Inside Sales Representative

Emmitt D. Chitwood

**** ******** **** ● Corona, CA 92880

PHONE 417-***-****

EMAIL *****-******@*********.***

SUMMARY

I am a results-oriented professional with 12 years management, 11 years customer service and 20 years wholesale and retail sales experience, including 19+ years in the automotive industry. I excel at strategically planning and managing projects with a history of reliable and quality decision making to improve the efficiency of operations. I have excellent communication skills, both verbal and written, with all levels of peers, clients, supervisory positions and executive management. I possess an extensive background in management and supervision of others, including the ability to impartially assess employee ability and build work load accordingly while motivating staff for maximum productivity.

Proficient in Microsoft Office Suite, ECLIPSE, MAS-900 and Internet usage for general use and work related research.

PROFESSIONAL EXPERIENCE

Creative Bus Sales, Chino, CA 6/3/2013 – current

Inside Sales Representative

• Handle high volume customer phone calls and emails resulting in sales of product

• Research part information for customers by communicating with vendors and utilizing schematics to

determine correct product based on the customers’ stated need

• Receive and process vendor sales invoices in a timely manner

• Quote customer prices for various products by utilizing proprietary systems

• Create and send purchase orders for out of stock product to appropriate vendors

• Process customer payments

• Update and notify purchasing department of low inventory and potential situations where inventory

could be depleted

• Maintain current client relationships while creating new connections with prospective customers

• Provide customers shipping and tracking information

• Work with warehouse personnel to process customer returns and refunds

• Assist walk in customers by identifying their part needs and completing the sale

Alorica-Inc. / American Honda Motors, Chino, CA 8/15/2011-6/1/2013

Team Lead in the PCRM Department

• Day to day supervision of the 6:00 AM & 8:30 AM PCRM teams. This includes:

o Reporting to management with statistical information

o Providing support to the specialists on the floor,

o Maintaining adequate phone support for inbound as needed by utilizing the Center vu software

o Taking escalation calls

o Creating and maintaining multiple tracking reports

• Distribution of campaign or other internal information to specialists

• Processing the weekly PCRM report for Honda management through Track via

• Assigning specialist caseload daily as well as monitoring specialist work for consistency in documentation

• Scoring recorded calls for Quality Assurance

• Coaching specialists as needed for optimal performance

Shade Depot Corporation, Tustin, CA 1/2010 to 6/2011

Operations Manager

• Oversee day to day operations of company including sales, customer service, accounting, purchasing, inventory control, shipping, warranty, returns and employee time management.

• Create and/or approve sales and marketing promotions, maintain customer relations with major clients, generate customer communications, notices and product updates.

• Create new and enforce existing company policies and procedures.

• Hiring and management of company staff including warehouse, customer service and temporary

employees.

• Negotiate pricing with suppliers, vendors and customers with final approval on orders placed.

• Review customer credit and approve credit lines.

• Attend and oversee company participation in trade show events.

• Oversee and approve company literature and promotional materials including technical manuals,

brochures and catalogs.

Rohl, LLC, Irvine, CA 10/2007 – 1/2010

Customer Service / Returns Coordinator / Technical Rep

• Customer service representative tasks included:

o Assisting customers with order and product information including technical

specifications, troubleshooting, repair and maintenance as well as warranty parts and

information.

o Account representative for specific wholesale accounts performing order entry, issue

management, and addressing questions and concerns as their single point of contact.

• Returns Coordinator for largest wholesale distributor comprising 50% of total sales and returns.

Tasks included:

o Issuing return goods authorizations

o Create new and enforcing existing returns policies and procedures

o Working with national team of sales representatives to resolve warranty claims and

customer issues

• Technical Representative tasks included:

o Finding and resolving technical issues including design flaws and identified factory defects

o Creating solutions to resolve found flaws and defects including designing of parts

o Coordinating with outside local machining resources to manufacture parts

Greatcall Inc. (Jitterbug), Fountain Valley, CA 5/2007 to 10/2007

A.M. Call Center Service Supervisor

• Monitoring calls of supervised representatives to determine if call quality standards were met and length of call time was appropriate.

• Handling escalation calls for floor representatives working with customers to resolve service issues.

• Preparing and filing attendance reports of employees to ensure proper compensation and benefits.

• Facilitating the training of all updates in corporate policies to call center representatives.

• Call center closed after 5months (reason for short period of work time)

Verizon Wireless, Irvine, CA 6/2006 to 5/2007

Financial Service Senior Case Manager

• Assist customers with payment options, creating reasonable payment plans.

• Use Verizon operating system to retrieve information on customer accounts such as usage and status.

• Placed on the Projects and Strategies team in early October of 2006 in addition to regular representative responsibilities. Tasks included tracking statistics on customers to create reasonable solutions for collection on accounts over 90 days old. Designed “Hardship” queue for customers with legitimate hardship due to health.

Dent Solutions, Joplin, MO 1/1996 to 6/2006

Owner & Independent Contractor

• Develop and maintain customer service relationships with various accounts in the Paintless Dent

Repair business.

• Hire and manage seasonal and full time employees to ensure quality of work performed and

customer service standards were met.

• In the acquisition of new accounts, as well as retaining and servicing existing accounts, regularly perform estimations of repair costs based on superior knowledge of the paintless dent repair process.

• Interpersonal contact with dealership management, dealership service department personnel, and

individual retail customers.

• Working relationships with multiple insurance companies and their adjustors to create cost evaluations and supplemental payments for repairs.

• Create proposals for dealerships detailing the cost analysis and savings for their company.

• Design advertising for various companies contracting work, as well as placing of said advertising

in publications.

EDUCATION

Ruskin High School; Kansas City, MO – 1990 graduate

Some college coursework completed

Contact this candidate