Sales Customer Service

KEVIN A. SMITH

*** ******** ****** **** * COATESVILLE, PA 610-***-**** *****.********@*****.*** INSIDE SALES SPECIALIST

COLLABORATIVE VISIONARY FOCUSED ON SALES, OPERATIONS, AND LEADERSHIP OVER 20+ YEARS OF PROGRESSIVE SALES EXPERIENCE

Energetic and adaptable leader and manager with expertise in sales, marketing, revenue forecasting, business planning and accounting development. Consummate professional adept at developing successful sales professionals, creating comprehensive sales plans, organizing strategic business initiatives and driving new businesses, while building an invaluable customer experience. Proven ability, with a successful track record, in delivering profitable results through adapting to challenging, fast-paced, and high-pressure environments.

STRENGTH AND COMPETENCIES

Excellent Verbal and

Written Communication

Steadfast Client Retention

Project Management

Financial Forecasting

Quality Assurance

Relationship Building

Account Acquisition and

Retention

Decisive and Experienced

Team Leader

Strong Interpersonal Skills

Operational Management

Planning and Positioning

Training and Development

Presentation and Proposals

Proficiency: Systems,

Applications and Products

Strong Business and

Financial Acumen

Sales Team Supervision

B2B and B2C Sales

Territory Management

Closing Strategies

Complex Negotiations

Proficiency: Microsoft

Office Suite, NT

PROFESSIONAL ACCOMPLISHMENTS

Streamlined a diverse process that enabled Chemical Leaman Tank Lines to produce $1,000,000 in additional revenue to aide in constructing a Groundwater Extraction and Treatment System

(GWETS) in 2005.

Awarded “Top Salesman of the Year” in 2010 and 2011 through Citadel Federal Credit Union’s eBusiness Division, aiding in accruing the company’s assets, totally in over 3 billion dollars.

Awarded “Employee of the Month” in August of 2007 for driving revenue and sales two-fold through selling products and various Verizon Wireless services.

Led business product promotions and campaigns for Verizon Wireless, which grossed $1,300,000 at years’ end, driving revenue 9% past current goal of $1,200,000 at years’ end. PROFESSIONAL EXPERIENCE

Senior Customer Service Representative, Pepco Holdings Inc., Carneys Point, New Jersey

(February 2016 - Present)

Handle high volume of inbound/outbound calls, managing multiple lines while providing excellent customer service daily to a client base under Delmarva Power and Atlantic City Electric.

Analyze and collect vital information from various interdepartmental databases in order to make firm business decisions and advance the company on all levels.

Contact new and existing customers to discuss their electric services and monthly consumption, providing tips on energy efficiency and improved usage.

Effectively schedule service appointments for residential and commercial customers in a proficient and courteous manner.

Provide effective and consistent coverage for all outages during storms as a member of the Disaster Preparedness Team.

ECR Regulatory Specialist, Comcast-NBC Universal, Philadelphia, Pennsylvania

(November 2015 – February 2016)

Develop and implement Customer Care Operations policies, procedures, and performance standards to ensure adherence by all staff members.

Manage customer service duties, including reviewing customer complaints and concerns, handling investigations and analyzing all customer contacts and operations.

Examine vital and appropriate information to ensure all products meet Regulatory standards within marketing promotions and campaigns.

Develop strong internal and external partnerships with other organizations to resolve complaints from regulatory and consumer agencies.

Inside Sales Supervisor, MoreVent Heating, Cooling, and Plumbing, West Chester, Pennsylvania

(January 2014 – October 2015)

Oversaw and coordinated multifaceted teams selling products and services over the phone, consistently meeting monthly milestones and sales quotas.

Managed the bookings of all Sales Leads for the Outbound Sales Team as well as documented all appointments with upcoming clients to ensure transparency and consistency in the client database.

Developed, managed and finalized professional quotes, while creating sales promotions to increase the revenue and company’s overall profitability. o Key Accomplishment: Launched a dynamic Fall Sales Promotion to increase the company’s visibility in the local community two-fold.

Provided logistical support between cross-functional groups such as technicians, service and sales, and customers through implementing new methods and techniques for operational improvement.

Inside Sales Assistant Manager, Citadel Federal Credit Union, Exton, Pennsylvania

(May 2009 – December 2013)

Developed creative marketing campaigns, sales plans, sales goals and business strategies necessary in achieving monthly and yearly sales growth for the eBusiness division.

Demonstrated effective selling skills by performing all steps of sales interaction in a friendly, efficient and productive manner in person and through online interactions.

Directed promotional services to maximize profitability through offering diverse business clients to our faithful customers.

Handled customer inquiries and issues related to marketing products and services within the eBusiness division.

Marketing Manager, Verizon Wireless Company, Exton, Pennsylvania

(February 2007 – December 2009)

Managed diverse offer strategies for all consumer marketing initiatives involving third-party merchant offers.

o Key Accomplishment: Supervised 10 Telephone Account Managers to streamline customer resolutions with billing, repairs and upgrades.

Increased revenue by 200% in two years, consistently achieving revenue goals every year, bringing in more revenue than counterparts in 2007.

Provided effective and influential feedback to upper management to ensure customer rapport remained consistent and above standards.

Established exceptional rapport with local client base through providing efficient service and technical support to sales team and customers.

PRIOR EMPLOYERS DATING PAST 10 YEARS:

Account Manager, Verizon Wireless Company, Exton, Pennsylvania, (January 2004 – January 2007) Assistant Supervisor, EDS, King of Prussia, Pennsylvania, (January 2002 – November 2003) Senior Commercial Service Specialist, Avecia, Wilmington, Delaware, (January 2000 – December 2001) Inside Sales Manager, Chemical Leaman Tank Lines, Inc., Exton, Pennsylvania, (February 1998 – December 1999)

Assistant Inside Sales Manager, Matlack Tank Lines, Inc., Wilmington, Delaware, (April 1996 – January 1998)

EDUCATION

Bachelor of Science: Marketing

Delaware State University, Dover, Delaware

Degree Conferred

Clearances: ACT 24, 34, 114, AND 151

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