Sales Customer Service

Terry Pink

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

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

City: Snellville

State: GA

Zip: 30078

Country: USA

Phone: 678-***-****

Skill Level: Management

Salary Range: $85,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Mr. Terry W. Pink

1542 Stonegate Way

Snellville, GA. 30078

(c)678-***-****

*********@********.***

OBJECTIVE: To obtain a career opportunity where I can utilize my education, management and employee development skills to create a dynamic work environment, while exceeding company standards.

RELEVANT SKILLS AND EXPERIENCE

* U.S. Air Force Secure Communications Systems Network Specialist

* U.S. Air Force Branch Chief of Secure Communications Systems Network Maintenance

* Planned, directed and managed Secure Communications Network support center for 7x24x365 operations

* 12 years working in Telecommunications support, Call Center and Customer Service operation at various management/support positions in a large team environment

* Worked as liaison between internal and external customers, sales, field service, order processing, and accounting to resolve status, delivery and billing issues to meet expectations

* Maintained the relationship between field services and vendor support

* Performed the coordination of field and vendor/supplier support

* Worked with vendors in the diagnosis, resolution and escalation of service issues

* Performed real-time business process and daily call flow analysis

* Sr. Manager, responsible for full center operations, managing 68-agents,14-managers, 2-remote sites, 6-business lines

* Director of Operations managed the planning, design, implementation, organization and operation of multi-state Call Centers for 7x24x365 operations.

* Served as BellSouth/AT&T migration project team member to determine SOP`s and policies for post merger call/support center integration

* Created Standard Operating Procedures to determine best practices for more efficient call center operations

* Performed project management for departmental restructure, overtime minimization and key-process determination

* Tracked and provided vendor performance results to departmental staff and executive management team

* Designed and implemented Call Center training and employee development program

* Responsible for meeting and achieving outlined service level agreements-SLA`s

* Worked with IT department and vendors to determine, define, develop, customer/technical policies

* Restructured complete Call Center operations for quality assurance accomplishment through process and procedure identification, streamlining and documentation

* Created and implemented Call Center performance metrics to the agent level

* Establish and conducted agent performance monitoring/observation program for Call Center departments

* Worked closely with HR Department to ensure that policies and procedures were accurate and consistent

* Proficient in complete suite of Microsoft Office applications

* Excellent open and proactive written and oral communication skills, completed course work for business presentation and writing skills

* Four years leading groups responsible for developing call center metrics and reporting that provided strategic overviews of business operations in the areas of SLA compliance and employee productivity

* Provided daily, weekly and monthly analysis of performance reporting and recommended solutions for any areas having downward trends

* Developed presentation and report formats used in Monthly Performance Review meetings with executive team and call/support center staff

* Developed agent monitoring procedures for each department and agent monitoring performance targets

* 18 years sales/sales support in small and large business environment

* 12 years of strategic planning for business development and implementation

* 18 years of consultative selling practices

* 18 years of sales and marketing support

* Proficient in complete suite of Microsoft Office applications

* Excellent open and proactive written and oral communication skills, completed course work for business presentation and writing skills

WORK EXPERIENCE

Market Source Corporation Alpharetta. GA

(June 2010-until end of 2012)

Program Director/ Territory Manager-Telecommunications Sales Center

Managed a high performance team of sales Professionals to successfully sell telecommunications products and services to new and existing customers through consultative selling practices. In addition, responsible for successfully managing multiple client relationships and leading the sales team to achieve key employee, process, customer and financial metrics. Developed business strategies for brand awareness, sales support and lead generation. Worked closely with AT&T business segments(NBM, GEM, BIS, PGC, SCG) to develop proposals to secure customer contracts. Worked closely with the core account teams to determine the scope, objective, sales messages, and solution that make up the proposed solution. Constructed the value proposition, the business case, negotiation, pricing, and terms and conditions. Supported sales and marketing efforts by identifying, creating, and developing a business and sales strategy for a potential customer by identifying critical business factors with customers senior management. Facilitated negotiations with customers executive team to maximize financial outcome. Positioned plans integration and implementation of new technology for customers. Developed and maintains effective relationships with top executives in targeted major companies. Provided strategic direction to ensure program and project development is in line with current organizational direction. As Territory Manager, worked with sales organization to maximize opportunities for solution optimization and revenue maximization. Provided sales support and relationship building. Performed on-site system demonstration for potential sales closure. Performed weekly sales review analytics to assist leadership in forecast planning.

Verizon Wireless Alpharetta. GA

(January 2010-June 2011)

Business Sales/ Services Coordinator

Interface with current B2B customer base via in-bound calls. Resolve business service related issues involving device changes, billing, service changes and technical support. Implement business services according to contract requirements. Implement service orders for customer fulfillment. Negotiate, analyze and recommend wireless plans and service contracts according to customer requirements.

Southeastrans, Inc. Atlanta, GA

(April 2008-August 2009)

Director - Call Center Operations, 17 months

Responsible for all Call Center daily operations for Dispatch, Demand and Special Services groups. Establish, implement and oversee corporate polices and procedures were being carried out in the Call Centers. Establish SOP`s to aid in the determination for best practices for new call center start-up. Direct and communicate corporate initiatives to Call Centers. Insured processes and procedures are in line with State contract requirements. Oversee, train and develop staff for GA (8-Managers, 76-agents) and TN (4-Mangers, 46-agents) in Call Center operational strategies. Responsible for Call Center labor load and headcount. Worked with IT department and equipment vendor to insure ACD, IVR and Call Routing systems functionality and design. Provided KPI daily, weekly, monthly performance data to Call Center departmental staff and executive management team. Worked in streamlining processes for quality assurance. Served on Corporate vendor/supplier Relation Committee. Managed third -party vendor relationship for contracted SLA requirements for TN vendor service contract. Assisted Regional Managers in minimizing liquidations and process improvement. Negotiated and structured vendor contracts. Managed vendor special rate payouts. Created, designed and implemented Call Center employee training and development programs. Worked with HR in filling vacancies as needed. Responsible for Call Center budget management. Managed the fulfillment of achieving the SLA requirements for multiple call centers.

BellSouth Corporation - Customer Sales/Support Center (CSC) Atlanta, GA

(October 1998-April 2008)

Customer Support Center - Sr. Manager, 4 years

Responsible for full center operations and managed 68 agents, 14 staff members and 2 remote sites. Managed 6 lines of business. Responsible for SLA's, order entry fulfillment, sales technical support, vendor relations and field services coordination. Responsible for all CSR performance objectives. Monitored, designed and implemented Call Center training activities. Prepared daily, weekly and monthly reports for executive management team. Responsible for communicating corporate initiatives to support group and managing internal compliance. Responsible for determining support center SOP`s for best operating practices per department. Created ACD monitoring and tracking schedules for call/support center.

-National Accounts, $200 million

-Assigned Accounts, $80 million

-Out of Region Accounts $10 million

-Demand MAC (Move, Add, Changes), $23 million

-BellSouth Sales Center Implementation

-BellSouth Accounts Implementation

CSC- Maintenance Manager, 2 years

Managed, maintained and monitored maintenance revenue accounts, $50 million. Managed integrity of customer equipment database. Negotiated and priced maintenance customer contracts. Performed new customer maintenance presentations for new sales opportunities. Managed all customer maintenance record order activity for BCS. Managed assigned maintenance support team which consisted of 4 staff members.

CSC-Marketing Sales Support Liaison (CAS-Customer Application Specialist), 2 years

Created agent performance incentive programs to increase revenue. Assisted marketing in new product roll-out. Worked with third-party vendors in building awards and recognition programs to reward employees and increase revenue. Developed aggressive training programs to increase revenue awareness for support group. Created quality metrics to monitor revenue increase for service representatives. Assisted account executives in sales module revenue generation. Performed product sales analysis to determine pre-sales and post-sales effectiveness. Worked with Marketing Managers to determine product market strategies for product deployment.

CSC-Customer Service Representative, 8 months

Provided pre-sales and post-sales support for assigned account executives. Performed order implementation and service order coordination between customers and field operations. Provided CPE equipment quoting and pricing for embedded customer sales opportunities. Managed all aspects of order fulfillment from order implementation to order completion.

EDUCATION

United States Air Forces Maxwell AFB, Alabama

Secure Communication Systems School

NCOIC Leadership Academy

Command Staff Training

Air Force Quality Institute

Southern Polytechnic State University Marietta, GA.

Degree: B.S. Industrial Engineering - major

Quality Engineering - minor

Quality Management Team - ISO 9000

Air Force -TQM certified trainer

AT&T and Verizon Wireless

Several courses in leadership and sales training.

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