Sales and customer service leader and manager
Resume:
Harris Kuhr
Clay, New York *3041
Home: 315-***-**** Cell: 315-***-****
******.****@*****.***
Summary
Provide excellence in execution with regards in leading, managing, knowledge and insights from 20 years in the Business Process Outsourcing and Retail/Travel industries. I look forward growing within the organization in my abilities of creativity, outside the box thinking, drive and loyalty in achieving personal and professional goals.
Professional Experience
AAA Western and Central New York Syracuse, NY April 2016 – January 2018
Branch Sales Manager – Responsible for the overall branch operations in Camillus NY. Responsibilities included:
Overall branch profitability
Travel sales revenue
Customer and Member Satisfaction
New Business Development to drive additional foot traffic into the branches
Sales coaching
KPI achievement in AAA Visa credit applications, Insurance leads, policies and premiums, working with our preferred suppliers to drive their results (Hertz, Allianz Global), new memberships, renewals, automatic bill pay.
Overall staffing of the branches including performance and pipeline management and goal setting for each of the agents.
Weekly readout to VP and Director of Travel of branch operations, strengths and areas of opportunities.
Public and Media Relations – TV interviews discussing various topics related to travel
Sutherland Global Services Syracuse, NY April 2000 – February 2016
Account Manager - At Sutherland Global Services, I was an Account Manager where I led various clients in their initiatives in sales results versus targets and customer service satisfaction scores. While achieving metrics and key performance goals, an Account Manager has obligations to meet internal targets within the organization itself. As a liaison between Sutherland Global Services and our clients, the Account Manager needs to have the right personality in communication skills to ensure that all stakeholders are appraised on any action plans and initiatives being worked towards achievement in success. Below are key clients in my portfolio:
oATT – 10 years
Inbound customer care, sales, managed 125 consultants and 6 Supervisors
oCyber Defender – 1.5 years
Inbound customer care, technical support and sales and technical support.
Managed 69 sales consultants, 125 tech consultants in USA and APAC, 4 Supervisors.
oUSPS – 3 years – First Government contract won by Sutherland.
Government outbound B2B sales, 110-200 sales consultants, 8 Supervisors across 3 sites: Syracuse, Rochester and Alexandria supporting Advertising and shipping sales and customer service solutions.
oBurlington Coat Factory – 10 months
Inbound customer care support voice and email inquiries for all questions/comments/concerns. 44 FTE, 1 STM.
P&L responsibilities for all accounts ranging from 20 employees up to 200 employees.
Achieving daily, weekly and monthly sales and service level agreement targets through coaching and development of all employees under my initiatives.
Achieving customer satisfaction (CR!FT) to create a positive customer experience, willingness to recommend and ensure lifetime customer care.
Performance Management, Quality Assurance, Issues/Conflict resolution, Corporate Compliance.
Interview, hire, discipline, terminate, train, coach develop employees on phones.
Daily interface with executive teams for Sutherland Global executive leadership and client/vendor managers to provide recaps, GAP planning to ensure forward success.
LIDS Corporation Indianapolis, IN 1995 – 2000
District Manager
Managed eight stores in Upstate NY region in Syracuse, Rochester, Buffalo and Binghamton
P&L responsibilities for all stores – top line sales, minimizing cost and loss prevention.
Achieving sales targets for all stores vs. previous year’s performance.
Loss prevention in ensuring measures taken to train and keep merchandise from being stolen from each store.
Performance Management of the Store Manager specifically.
Recruit, hire, train store management in daily operation of running a retail store.
Coach, develop and refresh train based on needs.
Presentation management of merchandise in window displays and along end caps and four walls.
Education
Springfield College – 1989-1992
Springfield, Massachusetts
Awards and Recognition:
2001 and 2002 Sutherland Group Premier Club Winner for Outstanding Performance
August 2009 Leader of the Month – “People”
May 2010 Leader of the Month – “Clients”
January 2011, August 2012, January 2013 - “Entrepreneurial Spirit”
Voluntary Activities
Board Member for the Cicero Chamber of Commerce
Upward Basketball Coach – 8-9 year old division - North Syracuse Baptist Church
Boy Scout parent volunteer – 5 years
Single A – 7-8 year old division little league baseball – Cicero Little League.
References Available Upon Request
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