Sales Customer Service

Jason Atwood

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

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

City: Scarborough

State: ME

Zip: 04074

Country: USA

Phone: 207-***-****

Skill Level: Experienced

Salary Range: $36,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

3 Regal Pines Drive

Scarborough, ME 04074

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

Mobile 207-***-****

Jason P. Atwood

Overview

A highly successful call center, business operations and workforce manager with 17 years experience leading people and organizations to top tier performance within the best Maine corporations, I bring proven leadership skills and extensive knowledge relating to motivating people, exceeding sales goals, coaching to surpass overall productivity performance goals, professional workforce management, high level customer problem resolution and reliably and confidently managing the overall operations of a large and critical call center.

Professional experience

December 2011 - current Apple Inc. South Portland, Maine

Business Specialist

Responsible for generating up to 40% of the entire retail store's revenue.

In-depth knowledge of Apple's end-to-end retail store operations.

Extreme application of Apple's "steps of service" relative to people, internal and external customer relationships, enriching the lives of customers and employees by engaging and showcasing Apple's technology, exceeding customer's expectations with open dialogue and personal initiative.

Expert level development of innovative and unique solutions for the technology needs of small and large New Enland based business clients.

First Business Specialist hired outside of the organization in New England due to my extraordinary experience and business-to-business sales success.

April 2008 - Sept. 2011 FairPoint Communications Portland, Maine

Workforce Management Specialist II - Northern New England

Responsible for the accurate forecasting, staffing and scheduling for 4 essential lines of business in the New England territory incuding consumer/business 24 hour repair, call-completion (operator services), directory assistance and consumer order inquiry.

More than 300 stakeholders depend on the timely accuracy of my forecasting and scheduling work. My call forecasting results accuracy is over 97%, saving the corporation thousands of dollars annually in unnecessary staffing expense and improved employee morale.

Selected to attend Genesys University in San Francisco earning certificates in Genesys "Configuring, Forecasting, and Scheduling with Workforce Manangement" and "Outbound Campaign Management".

Authored technically detailed WFM "Method and Procedures" documents.

Responsible for producing and sending accurate call center and agent performance reports on a daily, weekly and monthly basis to executives.

Accountable for exceeding goals in all key call center metrics such as Forecast Accuracy, Service Level, ASA, % Abandoned for all LOBs.

May 2007 - April 2008 IDEXX Laboratories Westbrook, Maine

Worldwide Technical Support Supervisor - In-house Diagnostics

Responsible for the performance of 10 Technical Support representatives trouble-shooting IDEXX's extremely high-end digital radiography equipment, and complex laboratory and hemotology analyzers.

Developed daily metrics reporting tools and a monthly rep scorecard which facilitated easier, more productive 1-on-1 feedback/coaching sessions.

After joining IDEXX, the overall efficiency of the Tech Support group increased 15% due to my daily performance feedback and coaching.

Chosen to carry the "CEO pager" acting as a liason for IDEXX's CEO, Jonathan Ayers, coordinating highest level escalated customer issues.

Successfully trained in-depth on IDEXX's high-end, technically complex in-house laboratory analyzers, radiography and rapid assay diagnostic tests.

Direct daily reporting of IDEXX's world-wide Technical Support's call-center performance to IDEXX's VP and Director of the Companion Animal Group.

2001 - March 2007 Verizon Communications Portland, Maine

Business Sales Team Leader - Business Solutions Group

* Coached, developed and led the overall sales and work performance of a team of 15-20 business sales and customer service representatives.

* Exceeded every challenging telecommunications and broadband sales and quality objectives since joining the business team in 2001.

* Involved in all aspects of call center operations including directing a workforce of 80-100+ union represented service representatives.

* Recognized as a Verizon Business Sales "Top Performer" receiving highest level travel awards each year from 2001 thru 2006.

* My sales teams exceeded our quality objective for 5 straight years with 80%+ of our customers rating our service as very good or outstanding.

* Selected as the Northern Region's first quality assurance specialist resulting in a 30% overall quality improvement for the Portland team.

1991 - January 2001 Bell Atlantic Portland, Maine

Recievables Management Team Leader

* Coached, developed and led the overall work performance of a team of 30-40 residential and business collections customer service representatives in a challenging CWA/IBEW union environment.

* Routinely exceeded dollars collected and DSO (Days Sales Outstanding) objectives.

* Developed and delivered all intial training to all new collections service respresentatives (6 week training course).

* Responsbile for coordinating and managing outbound predictive dialer campaigns (Davox).

* Accountable for exceeding inbound service level objective of 80% answered within 20 seconds.

* Achieved monthly CCI customer quality objective of 85% regulary.

* LAN Administrator for the entire 120 seat call center.

Education

1991 University of Southern Maine Portland, Maine

Bachelor of Science in Business Administration (GPA 3.3)

Skills/Training/Soft-ware

Skills:

* Leadership, Sales Management, Listening, Feedback, Communication, Motivation, Problem Solving.

* Computer and Broadband technologies including DSL and Cable modem, IP/Ethernet wired networking, VOIP, Wi-Fi and HDTV technologies, Blackberry, Apple iOS 5 and Andriod OS.

* Extensive knowledge of the broadband/telecommunications industry from end to end.

* Expertise in workforce management programs including Genesys WFM, Avaya CMS, New Metrics FA+M, New Metrics Centrefuge, RTWin and IEX TotalView. Extremely comfortable with veterinary bio-technology including IDEXX Digital Radiography gear, Rapid Assay tests, Hemotology and Blood Chemistry analyzers.

Training:

Certificate - Emerging Leaders Program - Center for Creative Leadership. Certificate - Genesys University: Configuring, Forecasting, and Scheduling in Workforce Manager. Certificate in Genesys Outbound Campaign Management, Certificate of Achievement from Dale Carnegie - "Developing the Leader in You". Numerous 1 and 2 day courses focusing on leadership, tactful communication, listening, dealing with difficult employees, successful leadership in hostile union environments, and achieving excellence, etc.

Software:

Mac OS 10 Mountain Lion, Apple iOS 6, Mac iLife, Microsoft Windows 8, XP, NT, Office: Word, Excel, PowerPoint. Outlook, Internet Explorer, Lotus Notes 7.0, Numerous IDEXX and Verizon applications and on-line ordering tools. SAP, IEX TotalView Workforce Management software and Avaya CMS reporting and monitoring. Genesys WFM, Genesys Configuration Manager (CME), Genesys CCPulse RealTime monitoring, Hyperion Server (Intelligence Designer).

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