Sales Customer Service

Rufus E. Johnson, Jr.

**** ** ******** *****, ****** City, MO 64151 913-***-****

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

EDUCATION: BS in Management/Marketing, Cum Laude

Park University

PROFILE: Proven Sales & Marketing Solutions Professional with

expertise in building and leading high performance sales

teams. Trademark skills include cultivating executive level

client relationships by establishing consultative

partnerships and delivering relevant solutions with

measurable results. Clientele spans the SMB, Fortune

100/500/1000, Federal & State Government, Healthcare, IT,

Education, and other B2B models.

PROFESSIONAL EXPERIENCE:

10/13 - Present Summit Publications [pic]

Kearny, Missouri

Position: Outside Sales Representative - Media Consultant

. 100% Commission-based position

. Cold calling on area businesses and presenting solutions

for Online, Mobile, and Print media

. Utilizing a Face-to-face consultative approach with (SMB)

Small to Medium size Business owners to understand their

overall Integrated Marketing and Advertising Strategies

. Day-to-day canvassing of distribution areas and vertical

markets to leverage media solutions

7/07 - 9/12 Premiere Global Services, Inc. [pic]

Olathe, Kansas

Position: Sales Director - Business Markets

. Responsible for and revenue growth of PGI's Sales and

Collaboration Services, Cloud Computing, and Software as a

Service (SaaS) solutions

. Tasked to significantly increase current revenue levels

across the entire market nation through cold calls and up-

sells to existing clients

. Led a team of Account Managers to Market Dominance through

Virtual Meeting Expertise and Value Based Selling.

Evidenced by Revenue Growth resulting from the capture and

retention of customer capital by accurately determining

their communication needs, effectively demonstrating our

SaaS, Audio & Web Collaboration expertise, and effectively

delivering value via our solution portfolio

. Created and maintained customer relationships at the C-

Level: CEO, CFO, CIO, CTO, etc.

. Hired, training, coached and retained new talent and

evaluated team performance and moved resources to growth

areas

. Leveraged forecasting, pipeline management (Salesfore.com),

and demand generation skills to achieve sales and revenue

objectives

. Product portfolio includes PGi GlobalMeet & iMeet, Adobe

Connect, Cisco WebEx, Microsoft Live Meeting & Lync,

Brainshark, and ON24

> Accomplishments:

. Delivered 134% of YTD Sales Plan 2012, 120%

in 2011, 111% in 2010, 105% in 2009, 102% in

2008

. Led 100% of Sales Team Members to Sales Plan

. Produced 2 Chairman's Club Winners in 2010 &

2011

3/06 - 7/07 PAS Technologies - (Austin Nichols Technical Search) [pic]

Kansas City, Missouri

Position: Sr. Collections Analyst - Technical Recruiting

Consultant

. Responsible for providing full life cycle recruiting

support to the business enterprise including: quality

control of requisitions by working with hiring managers to

create quality and accurate job descriptions and

specifications.

. Served as the National HR lead in facilitating the

recruiting & staffing initiatives supporting manufacturing

plants in MO, OK, OH, AZ and FL

. Identified, sourced, and interviewed, qualified internal

and external candidates for Executive, Mechanical &

Industrial Engineering, Production, Accounting, and

Customer Service positions within a global manufacturing

environment

. Partnered with engineering managers to continuously improve

the recruiting process based on company growth plans and

averaged at least 8-10 production line hires per a month

exceeding expectations

. Collaborated with HR staff to negotiate and extend offers,

worked with candidates from acceptance to hire to ensure

sustained levels of interest and placement

. Created processes to track, analyze, and report pre & post-

employment trends and other Talent Acquisition KPIs to

executives and managers as needed

2/03 - 11/04 CitiCards, Kansas City, Missouri[pic]

Position: Vice President - Sales Operations Manager

. Responsible for managing and directing the day to day

operations of a fast paced, high volume, sales and customer

service Call Center

. Directly managed and evaluated 7 Unit Managers,

supervising 120 - 150 customer service/sales associates

utilizing CTI, ACD, IVR, and CRM tools to meet/exceed KPIs

. Worked cross functionally within site and division on

corporate project initiatives

. Ensured ongoing product and process training of

managers and associates

. Managed efficiencies with WFM for staffing the center

to meet fluctuating call demands

.

2/02 - 2/03 APAC Customer Services, Waterloo, Iowa [pic]

Position: Operations Manager

. Managed and evaluated the Operations of client

programs for Harrah's Entertainment, Fleet, and Bank of

America with multi-site responsibility within the Call

Centers

. Responsible for the program management of 225

Representatives, 11 Supervisors, and 2 Assistant Operations

Managers utilizing CTI, ACD, IVR and CRM tools to

meet/exceed KPIs

. Developed internal client care processes resulting in

the highest program satisfaction rating

. Ensured client contractual and KPIs are met/exceeded

. Collaborated with WFM to improve staffing

efficiencies to meet fluctuating call demands

> Accomplishments:

. Improved Client Care process resulting in the

highest Customer Satisfaction Rating (CSR)

since the inception of the program (99%)

. Obtained Outbound business due to increased

client confident

. Received Quality award from client for

superior results

10/00 - 1/02 Sprint Corporation - (BNG), New Century, Kansas[pic]

Position: Manager - Inside Sales & Service (Promotion)

. Fiscally responsible for managing a National Sales &

Service Contact Center within Sprint's North Supply

Business Network Group (BNG) of 100 Representatives, 10

Team Managers and Management Staff utilizing CTI, ACD,

IVR, and CRM tools to meet/exceed KPIs

. Coordinated the planning, development,

implementation, reporting, and evaluation of marketing

campaigns within an Inbound and Outbound Customer

Interactive Sales and Fulfillment Center supporting an

80,000 product line

. Performed root cause analysis in resolving complex

customer problems and facilitated resolution through

superior levels of customer satisfaction for continued

acquisitions, loyalty, and business growth

. Collaborated with WFM to develop, benchmark, and

implement call routing strategies based on representative

skill levels to maximize efficiencies and improve customer

experiences

. Assured customer satisfaction through maintaining

best-in-class service standards

> Accomplishments:

. Achieved 110% of a $60MM sales and revenue

plan in 2001

10/99 - 9/00 Sprint Corporation, Overland Park, Kansas[pic]

Position: Corporate Product Manager (Promotion)

. Planned, directed, organized and managed product

testing for Sprint's Next Generation, Web-based,

Integrated, On-demand Network (ION) platform

. Facilitated inter-departmental, cross-functional

teams to indentify testing risks and formulate mitigation

strategies going forward

. Managed deliverables of various Primary and Detailed

Testing Conditions (PTCs) & (DTCs)

. Managed and evaluated 4 staff managers who were

process owners and change agents

10/97 - 9/99 Sprint Corporation - (LTD), Overland Park,

Kansas[pic]

Position: Sales Manager (Promotion)

. Responsible of managing a sales team within Sprint's

Local Telephone Division (LTD)

. Successfully increased revenues by leveraging

switched & dedicated voice, data, and wireless company

products and services to B2B customer segments resulting in

new accounts, increased loyalty of the base, and Winbacks

of lost accounts

. Product portfolio consisted of switched & dedicated

voice, data, and wireless products and services (Centrex,

ISDN, BRI, PRI, T1, VPN, ATM, Messaging and Wireless)

.

. Managed ongoing, complex customer relationships

through value proposition resulting in the capture of full

wallet share revenue potential

> Accomplishments:

. Delivered 121% of Plan in 1998 & 143% of YTD

Plan in 1999

. Led 100% of Sales Team Members to Sales Plan

. Produced 1 President's Club Winner

9/95 - 9/97 Sprint Corporation - (CSG), Overland Park, Kansas[pic]

Position: Program Manager (Promotion)

. Managed Sprint's Consumer Services Group (CSG) lead

distribution lifecycle process

. Responsibilities included the procurement, periodic

hygiene, segmentation, distribution, and analysis of

Sprint's internal Consumer lead database of 250MM records

. Conducted site visits with external Call Center

Vendors to monitor lead expectations

> Accomplishments:

. Increased lead quality 3% month over month

11/90 - 8/95 Sprint Corporation - (BSG), Kansas City,

Missouri[pic]

Position: Alternate Channels Supervisor

. Managed Sprint's Business Services Group (BSG)

National Alternate Channels program consisting of

Associations, Affinity & Agent Groups, and Affiliates

within the switched & dedicated services platforms

. Worked with Corporate Marketing to plan, develop,

implement, and monitor special programs designed to

generate revenue in non-traditional sements

. Collaborated with cross-functional teams to identify

and resolve customer issues

> Accomplishments

. Delivered 121%+ of Plan in 1991 - 1995

. Led 100% of Sales Team Members to Sales Plan

YOY

. Received President's Club Award

. Produced 2 President's Club Winners

TECHNOLOGY PROFICIENCY:

. Proficient in the use of the Internet and in the application of Microsoft

Office Suite of application including Word, Excel, Access, Visio, Outlook

and PowerPoint

. Hands on experience with Siebel, Oracle, Crystal Reports, Lotus Notes,

NetSuite, PeopleSoft, Aspect, Nice, Kronos, Metracare, Tesla, and

Salesforce.com

References furnished upon request

Contact this candidate