Sales Customer Service

Jeff Kidd

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

Address: **** ******** ***

City: ELIZABETHTOWN

State: KY

Zip: 42701

Country: USA

Phone: 270-***-****

Skill Level: Director

Salary Range: $160,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JEFFERY N. KIDD

1407 Cornwall Avenue * Elizabethtown, Kentucky 42701

Office: 270-***-**** Cell: 270-***-**** * *********@********.***

EXECUTIVE ACCOUNT MANAGER

Driven and results-oriented technical sales expert with over 10 years of experience driving telecommunications industry growth through outstanding project management, troubleshooting, and network planning/design capabilities. Highly adept at building customer relationships, executing technical/product training presentations, and establishing engineering guidelines. Skilled in conducting competitive analysis, forging tactical plans, improving key processes, and devising custom systems/applications solutions. Comprehensive technical expertise spanning SONET, TDM, ATM, FTTx, IP, Ethernet, DWDM, ROADM, Carrier Ethernet, Metro Ethernet, Video, VoIP, ADSL, T-1, DDS, and HDSL. Effective communicator able to achieve consensus across company lines, identify new opportunities, and exceed quotas.

Project Management * Troubleshooting * Strategic Planning * Technical Presentations

Customer Service * Business Relationship Management * Process Improvement * Consultative Sales

Competitive Analysis * Telecommunications Systems * Time Management * Needs Assessment

Network Planning and Design * Training/Development * Product Documentation * Technology Integration

Engineering Guideline Development * Staff Management * Business Liaison * Resource Management

PROFESSIONAL EXPERIENCE

TELLABS, Naperville, Illinois * 2007-2012

Company offering advanced telecom network solutions.

Executive Account Manager

Channeled outstanding customer service, in-depth networking, and consultative selling expertise as Executive Account Manager and Channel Sales Manager for numerous value added reselling companies and all Independent Operating Companies (IOCs) in the United States. Implemented direct and indirect sales of telecom equipment, core products, data products, access technologies and services. Evaluated customer needs, identified new opportunities, and developed tailored systems/applications solutions. Forecasted and created 12-18 month pipeline for new sales possibilities. Built lasting relationships with management and engineering groups for supported accounts, and conducted high-impact presentations. Generated strategic and tactical plans, monitored competitive activity and key trends, and prepared detailed reports on all sales activities. Noted for effectively managing customer relationships during technical issues, liaising closely between customer, tech support, engineering, sales, and marketing. Conceived, developed, and executed formal and informal training spanning entire line of products and solutions.

Fostered significant embedded base growth through delivering technical presentations, providing regular product/feature updates, and addressing key issues.

Established track record of achieving 150% of quota for new product introduction and developments, as well as meeting 100% quota for deployed products and services.

Noted for building viable relationships with external and internal customers spanning all organizational levels.

Applied strategic selling proficiencies, incisive knowledge of functional operations, and the ability to manage multiple sales opportunities to significantly impact company profitability and fuel continued growth.

PROFESSIONAL EXPERIENCE continued...

CALIX, Petaluma, California * 2004-2007

Major telecommunications equipment provider.

Senior Sales Engineer

Enhanced viability of CenturyTel account through formulating guidelines, conducting in-depth training, and liaising closely with inside and outside plant engineers, central office engineers, planners and managers. Traveled to customer locations to provide dedicated on-site engineering support. Assessed needs, addressed pressing issues, and prioritized effective communication. Recognized for outstanding troubleshooting, as well as timely completion of upgrade and installation activities. Developed installation and application guides, forged methods of procedures (MOPs), and created detailed engineering guidelines. Garnered praise for effective management of lab trials and FOAs. Created test plans, coordinated resources, and established schedules. Conceived and executed technical presentations, and delivered hands-on training courses. Communicated customer product requirements and concerns to Calix engineering team and senior management.

Bolstered customer understanding through creating application guides and engineering guidelines, as well as executing technical and product training presentations.

Provided dedicated support to Account team, exceeding sales quota 3 years in a row.

ADVANCED FIBER COMMUNICATION, Petaluma, California * 1998-2004

Provider of broadband access solutions for telecom industry. Purchased by Tellabs.

Field Sales Engineer

Pursued and maintained strategic relationships with HQ and field-level managers, engineers, planners, and technicians at Windstream. Controlled customer expectations throughout technical issues, acting as crucial liaison between customer, TAC, and AFC engineering. Evaluated customer requests, and provided recommendations to Segment Marketing Manager and Engineering. Analyzed competitive landscape, and identified new opportunities. Noted for in-depth understanding of sales cycle and formulating effective strategies. Devised tools and customer profiles aiding tech issue resolution, enhancing satisfaction rates. Coordinated lab trials, beta trials, field trials and all FOAs. Communicated FSB, PCN, and product MD notifications to account managers. Worked closely with customers in developing and tracking project rollouts and upgrades. Conducted post and pre-sales formal and informal training. Tracked outstanding tasks and projects, monitored progress, and provided regular status reports. Hosted bi-weekly customer -Open Action Item- meetings, as well as weekly Product Qualification meetings with Test Engineering. Recognized for comprehensive technical knowledge spanning SONET, IP, ATM, ADSL, T-1, DDS, HDSL, ISDN, POTS, and Radio technologies.

Developed and implemented customer-specific training programs and documentation, including Quick Start training, Technology Day training, ADSL deployment guidelines, and escalation procedures.

Worked closely with customers in optimizing critical processes, greatly increasing installation, testing, provisioning, and troubleshooting effectiveness of AFC equipment and software releases.

PROFESSIONAL EXPERIENCE continued...

ADTRAN, Huntsville, Alabama * 1994-1998

Prominent provider of networking and communications equipment.

Tech Support Engineer

Delivered on-site assistance spanning complete product line to all regional Bell Operation Companies, independent telephone companies and outside sales, utilizing well-honed project management, communication, and technical expertise. Forged troubleshooting guides, reviewed and revised product documentation/data sheets, and provided crucial input for tech notices and white papers. Assessed system-level problems, and escalated issues to appropriate product groups for speedy resolution. Offered system and circuit-level application support and solutions for both existing and prospective customers. Championed the development of tailored training programs, and executed sessions for both company staff and customers.

Served as Lead Engineer for high-bitrate Digital Subscriber Line (HDSL) product line, ensuring rapid customer adoption through creating Quick Start and Troubleshooting guides.

Supported Integrated Services Digital Network (ISDN), Digital Data Service (DDS), and T-1 technologies.

ADDITIONAL EXPERIENCE

Systems Engineer, MCI

Systems Controller, United States Air Force

EDUCATION

Bachelor of Arts in Telecommunication Management

Athens State University

Associate`s Degree in Electronic Systems Technology

United States Air Force Community College

ADVANCED TRAINING

Telecommunications Systems

Network Planning

CCNA Training

Mobile Communications

Switching Principles

PROFESSIONAL CERTIFICATION

Telecommunication and Computer System Control, United States Air Force Technical College

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