Sales Manager

Gary L. Clowers

**********@***.*** ***** CR ***

469-***-**** Nevada, TX 75173

SUMMARY

Degreed sales and managerial professional seeks to expand knowledge and career. Offers any company a solid,

reliable employee looking to combine a business oriented mind with sales and IT education and experience to advance

career. I possess strong business acumen with 12 years of leading sales teams and increasing company profit margins.

Certifications Obtained: A+ Certified Remote Support Technician

MCP – Microsoft Certified Professional

MCDST – Microsoft Certified Desktop Support Technician

EDUCATION

B.S. Business Administration, Southern Illinois University at Edwardsville, IL, December 1996

IT Pro Advanced Program-Graduation Date - November 19, 2009

MyComputerCareer.com, Irving, TX

PROFESSIONAL EXPERIENCE

Pinnacle Technical Resources September 2010-Present

Operations Manager/Tier II Technical Support

Direct and manage the overall day-to-day business activity for clients and employees to ensure quality

work products, solutions and deliverables.

Manage relationships with clients, maintaining frequent and direct contact with senior level executives.

Manage 45 Tier II Support Representatives and 2 team leads at AT&T’s call center that involves the

consumer base on U-verse product line for escalated VoIP telephony, phone porting issues, internet connectivity,

digital TV, digital video recorder, email troubleshooting, password resets, email migration, new order installation,

order correction, and line issues.

Identify, define, develop and implement techniques to improve productivity, increase efficiency, mitigate

risk, and resolve issues.

Conduct weekly coachings, goal setting, reporting, evaluations, one on one and team meetings. Evaluate

Key Performance Indicators such as Average Handle Time, Utilization, Attendance, Compliance, Schedule

Adherence, Call monitoring, survey results, customer feedback on agents, call reviews and taking action to drive

individual results and team performance.

Document all results of meetings, goals, and KPI’s to track improvements on agents and focus on areas

needing improvement week to week, month over month and quarter over quarter as well as recognition for

achieving targets.

Clowers Construction January 2005-September 2010

Owner

Advertising and selling decking and fencing construction projects to residential customers.

Prepare custom estimates, bids and proposals to customers.

Coordinate design and construction with customers and plan time frames for project completion.

Supervise crew to ensure highest quality service.

Oversee company financial sheet to ensure high profitability.

Gary L. Clowers

**********@***.*** 12421 CR 800

469-***-**** Nevada, TX 75173

Professional Experience Continued…

Countrywide Home Loans June 1998-January 2005

Team Manager

Managed team of 10 loan officers in call center atmosphere.

Responsible for team meeting daily and monthly goals.

Led daily and weekly team meetings to motivate staff and increase production levels.

Met with Countrywide branches in an established region to oversee Loan Officers rapport to ensure referrals

back to home branch.

Managed pipeline to ensure rapid turn times and high profitability.

Ensured high quality loan packages for a smooth processing transition.

Trained sales team in accordance with product guidelines and company policies.

Won Top Team Leader and Presidents Council awards for number of personal loans and team member loans.

References available upon request.

Contact this candidate