Customer Service Sales

Kirk C. Gray

**** ***** **** ***** *******, GA **024 619-***-**** ***************@*****.***

Objective

Position with a progressive company that allows for development, implementation and facilitation of sales, customer service and soft

skills training in classroom and virtual settings.

Profile

Professional and qualified sales, customer service and soft skills trainer and coach with an MBA. Proficient in training, coaching and

mentoring individuals and groups of up to 40 participants in both classroom and virtual settings. Proficient in developing and

presenting programs and training materials in an engaging manner using a combination of technology, personality, individual and

group exercises. Proven time management and organizational skills. Energetic and outgoing with strong interpersonal and

communication skills.

Skills Summary

• Sales/customer service/soft skills training, coaching, consulting. Training program design, implementation and facilitation.

Content creation – Product/service development, implementation and delivery.

• Ability to work with and manage people using an individual or team approach.

• Resourceful and creative problem solving. Track record of forging successful partnerships, alliances and customer

relationships: B2B and B2C.

• Decisive and highly motivated to effectively prioritize and achieve goals; strong work ethic coupled with ability to complete

tasks efficiently.

• Effective verbal and written communication, leadership and interpersonal skills.

• Strong proficiency in MS Office Suite, WebEx and various Customer Relationship Management software (SalesForce, Remedy,

Siebel, Galaxy).

Professional Experience

Training and Instructional Design

• Designed and implemented internal lead to appointment conversion training program that resulted in a 27% increase in

conversion rates and an 18% increase in sales revenues year over year. (Customer Management Group, LLC)

• Designed, sold and facilitated industry leading sales and customer service training program that has been responsible for

helping participants increase monthly sales revenue by as much as 56%. (Elite Worldwide, Inc.)

• Designed, sold and facilitated industry leading telephone skills training program that has been responsible for helping

participants increase their lead to appointment ratio by as much as 60%, which in turn resulted in a 15% increase in monthly

sales revenue. (Elite Worldwide, Inc.)

• Conducted sales/customer service/soft skills training seminars and webinars. Provided sales/customer service/soft skills

coaching for individuals and groups via telephone and webinar as well as in person. (Elite Worldwide, Inc.)

• Developed and delivered pilot training program for Help Desk agents that resulted in a 20% increase in internal resolution

service tickets and an 18% increase in customer satisfaction survey scores and directly contributed to meeting benchmarks

established in Service Level Agreement. (Electronic Data Systems)

• Conducted ongoing customer service/soft skills training to Help Desk managers, supervisors, leads, agents and new hires.

(Electronic Data Systems)

• Created and delivered functional training to a high performing team of 12 service agents. (Pacific Alliance Services, Inc.)

Program Coordination and Management

• Managed all operational aspects of Business Support Center of a nationwide home improvement company with 15 agents

supporting over 125 franchisee locations.

• Managed all aspects of operating and delivering six month sales/customer service/soft skills training program including:

interviewing and enrolling participants, scheduling and facilitating WebEx training meetings, evaluation and feedback on

assignments, update status and recommendation/action plan calls with clients and overseeing marketing of program. (Elite

Worldwide, Inc.)

Kirk C. Gray

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• Managed all aspects of operating and delivering three month telephone skills training program including: coordinating sub-

contractor, evaluation and feedback of telephone calls, one on one coaching calls with students, update status and

recommendation/action plan calls with clients and overseeing marketing of program. (Elite Worldwide, Inc.)

• Managed all day to day operations as co-owner of nationwide real estate loan signing service with 12 employees, operations in

44 states and over $770K in gross sales in second year of operation. (Pacific Alliance Services, Inc.)

• Co-managed development of new eWitness Quality Management System evaluation criteria. (Electronic Data Systems)

• Onsite Supervisor for 5 person Help Desk Quality Assurance department with a remote Manager. Scheduled and facilitated

weekly department meeting and generated and compiled reports for remote Manager. (Electronic Data Systems)

• Co-developed and managed Small Business division. (StarPower Communications)

• Managed daily and on-site operations (logistics, venue negotiations, marketing, vendor check-in/check-out, setup, breakdown,

dispute mediation, fee collections and gate receipts) for consumer computer shows. (MarketPro Computer Shows)

Sales, Marketing, Customer Service and Communication

• Increased student enrollment in campus and online programs by as much as 50% per year by increasing positive awareness of

the University within the business community through outreach activities, training workshops, partnership opportunities and

marketing of complimentary services. (Apollo Group/University of Phoenix)

• Developed business relationships and became a valued educational resource to businesses in geographical area including WIS

International, The Hartford, Hamilton Sundstrand, Lucent Technologies, Jack in the Box, Automobile Club of Southern

California, Otay Water District and Costco. (Apollo Group/University of Phoenix)

• Starting with no customers, developed an active customer base of 27 which generated monthly sales revenues of over $65k.

(Remotevideo.com)

• Over Quota Sales Awards (Remotevideo.com, StarPower Communications, MarketPro Computer Shows, RH Donnelley)

• Rookie of the Year Award (RH Donnelley)

Employment History

Elite Worldwide, Inc. – San Diego, CA Customer Management Group, LLC – Atlanta, GA

Sales Coach and Training Manager, February 2010 – Present Business Support Center Manager, July 2012 – May 2013

Apollo Group/University of Phoenix – San Diego, CA Pacific Alliance Services – San Diego, CA

Corporate Development Liaison, April 2008 – January 2010 Partner, April 2005 – March 2008

Electronic Data Systems – San Diego, CA Remotevideo.com – Irvine, CA

Quality Assurance Supervisor/Trainer, May 2003 – April 2006 Account Manager, April 2000 – May 2002

StarPower Communications – Washington, DC MarketPro Computer Shows – Rockville, MD

Account Executive, August 1999 – March 2000 Account Manager, November 1998 – August 1999

RH Donnelley – Charlottesville, VA

Territory Manager, May 1996 – November 1998

Education and Certifications

M.B.A. – University of Phoenix

B.A. – University of San Diego

Computer Networks Certificate – Coleman University

Sales Training Certificate – RH Donnelley/Dun & Bradstreet

Sales Training Certificate – D.E.I Sales Training

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