Customer Service Sales

Dynamic, Intelligent, Forward Thinking Go-Getter – Delighting Customers, Increasing Sales

PROFESSIONAL SUMMARY

Adept at anticipating challenges, negotiating difficult situations and juggling competing priorities effectively. Powering through the everyday and complex with mastery of even the minutest details. Customer Centric – doing whatever is needed to make the customer happy and increasing sales, loyalty through prompt follow through, exceeding expectations in a fast paced, demanding environment. Team player and yet totally independent – excelling in training and supervising teams up to 16. Builds effective relationships with persons at all levels and transcends cultural differences with ease. Business Savvy. Engaging. Direct.

AREAS OF EXPERTISE

World Class Customer Service Research Hiring, Training, Firing

Inside B2B Sales Cost Analysis Performance Management

Conflict Resolution Inventory Control Evaluation & Action Plans

Problem Solving Team Leadership & Support Management Support

Organization & Planning Supervision Single Point of Contact

CAREER HIGHLIGHTS

Manages the business of 3 Outside Reps, together generating over $4M in sales 2016

Hand chosen to interface daily with major accounts including Citizens Bank, State of Massachusetts and City of Providence along with 9 high volume school districts

Led the Accounts Maintenance Team in setting up new accounts for 3 Branches

Managed launch and growth of startup Video store, increasing sales to $13K/wk average in little over a year

Managed and developed 2 teams, 14 and 16, creating a Can Do culture that eliminated turnaround and empowered exponentially increasing sales and customer loyalty

PROFESSIONAL NARRATIVE

WB MASON – Cranston, RI Feb 1999 – Jun 2017

Senior Client Relations Specialist

Second largest privately-owned office supply company in the world. Provides advanced, comprehensive outside sales support including account management and promotion of key products, customer service, problem resolution, price adjustments. Leads Inventory Replacement Team (for shorted and damaged) and Coffee Service Team (the entire beverage operation for 3 branches including creating and managing contracts, working directly with Outside Reps and clients). Focuses on making customer happy – even to delivering himself and buying out of stock items at a competitor and delivering himself

Representative Achievements

Generated over $4M in sales as support for the major accounts team of 3 Outside Reps

Saved the Town of Narragansett account through finding toilet paper for them on the 4th of July and having it shipped from Boston branch, delivering it himself

Saved the Domestic Bank account through shopping for them for an uncommon toner they needed to print paychecks, buying it and arranging for it to become a stock item

Dynamic, Intelligent, Forward Thinking Go-Getter – Delighting Customers, Increasing Sales

PROFESSIONAL NARRATIVE (continued)

ARM ENGINEERING – Ashaway, RI Jan 1997 – Feb 1999

Title Clerk

Mid-sized Engineering firm. Researched and filed title paperwork with government agencies

Representative Achievement

§When a survey was shown to need redoing and the deadline was that day, convinced the town clerk to stay open for an additional 50 minutes.

HOLLYWOOD VIDEO – Dartmouth, RI Oct 1995 – Jan 1997

Store Manager

Startup. Managed team of 16 from hiring through training and performance management including workforce planning, scheduling, task assignment, conflict resolution, problem solving, promotions. Performed world class customer service – always to make the customer happy. Processed all cash and deposits. Provided daily and weekly reports of sales, man hours, etc

Achievements

§Built sales to $13K/wk through loyalty generating customer service

§Lost only 1 employee to termination for deficiency

§Produced ‘Can Do’ team that maintained cleanliness, stock and administered exceptional customer service, putting the customer first

PIER MARKET – Narragansett, RI Sep 1986 – Oct 1995

Assistant Store Manager

Busy Grocery averaging $100K/wk in sales. Managed team of 15 including task assignment, redirection, conflict resolution, problem solving. Performed world class customer service – always to make the customer happy. Processed cash and deposits

EDUCATION

UNIVERSITY OF RHODE ISLAND – South Kingstown, RI 1990

Bachelor of Arts in Urban Affairs

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