James (Jim) W. Smith

**** ***** ***, **** *****

816-***-**** ac4m2g@r.postjobfree.com

OBJECTIVE

Seeking employment where the combination of past professional experience, dedication, and a proven, driven commitment to detail will result in outstanding service and profit increase to a growth minded company.

SUMMARY OF QUALIFICATIONS

Administrative, Operations Support and Sales Professional with over twenty five years experience providing quality support in fast paced environments -Extensive experience working in sales, customer service, marketing, technical support as well as managing/supervising teams. Proven ability to add value to a growing company.

Key skills include, but not limited to:

Customer Service

Strong written and verbal skills

MS Office Products

Sales

Detail oriented problem solver

Ability to multi-task

Marketing

Flexible/Adaptable

Leadership

WORK EXPERIENCE

Tyco Integrated Security –Tech Support – Kansas City MO – February 2016 – Present

● Monitors MAS system for alarm signals and responds to alarms

● Place necessary outgoing calls to verify an alarm, dispatch the proper authorities, and notify responsible parties

● Properly document alarm handling process and complete processing in accordance with SOP

● Provides resolution to clients by answering questions and providing technical support relating to Tyco products and services

● Provides customer support for inbound and outbound customer calls

● Average QA 98.7% monthly

● Assigned as a mentor to new Dispatch Operators and Tech Support personnel

Brand KC – Independent Contractor – Overland Park KS – August 2015 – February 2016

● Business to Business sales / marketing

eGourmet Solutions Inc. – Client Services/Sales Manager – Kansas City MO – January 2013 – July 2015

● Responsible for ensuring that all orders are shipped on time

● Coordinate the shipment and execution of special requests from clients

● Create order processing SOP's for each client

● Respond to client inquiries and complaints in a timely manner

● Interviewing and training new Client Services Representatives

● Second in command under the Director of Operations / VP

● Follow up on existing sales leads via email and telephone

● Actively seek and contact potential clients

Golden Corral – Cook – Independence MO – November 2010-September 2011

● Team Lead, Cook - Ensure quality for a great customer service experience

NCO Financial - Sprint Customer Finance - Lenexa KS - January 2010-November 2010

● Processed payments on customer accounts

● Processed plan changes – added and removed optional plan add-on services

● Provided excellent customer satisfaction through the identification of the customer’s needs and delivered unparalleled service to meet those needs

Adecco - Customer Service - Overland Park KS - October 2009- January 2010

● Various temporary positions

VACO of Dallas / MARS Inc. - Kansas City MO - Sales Support - May 2008 – September 2009

● Sustained customer contact for over 100 domestic and international distributors by supporting order entry and customer service

● Introduced products to customers in the veterinary field through attendance at National Veterinary Conferences

● Supported sales team with marketing material and product delivery

● Customer Support on shipping and delivery of orders using the Navision order entry and shipment tracking system

● Assisted with quarterly/yearly inventory control

● Coordinated international shipping processes with suppliers and product development

Jubilee Home Solutions - Call Center Manager – Kansas City MO - March 2005 - May 2008

● Managed daily incoming and outgoing calls for 45 call center agents

● Developed and maintained training manuals and procedures

● Managed the call volumes and service levels for all seven locations

● Recruited, interviewed, hired, trained, monitored and evaluated call center staff

● Assisted Sales Managers with daily functions and scheduling of Sales staff

● Created monthly work schedule, and managed the daily production for call center and marketing agents

● Facilitated weekly corporate conference calls

● Managed the daily appointment schedules for over 50 sales agents in seven states

EDUCATION

Longview Community College – Lees Summit MO: September 1989 – May 1991

*REFERENCES AVAILABLE UPON REQUEST*

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