Customer Service Sales
Resume:
Thomas LaBeck
Email: *********@********.***
Address: **** ********* **
City: Plainfield
State: IL
Zip: 60586
Country: USA
Phone: 815-***-****
Skill Level: Management
Salary Range: $65,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Thomas LaBeck
1922 Crosswind Drive, Plainfield, IL 60544
*********@********.***
MANAGEMENT PROFESSIONAL
Several years of supervisory and management experience in customer service, sales, and marketing. Developed product promotions and training programs to exceed sales goals. Performed staff recruitment, training, and development. Handled large-scale marketing projects and product launches that produced added revenue. Communicated effectively with staff, co-marketers, vendors, and executive management, and guided complicated projects from concept phase through operational status.
PROFESSIONAL EXPERIENCE
WHEELS INC, Des Plaines, IL 2005-2012
Supervisor Driver Services Center
Supervised group of 18-20 associates to meet productivity objectives and quality standards. Coached
Associates with real time feedback for expected results. Interviewed and recruited candidates.
Maintained coaching logs and kept employees updated on their performance.
* Teams achieved or exceeded all productivity goals. Included were AHT, calls per productive hour, schedule adherence.
* Teams have maintained a quality average above the set standard for 27 straight months. Have scored exceptional on yearly review in quality for 4 of 5 years.
* Developed an access database to store data and employee coaching logs to increase productivity of supervisors. Previously this was maintained in manual logs.
SBC COMMUNICATIONS, Chicago, IL 1998-2004
Sales Planning/Channel Delivery, 2003-2004
Launched product promotions and company-wide marketing campaigns. Wrote training materials to assist in product launches. Negotiated with outside vendors to supply promotions.
* Successfully exceeded sales goals in each calendar year.
* Worked with Disney/Pixar to cross-market the movie -The Incredibles.- Collaborated with department heads from both companies to develop campaign. Delivered additional advertising to benefit SBC.
* Was rated Exceptional in all reviews while in the position.
* High Speed Internet sales increased 21% while managing the product.
* Cellular sales increased 29% while managing the product.
* Traveled to all SBC Midwest Call Centers and trained the consultive sales approach which resulted in close rates increasing by 9%. Received Presidents Award for outstanding contribution to the company, 3rd quarter, 2004.
Sales Manager/Call Center Operations, 1999-2003
Supervised 25-30 inside sales associates, performing recruitment, training, and retention. Oversaw recruitment and retention for 180 call center employees. Refined and implemented new projects.
* Designed -The Art of Sales Coaching and Accountability- and trained call center managers.
* Used variety of coaching methods including daily monitoring, feedback sessions, and documentation to improve the productivity of the work force. These skills earned 2 Vice Presidents awards as a manager.
* Teams that were coached were the #1 team in the Midwest region 17 out of 48 months as a manager.
* SBC entered long distance phone market. Handled training and launch procedures for five-state region. Midwest reached one million customers in the fastest time of any region. Received President`s Award for outstanding achievement, 4th quarter, 2003.
* Was office lead in developing the standard call flow process which was used company wide.
* Teams were rated in the top 5 in every month for Customer Service achievements.
* Was office lead in the recruitment and hiring of employees.
Customer Service/Inbound Sales Representative, 1998-1999
Responded to inbound customer-billing inquiries. Explained products and services after determining customer needs. Exceeded company objectives and customer satisfaction goals.
* Was the #1 sales representative 3 times and in the top 10 in every quarter in the position.
* Earned the Sales Recognition Trip in all 8 quarters as a Sales Representative.
* Scored Superior or Exceptional in every month for achieving Customer Satisfaction Levels.
COMPUTER SKILLS
Proficient in Microsoft Office products including Word, Excel, Outlook, and PowerPoint. Trained in workforce management tools including, IEX, Blue Pumpkin, Avaya, and CMS.
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