outlook

* SnagIt

* PhotoShop

* Audacity

* Adobe Captivate 5.5

* LotusNotes

* Adobe Soundbooth

* Sharepoint

* Learning Management Systems

PROFESSIONAL ASSOCIATIONS:

Member, New York State United Teachers, 2004

Member, Phi Alpha Theta (National Historian Honors Society), 2003-Present

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