Customer Service Sales

RICHARD THOMAS MUSSELMAN

*** ***** ******, *********, ** 34741

Home Telephone: 407-***-****

Cellular: 407-***-****

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

Career Review & Achievements:

• 25+ years successful sales, mostly B2B with interaction of all level of employees.

• Proven adaptability: doubled salary at Kaplan University as an Admissions Advisor within the

first year. Promoted to Team Lead/Mentor.

• Effectively performed as international company software and equipment trainer with heavy up-

selling and consulting responsibilities. 80% travel.

• Prior business owner for over 6 years with the respectful understanding of what employers expect

from employees.

• Over 25 years effective customer retention and customer service management.

• Over 15 years’ experience leading and training people on various software, equipment and

systems.

• PROFESSIONAL EXPERIENCE

2013 – 2014 CSI Professional Staffing. Contracted to SunTrust Bank. http://thecsicompanies.com/

• Enrollment Specialist for the Purchasing Card Department. Duties included enrollment of suppliers in

the P-Card program with direct interaction with the clients. Creating Visa/MasterCard credit cards for multi-

million dollar SunTrust clients from inception with follow though of customer service handling problems that

arise.

2010-2013 National Training, Inc., Admissions Advisor for Central FL. (Independent Contractor)

• Admissions Advisor for nationally accredited CDL-A Truck and Heavy Equipment School. I was sole advisor

for Central Florida, Tennessee, Hawaii, and California.

2009-2010 Kaplan University Team lead/Mentor Military Admissions Advisor

www.kaplanuniversity.edu

• Consistently met and exceeded goals set by the company.

• Hired as a Military Admissions Advisor to help servicemen and veterans enter college. Promoted to Team

Lead/Mentor after six months.

• The team leader is responsible for the overall performance of the team along with being the coach, motivator,

and mentor of a team of 15 or less through quality customer service, team performance, and follow up.

• An integral part of the Team Leader position is to coach the team and ensure the skill development of the team.

• The goal of the Team Leader is to instill a sense of team responsibility, team leadership, and ultimately

improve the student start and retention rate.

2002-Oct., 2008 Cues Product Specialist/Software Trainer www.cuesinc.com

• Worked as a traveling product specialist training customers for Cues Inc., the largest pipeline assessment and

rehabilitation equipment/software manufacturer in the world.

• Primary duties included weekly travel to the customers’ site to train field and office personnel on Cues CCTV

equipment and software, occasionally retro-fitting our competitor’s equipment with Cues or troubleshooting problems.

Provided consultative solutions for up-grade of components to satisfy client’s needs for ease of use or state/city

requirements. Delivered electronic nightly and end-of-training reports on daily progress, and solutions needed to

satisfy customer needs.

• In-office duties were expense reports, setting-up travel for upcoming events, troubleshooting incoming phone

calls, quality control on outbound repaired equipment.

• From inception, supplied feedback for beta testing of Granite software, providing end-user needs to be

implemented for ease of use and functionality.

2002-Airport Team Leader/Site Manager (contract work) Strategic Airport Security Rollout (SASR

Program) with Innolog Corporation subcontracted under Lockheed Martin

www.innolog.com

• Served as Advance Leader for airport teams federalizing public airports and fulfilled contractual obligations.

• Assessed airport lane security staffing, performed inbound/outbound flight evaluation for gate staffing needs,

evaluated security equipment inventory and consumable stock requirements, and informed Federal Security Director

and staff of security screener staffing requirements.

• Provided Mobile Screening Force (MSF) with transportation, area information booklet, 24 hour Help Desk,

area orientation, and housing.

• Developed schedule for MSF and Permanent Screening Force (PSF) utilizing specific web based scheduling

tool (ScheduleSource).

• Tracked training requirements dictated by TSA using web-based program (FAST) to insure proper training and

testing of incumbent security personnel.

• Ensured completion of daily progress reports to Innolog, Lockheed Martin, Transportation Security

Administration, and Washington D.C.

• Hired, trained, and evaluated internal staff.

• Completed staff transitions at airports in Tampa, FL (TPA), El Paso, TX (ELP), Alpena, MI (ALP), Lubbock,

TX (ABI), and Greenville, SC (GSP).

1988 to 2002-Sales/Customer Relations, Sales and Dispatch Manager, Ace Expediters, Inc., Orlando, FL.

www.aceexpediters.com

• From company inception, exceeded monthly sales goals as local B2B Sales Representative.

• Supervised, initiated procedures, and trained customer service representatives, dispatchers, and warehouse

personnel for Central Florida’s largest on-demand, outsourced and rush courier service.

• Implemented customized outsourced warehousing; provided one-on-one client solutions to meet and exceed

customer fulfillment goals.

• Provided total answerability to on-time delivery requirements and customer relations in a high stress

environment.

• Handled all customer complaints or problems with sincere appreciation for customer’s situation.

EDUCATION

1983 to Present

Various Schools

• Company sponsored courses such as Councilor Relations, Customer Relations, Management Training, a

variety of specialized software schools, and others.

1979 to 1983

Various College Accredited U.S. Navy Schools

• Graduate of Basic Electronics and Electricity, Aviation Electronics Technician School. (Honorable Discharge)

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