Sales Customer Service
Resume:
Richard D. Ballard
***************@*******.***
[pic]
Customer-focused and results driven Customer Service professional with
extensive skills in Sales Support and Inside Sales.[pic]
Core Competencies:
. Experienced Sales and Client Services professional.
. Proven ability to exceed sales and customer service goals.
. Adaptable and able to change positions of responsibility when
required, e.g. Sales, Sales Support, Tech Support, QA.
. Software/Hardware Sales and Support background.
. Strong written and verbal communication skills to clearly, yet
diplomatically, communicate the situation at hand.
. Outsourcing management.
.
Accomplishment Highlights:
Customer Service
. Reduced customer complaints 20% during my last two years as Sales
Support Supervisor for CrystalGraphics.
. Recognized by management for the ability to handle difficult
customer situations. (In charge of all escalated customer complaint
resolution.)
. Reduced Tech Support contractor complaints by introducing a series
of initiatives which included individual call logs and directing
calls to a live operator rather than voicemail.
Sales
. Met or exceeded yearly sales goals by using consultative selling
skills to identify opportunities and build relationships.
Cross-Functional Collaboration
. Partnered with marketing manager to develop targeted emails to
qualified customers.
. Developed a program to source and recruit new hires by distributing
free beta software to local colleges and universities, i.e. Mission
College, San Jose State and Cogswell College.
Multitasking
. Took on additional duties overseeing a Tech Support contractor in
India while serving as Sales Support Supervisor.
Initiative
. Created training manuals for Sales Support and Administrative
hires.
. Helped develop a multi-user licensing program.
Professional Experience:
Santa Clara County Open Space Authority, San Jose, CA
Contractor 2011-2013
Scope:
. Assist with incoming calls.
. Access database support specialist.
. PowerPoint specialist.
. Responsible for the creation and design of collateral material,
i.e. placards, signs, illustrations and presentations associated
with the various open space preserves.
Ajilon Inc., Redwood City, CA 2011
Contract Positions
Voltage Security: Customer and administrative support for an enterprise
security company.
Prometheus Properties: Sales support for a property management company.
eBay: Researcher for an online auction and shopping website.
Trade Show Temps, Los Angeles, CA
2009-2010
Trade Show Support
Scope:
Sales person, booth host, lead retrieval rep. and information desk
host for various trade shows. Trade shows included: BioMed, MD&M
West, BiOS.
CrystalGraphics Inc., Santa Clara, CA
Sales Support 1997-2008
Scope:
. Answered on average 50 support calls per day and 85 emails per day.
. Responsible for resolving all escalated customer complaints.
. Authorized customer returns (RMA's).
. Processed orders, answered product questions while up-selling and
cross-selling to our higher value or higher margin products.
. Developed and processed quotes through follow-up emails and calls.
. Liaison between CrystalGraphics and our Tech. Support contractor in
India. Responsibilities included support call resolution and
customer complaint resolution.
CrystalGraphics Inc., Santa Clara, CA
Inside Sales 1996-1997
Scope:
. Answered approximately 50 inbound calls and 10 outbound calls per
day.
. Assisted customers with product queries, suggested suitable
products and processed orders.
. Recorded all inbound and outbound calls in a CRM system.
. Managed a database of potential customers and contacted them
regularly.
. Worked cross-functionally with other team members to create
customer mailers.
. Compiled and submitted weekly reports to the company president.
CrystalGraphics Inc., Santa Clara, CA
Reseller Channel Sales 1995
Scope:
. Responsible for recruiting and managing value added resellers.
. Negotiated and closed new partner agreements.
. Acted as an internal advocate to ensure reseller satisfaction.
. Provided day-to-day support for the VAR's.
. Managed ongoing sales promotions for the VAR's.
Education:
San Jose State University, San Jose, CA, Bachelor of Science - Graphic
Design
Chico State University, Chico, CA, Business Administration
Skills:
Office applications: Excel, Word, PowerPoint. Database applications:
TeleMagic, Access. Graphic applications: PhotoShop, TOPAS, 3D IMPACT!
Pro, Bryce 3D.
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