Customer Service Sales

Dennis D. Williams

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

Address:

City: Blacksburg

State: VA

Zip: 24062

Country: USA

Phone: 540-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

OBJECTIVE: Seeking a Development Officer position or other suitable occupation utilizing my extensive experience in Risk Management, Persuasive Negotiations, Organization, Marketing, Sales and Customer Service. SUMMARY OF QUALIFICATIONS: Over 25 years of extensive experience in planning, organizing, evaluating and completing a variety of client/service assignments in a timely and complete manner. Capable in training and leading employees, clients and customers in obtaining desired results. Adept in negotiating settlements, fostering contracts and resolving disputes. Experienced in analyzing, evaluating and resolving minor to complex claims and/or other related issues. Skilled in using various computer software programs and hardware equipment applicable to the required job function. STRENGTHS: Dynamic and highly motivated, thorough and precise in attention to details. Excellent analytical and organizational skills with emphasis on preparing and completing clear comprehensive reports and complex varied assignments for executive-level management while working independently or in team environments; all within a timely manner. Highly dependable, loyal, engaging and comfortable with public speaking. Artful in establishing excellent rapport and relationships with clients. Gifted in probing and uncovering people's needs while developing, cultivating and retaining long-term relationships with leadership, co-workers, staff and potential donors.

Educational Background:

High School Dipolma from Virginia Polytechnic Institute and State Universit, Blacksburg VA 1/2001 to 6/1987 (Geography)

Job History / Details:

Professional Overview

OBJECTIVE: Seeking a Development Officer position or other suitable occupation utilizing my extensive experience in Risk Management, Persuasive Negotiations, Organization, Marketing, Sales and Customer Service.

SUMMARY OF QUALIFICATIONS: Over 25 years of extensive experience in planning, organizing, evaluating and completing a variety of client/service assignments in a timely and complete manner. Capable in training and leading employees, clients and customers in obtaining desired results. Adept in negotiating settlements, fostering contracts and resolving disputes. Experienced in analyzing, evaluating and resolving minor to complex claims and/or other related issues. Skilled in using various computer software programs and hardware equipment applicable to the required job function.

STRENGTHS: Dynamic and highly motivated, thorough and precise in attention to details. Excellent analytical and organizational skills with emphasis on preparing and completing clear comprehensive reports and complex varied assignments for executive-level management while working independently or in team environments; all within a timely manner. Highly dependable, loyal, engaging and comfortable with public speaking. Artful in establishing excellent rapport and relationships with clients. Gifted in probing and uncovering people's needs while developing, cultivating and retaining long-term relationships with leadership, co-workers, staff and potential donors.

Skill Highlights

Cold calling

Positive attitude

Talented public speaker

Contract negotiations

Strong communication skills

Leadership/communication skills

Strategic brand management

Cross-Cultural communications

Self-motivated

Internet savvy

Listening skills

Hospitality expertise

Customer relations

Negotiations expert

Community outreach

Multi-Task management

Achievements

Process Improvement

Created, recommended and launched a Claims Implementation Plan which resulted in a significant reduction of pending backlogged claims and targeted to manage and improve the overall claim handling process.

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Directed redesigned inventory analyst process and led team of employees in the Marketing/Re-grand opening of an active voluminous retail super center store.

Customer Service

Handled High Net Worth & Affluent clients effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency and resolution.

Acted as the department's "go-to" person for challenging calls and as the primary mentor for new employees.

Sales

Proactive in assisting in the marketing strategies and growth in both client base and overall sales for small and large restaurants, retail establishments, health club, and dance studio.

Unique and skilled selling techniques fostered and promoted continued repeated highly satisfied customers.

Met or exceeded sales goals during contestants, sales drives or for job requirements.

Professional Experience

April 2012 to Current

Ace Private Risk Services Salem, Virginia

Automobile Claims Liability Specialist

Primarily responsible for contacting policyholders, claimants, and witnesses to evaluate and determine the legal liability regarding automobile property damage claims involving, affluent and high net worth clients while delivering prompt, courteous claim service.

Ancillary responsibilities, included, but were not limited to: Maintaining 2 hour contact with all involved parties; analyzing and authorizing both 1st and 3rd party payments based upon repair estimates and total loss reports; obtaining and analyzing statements from all primary parties leading to the negotiation of settlements with individuals and or attorneys; examination and verification of policy contracts confirming coverage in force, and constant updating of electronic claim file.

Handling and resolution of Hurricane catastrophe home owner property claims.

January 2002 to Current

Sapphire Ballroom & Dance Center Christiansburg, Virginia

Ballroom Dance Instructor

Trained and skilled in teaching individuals, small and large groups involving diverse goals of dance techniques, styles and levels.

Adept in identifying the client's needs and implement suggestive selling techniques in successfully matching those needs with optional instruction packages.

February 2007 to Current

Carrabbas Italian Grill Roanoke, Virginia

Trainer/Server

Up-sold additional menu items, beverages and desserts to increase restaurant profits.

Took necessary steps to meet customer needs and effectively responded appropriately to guest concerns in resolving food or service issues.

Resolved guest complaints promptly and professionally.

October 2011 to March 2012

JK Moving Services & Storage Company Sterling, Virginia

Claims Director

Directed and managed Claims Team by bringing leadership, structure and organization to the claims department in the investigation and settlement of cargo property damage claims.

Primary responsibilities included gathering and analyzing statistical claim data using spreadsheet reports for the purpose of reducing claims for the company's business clients: Military, Commercial, State Department and COD customers; Reporting to the Director of Operations and VP of Household Goods division with weekly results of outstanding claims and their pending status.

Handled a variety of claim issues using innovative ideas during the reduction of overall pending claims while directing Claims Unit to achieve weekly measured goals.

November 2006 to August 2011

Railroad Risk Management, Inc. Roanoke, Virginia

Claims Manager

Responsible for the investigation, evaluation and administration of all types of railroad incidents including employee injuries (FELA), crossing accidents, trespasser incidents, third-party property damage, cargo loss and damage, derailments and catastrophic events.

Ancillary responsibilities, included, but were not limited to: Analyzing and authorizing payment of property damage claims based upon proper documentation; evaluating medical records and preparing analytical e-mails and technical reports to various clients; negotiating and resolving claims with individuals, attorneys and third party administrators; obtaining and analyzing interviews and/or or statements of train crew, witnesses, and claimants; inputting, manipulating and maintaining an internal and external comprehensive claim database.

August 2005 to March 2006

Meijer Retail and Grocery Super Center Kettering, Ohio

Manager-Team Leader

Hired as an inventory analyst associate and later promoted to a 40-hour team leader and subsequently to a salaried 48-hour department manager - all within 90 days of employment.

Directed redesigned inventory analyst process and led a team of 8 employees through re-grand opening of Super Center.

Supervised team of 12 to 15 hourly employees for restaurant Cafe and deli operations in a high volume grocery/merchandise retail establishment while maintaining excellent customer service, conflict resolution, work-area sanitation, inventory control, and store policy.

August 2005 to October 2005

Sears Kettering, Ohio

Large Appliance Sales Representative

Described merchandise and explained operation of merchandise to customers.

Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Recommended merchandise based on customer needs.

Explained information about the quality, value and style of products to Influence customer buying decisions.

September 1987 to March 2005

State Farm Automobile Insurance Roanoke, Virginia

Senior Claims Representative

Responsible for contacting and meeting with policyholders, claimants, law enforcement officers, and attorneys to examine, evaluate and negotiate claims regarding property damage, personal injuries, conduct accident scene investigations.

Ancillary responsibilities, included, but were not limited to: analyzing and authorizing payment of collision and property damage claims; receiving and evaluating medical reports and preparing analytical reports for bodily injury claims; obtaining and analyzing statements of policyholders, witnesses, police officers and claimants leading to the negotiation of settlements with individuals and attorneys.

Received, organized, evaluated, and completed up to 60 active outside task assignments per month while managing an assignment territory covering over 20 counties in Southwest Virginia.

January 1980 to September 1987

R & H Industries, Inc. Remington, Virginia

Sales Representative/Supervisor & Clerk

Operated a cash register to process cash, check and credit card transactions.

Recommended merchandise based on customer needs.

Responsible for daily store opening, register reconciliation, replenishment and overall sales.

Education

1987 Virginia Polytechnic Institute and State University Blacksburg, Virginia

Bachelor of Arts Geography

Organizations & Committees

Va Tech Corp of Cadets - Former cadet - 1982 to 1984

Va Tech Regimental Band - Former musician - 1982 to 1984

Va Tech Southern Colonels - Former musician - 1982 to 1984

Va Tech New Virginians - Former Dancer/Singer - 1984 to 1987

Va Tech Football - Former Stadium security - 2008

Chowning Place Homeowners Association - Former Vice President - 1990

Remington Fire & Rescue Squad - Former EMT & firefighter - 1979 to 1987

Summer Musical Enterprise - Member & performer - 2001 - present

New River Stage - Current member & performer - 2009

New River Valley Scuba Ctr. - Former member - Adv. Diver - 1990 to 1993

Blacksburg Police Department - Citizen Academy - 2000

The Weight Club - Former member and instructor - 1995 to 2005

Blacksburg United Methodist Church - Member and musician - 2003 - present

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