Sales Sales Manager Customer Service

KEVIN E. BROWN

**** ********* ****, ****** *****, Wisconsin 54140

Home: 920-***-****

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

Highly personable Sales Manager/Customer Service Professional in sales management, account management, claims and sales processing, and call-center operations within the software, telecommunications, and insurance industries. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Talent/Instinct for knowing how to coach others, at all levels, even the highest-performing experts. Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Manager offering a 20-year background in sales and customer service, as well as in-depth understanding of the sales cycle process.

Developed highly effective sales training strategies as Sales Manager of a 15-person team. Summit Club Award 2007 - Top Sales Manager.

Managed a successful sales team of 20 members who consistently exceeded sales goals by 248% average each month.

BBA: BUSINESS MANAGEMENT 2010

DeVry University, Appleton, WI, USA

02/1986 to 12/1990

USMC

Alameda, CA

Aviation Supply Management

Microsoft Office System

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Access

Microsoft Outlook

National account management

Established track record of exceptional sales results Excellent communication skills

Compelling leadership skills

Exceptional multi-tasker

Social media savvy

Resolution-oriented

10/2016 to Current

CHARTER COMMUNICATIONS/SPECTRUM

Appleton, WI

Direct Sales Supervisor

Responsible for building the Appleton, WI Direct Sales team. Through individual recruiting efforts able to build a staff of 15 Direct Sales Representatives, recruit an additional Supervisor, as well as participate in the selection of a new Direct Sales Manager. Responsible for the training, coaching, mentoring, and development of each Direct Sales Representative reporting to the Appleton team.

SUMMARY

ACCOMPLISHMENTS

EDUCATION AND TRAINING

MILITARY EXPERIENCE

SKILLS

EXPERIENCE

The position required successful interaction with the Vice President of Direct Sales and executive management. Consistently met monthly goals in all metric areas. A member of the Military Recruiting Team for the Direct Sales team nationally as well as selected to train new leaders within Direct Sales.

Led sales calls with team members to establish sales goals. Hired and trained all sales staff for new

Created and directed sales team training and development programs. Generated monthly and annual sales reports.

04/2016 to 10/2016

HEARTLAND BUSINESS SYSTEMS

Little Chute, WI

Business Development Consultant

Responsible for sales of Microsoft Dynamics stack to SMB and Enterprise level prospects. Implemented Marketing initiatives including Social Media, email marketing, and phone call campaigns. During the sales process conducted initial discovery calls, demonstrations, and proposals for Microsoft Dynamics CRM, Microsoft Dynamics GP, Office 365, as well as hardware requirements. 02/2011 to 04/2016

LEDGEVIEW PARTNERS, LLC

Appleton, WI

CRM Account Executive

Responsible for sales and service of Microsoft Dynamics CRM and SalesForce. Conducted call campaigns, email marketing campaigns and responsible for follow up on all lead generation efforts. Within the sales process conducted demonstrations of Microsoft Dynamics CRM, Office 365, SalesForce, marketing tools, mobile application, resource for potential customers evaluating the products, as well as presenting quotes/Statement of Work.

Consistently exceeds sales and service goals.

Oil & Gas and Manufacturing CRM products increased sales by 183%. Dynamics CRM for Oil & Gas sales growth over 4 years of 267%. Consistent sales conversion rate of 34% or better. Responsible for training new Account Executives in Microsoft Dynamics CRM and SalesForce. Effectively sold products/services across industries. Excellent communications skills with all levels of an organization including end users, mid-management, and executives.

10/2006 to 01/2011

UNITED HEALTH GROUP

Green Bay, WI

Medicare Advantage Prescription Drug Telesales Manager Provide employees with tools to maintain and increase service levels to external customers. Work closely with other departments to promote sales contests, clarify information, and distribute reports. Designed comprehensive "Agent Scorecard" for daily reporting to sales staff as well as management, as well as a Performance Improvement Plan coaching tool with SMART Goals for sales agent development. Gather, analyze, and report daily/weekly/monthly sales and service statistics. Implemented daily team huddles to convey time sensitive information as well as motivational time. Conducted weekly team meetings.

Worked closely with Quality staff to enhance the program as well as drive quality scores to an above 85% average with a goal of 95% or better.

Liaison between sales staff and Work Force Management to increase call center metrics, i.e. adherence, availability, after call work time, as well as quarterly schedule shift bids. Consistently recognized as a "Lead/Manage by Example" supervisor and sought for advice on challenging issues. Have been utilized as a mentor for newly promoted supervisors for coaching and development purposes. Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received Summit Club Award 2007 (Top Telesales Supervisor in the country awarded with a trip to Los Cabos Mexico), as well as exceptional feedback from senior management. Consistently one of the top 5% supervisors in percentage to goal (192% average). Consistently the top supervisor in conversion rate (28.7% average). Consistently one of the top 10% in quality scores (93.4% average).

Contact this candidate