Sales Customer Service

Adam M. McKelley

*** ******** ****** ********* • Canal Fulton, Ohio • 44614

Phone: 330-***-**** • Email: ****.********@*****.***

QUALIFICATIONS PROFILE

Highly creative and multitalented individual with extensive experience in multimedia, retail sales, design and office

management. Exceptional collaborative and interpersonal skills, dynamic team player with well-developed written and

verbal communication abilities. Highly skilled in sales, client and vendor relations and negotiations, talented at building

and maintaining strong business partnerships. Passionate and inventive creator accustomed to performing in deadline

driven environments.

PROFESSIONAL EXPERIENCE

Suarez Corporation Industries • 7800 Whipple Avenue NW, North Canton, Ohio 447**-****-****

Call Center Operations

Manage and orchestrate day-to-day operations within a large, fast-paced call center. Supervise a staff of 40+ representa-

tives while maintaining queue levels and designation of assignments. Report, track and maintain activities of call

volumes, queues, individual representative performances to the call center director.

• Manage and designate representatives to specific queues based on skill level, knowledge and volume.

• Thorough knowledge of Cisco/CCX operational systems coupled with MS Access Databases.

• Maintained and updated informational interoffice system known as Sharepoint for multiple departments.

• Develop and write instructional guides on new equipment for both staff and customers.

• Developed and maintained department records, tracking stats on all representatives for corporate review.

Verizon® • 5511 Buehlers Drive, Medina, Ohio 442**-****-****

Store Manager

Successfully manage multiple employees in a fast-paced, competitive, retail sales environment. Thorough knowledge of

Apple, Android and Blackberry smartphones including but not limited to, advanced software programming, application

development, device features and functions.

• Successfully completed over 80 detail training exercises through Verizon Wireless (VZLearns).

• Well versed in eRoes, Iconic and RQ4 functions.

• Instituted and developed “Pick 5” and marketed the idea to the Area 6 Region.

• Strong focus on outside marketing and business to business sales.

• Leading store in PBH sales for the calendar year.

Sprint® • 1191 West High Avenue, New Philadelphia, Ohio 446**-****-****

Store Manager & Small Business Expert / Service Technician

Successfully manage multiple employees in a fast-paced, competitive, retail sales environment. Thorough knowledge of

Apple and Android smartphones including but not limited to, advanced software programming, application develop-

ment, device features and functions, and advanced repair procedures. Maintain and order cellular devices and

accessories based on trends and sales models while staying within designated budgets.

• Successfully completed over 100 detail training exercises and models referred to as “STAR Training”.

• Maintained excellent Sales and Service status throughout employment.

• Software Technical Support for 9 Store region.

• Small Business Expert.

Action Sign, Inc. • 3140 State Street NW, Greentown, Ohio 44630 2009 - 2011

Store Manager / Graphic Design & Sales

Successfully manage and coordinate graphic design projects from concept through completion. Collaborate with

clients to create vision, conceive designs and consistently meet deadlines and requirements. Consult with vendors to

meet all project requirements ordering stock while maintaining profit margins. Create and conduct highly persuasive

sales presentations while strengthening business relationships. Manage all operational, strategic, financial,

quotes/estimates and a multitude of administrative functions.

• Successfully complete client projects exceeding $150K.

• Provide proposed layout and design for corporate accounts/contracts operating under extremely tight deadlines.

• Established and maintained relationships with vendors and key clients.

• Increased sales by 313% first year of employment.

Emergency Medicine Physicians • 4535 Dressler Road NW, Canton, Ohio 44718 2006 - 2009

Patient Representative - Collections Trainer

Oversee daily call-center operations managing a staff of 14 employees. Responsibilities include Administrative, Person-

nel Issues, Q & A, Call Monitoring, Training/Coaching-on-the-fly, Assembling and Maintaining daily reports

• Maintained and monitored call queues and status utilizing Avaya CMS system.

• Maintained compliance in areas such as HIPAA, FDCPA, Coding issues and updating Policies and procedures.

• Created and maintained the company’s first Collection Training Manual and further developed training protocols.

Bank One • 1001 Main Street, Akron, Ohio 44310 1999 - 2006

Collections Supervisor Early, Late Stage and Repossession

Oversees daily collection center operations managing a staff of 20 employees. Responsibilities include Call Monitoring,

Daily Collection/Progress Reports, Call Escalations utilizing Strong Problem Solving Skills, Coaching-on-the-Fly and

Maintaining Status and Progress reports to Department Manager multiple times daily.

• Maintained and monitored call queues and status utilizing Avaya CMS system in accordance with “Smart” Collections

Predictive Dialer.

• Ensured all aspects of the FTC and FDCPA were followed as governed by company standards.

• Supervised training /development of new collectors along with coaching throughout a collector’s employment.

• Administering disciplinary procedures in accordance with Company Guidelines.

EDUCATION

Universal Life Church • Online Program 2009 - 2010

Master’s in Religious Studies, November 2010

• Course Completion with Honors

• Ohio Ordained Minister

Perry High School • 3737 Harsh Avenue NW, Massillon, Ohio 44646 2003 - 2006

Successfully completed 1380 Class Hours in a Graphic Communications program.

• Graduated June 1996 with a 3.5 GPA

• Active Member of Vocational Industrial Clubs of America

SOFTWARE TRAINING & PROFICIENCY

• Adobe Creative Suite 6 - Bridge, Dreamweaver, Fireworks, Flash, Illustrator, InDesign and Photoshop

• CorelDraw X5

• FlexiSign 8.6 v2

• Microsoft Office 2013 - Word, Excel, Access, Powerpoint, Outlook, OneNote, Publisher

• Quickbooks and Peachtree Software

• HTML / Java / Flash / SQL

• Linux and Unix Environments

• Mac and PC Platforms

• Android Software and Application Development

• iOS Software and Application Development

Contact this candidate