Customer Service Sales

David Martin

**** ******** ***** ***********@*****.*** Direct: 216-***-****

Broadview Heights, OH

44147

1. Dedicated customer service manager with 10+ years of experience in

sales, distributorship operations, administration and warehouse

procedures

Professional Skills

Customer Service Direct Mail & Calling Training &

Management Campaigns Teambuilding

Complaint Handling & Sales & Margin Improvement Cost-Reduction

Resolution Strategies

Contract/Consult Customer Satisfaction Streamlining Workflow

Negotiations Enhancement

Professional Experience

FVS, Inc. - Broadview Hts., OH 10/2008 to 2/2014

Director of Consumer Services

Corporate Marketing & Service Manager

Customer Service Supervisor

As director of consumer services, I resolved escalated customer service

issues, oversaw the telemarketing supervisor and employees, co-ordinate

between outside sales reps and the marketing department. Promoted to

manager position to recruit, train, and supervise customer service reps and

marketing professionals. Researched sales territories, and designated

travel routes to sales technicians. Managed scheduling needs based on call

volume predictions and statistics.

Selected Contributions:

1. Oversaw implementation of computer based CRM and trained staff.

2. Met with Better Business Bureau officials and customers to resolve

complaints

3. Infiltrated competitors' sales territories and generated leads and new

customers with a 70% close ratio.

4. Personally increased company's revenue through outbound calls generating

50k per month in cross sales.

5. Acted as liaison for main service center and satellite locations.

6. Trained new distributors in office establishment, sales, marketing and

customer retention.

The Cleveland Foodbank- Cleveland, OH 11/2002 to

10/2008

Agency Services Representative

Previous Position: Warehouse Associate

Conducted agency inspections to ensure facilities were maintained according

to the state of Ohio regulations.

Accurately analyzed and interpreted statistical information and prepared

reports to display the purchasing data for 400+ 5013(c) agencies.

Selected Contributions:

1. Increased the number of affiliate hunger centers that qualified for

grants through media, outreach, and education.

2. Promoted in 2005; met monthly service and audit goals; certified tow

motor use and warehouse safety

YMCA of Greater Cleveland- Cleveland, OH 4/2005 to

10/2007

Sports Instructor

Locations: Euclid & Glenville

Managed children ages 4-18 years old in sports, exercise, and cooperative

play to increase motor skills fitness levels and athletic ability;

Motivational speaking, mentoring, and tutoring to program participants

Selected Contributions:

1. Coached winning co-ed traveling basketball teams, increased the

membership of at risk youth ages 14-18

2. Established and organized a fishing program to encourage family

participation and bonding.

Professional Experience continued

Orlando Baking Company - Cleveland, OH 9/2001 to 11/2002

Supervisor

Evaluated and managed line productivity for a nationally distributed

bakery. Supervised line employees and upheld the company's standards.

Selected Contributions:

1. Decreased error margin by 15% which led to a 30% revenue retention.

Nestle Corporation - Solon, OH 9/1995 to 9/2001

CIP Specialist and Sanitation Technician

Previous Position: Line Specialist

Ensured the sanitation of food items and equipment with highly caustic

chemical preparations and high pressure precision tools

Selected Contributions:

1. Operated Swiss computer cleaning system to sterilize pipes, promoted to

elite CIP in 1997

Education and Training

Lorain County Community College Elyria, OH Economics

Columbus State Community College Columbus, OH Certif. for Culinary

Arts

The University of Akron- Akron, OH Major in

Business Admin

The Rayen High School- Youngstown, OH High School Diploma

Training: Completed numerous courses and seminars in customer service,

sales strategies, loss prevention, time management, leadership, performance

assessment, and food safety.

Software: Microsoft Office, Lotus Notes, CRM, Internet applications, Social

Media

Volunteer Experience

Ken Johnson Recreation Center

2001-2009

Assistant Football Coach

Implemented and developed offensive and defensive plays, motivated players,

assisted with conditioning, nutrition, and transportation of players.

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