Customer Service Sales

Charles Lee

573-***-**** **** Green Hills Road ***********@***.***

Festus, MO 63028

SALES, MARKETING & BUSINESS DEVELOPMENT EXECUTIVE

An enthusiastic, versatile leader with over a decade of experience in all aspects of sales programs, marketing and new business development as well as a track record of consistently driving growth even in difficult economic times. Proven ability to drive strategy, lead talent, deliver growth, form strategic partnerships, develop new sales channels, and successfully implement and oversee inside and outside sales, marketing, and customer service teams. A dedicated to excellence, achievement oriented, and self-motivated coach that has implemented sales training and sales incentives to promote and encourage success in a fun yet challenging and competitive environment. A dependable and accountable team player with strong research skills, an amazing ability to think outside of the box and a passion not only for sales and marketing, but also for winning!

PROFESSIONAL EXPERIENCE

ENGINEERING TECHNOLOGY & INFORMATION SYSTEMS, INC. St. Louis, MO 2005 - Present

ETIS is a distributor of GPS devices, tracking software, and services targeting municipal and county governments, small to medium businesses, and consumer direct markets.

Director of Sales and Business Development (2011 to Present)

Promoted to newly created position due to the growth of the business. Built and led a fully integrated sales, marketing and business development organization, including the business processes. Recruited, trained, continually coached, and managed all sales teams, inside, outside, and remote teams; created new sales channels, and expanded into new markets, geographic as well as vertical markets; monitored competition, target markets, and profiled new opportunities. Negotiated various contract renewals, reseller agreements, and such assuring the company’s interests and profit goals were obtained. Achieved new sales growth, new client acquisitions, of more than 80% over the last three years.

Developed and implemented market positioning strategy, Go-to-Market strategy, and marketing communications; including the creation and implementation of all advertising, promotion, and sales material. Developed and launched a comprehensive marketing communications plan that fully embraced the promotional mix.

Integrated sales, marketing, and customer service, adopting a customer-centric approach, increasing engagement; which, improved relations, increased customer based referrals, and grew accounts.

Developed an incentive program to encourage growth, enthusiasm, and to create a fun and competitive environment; which increased morale and reduced turnover and contributed to the team consistently exceeding expectations and outperforming quotas and company goals.

Organized the inside customer service department developing a customer-centric approach to ensure customer needs were met, developing an outside-in approach; recruited and trained the customer service team, promoting a relationship management approach that increased customer communication, satisfaction, NPR, and ultimately retention rates; thus allowing company to maximize the value of the relationship while providing excellent service.

Developed a significant referral network by cultivating relationships with community organizations and numerous referral sources. Created new ways to reach clients, generate positive press, brand awareness, and developed positive community relations.

Sales Manager (2007 to 2011)

Independently planned and directed all sales and marketing programs in newly created position. Developed and implemented a new sales strategy, transitioning from a focus on individual sales to a strategic emphasis on account development, relationship management and retention; which increased overall sales volume. Recruited, trained and led a team of top sales producers; established individual and team sales goals, monitored performance rewarding excellence, while coaching for improvement when necessary.

Continued to grow sales during an extremely challenging economic time.

Established sales training programs, processes to support sales, established a coaching program for the continued professional growth and development of sales staff, and codified sales infrastructure.

Reformatted the product mix to reduce confusion, enter adjacent markets, and increase profitability.

Created and implemented sales strategies, developed marketing materials and sales presentations, and conducted regular meetings with staff.

Sales Representative (2005 – 2007)

Personally took the initiative to pursue new sales channels resulting in an expansion of the target market.

Top salesperson 2006.

Highest customer loyalty/satisfaction score!

Highest customer referral rates.

G4S JUSTICE SERVICES Rancho Santa Margarita, California 2004 - 2005

G4S Justice Services was a manufacturer of electronic monitoring devices for offender management that targeted government markets.

Client Services Manager III

Initially was to manage the Missouri state government contract, but soon tasked with training and launching and managing the Kentucky contract as well; grew the contracts by upselling additional products and services, responded to training needs, and track complaints to resolution. Conducted numerous presentations, both sales and training, and provided excellent customer service, ranked highest for customer service provider. The position required 80% travel to successfully service both states, meet with clients and staff, and cover smaller contracts when necessary; while leading both a remote field service and an inside account management team.

Developed strong positive relationships with customers and government officials.

Improved the response time to customer complaints reducing it from three days to within 24-hours.

Facilitated meetings and training's to keep my remote staff of 27 informed and up-to-date.

Developed a fun, competitive, and enthusiastic work environment, under trying conditions, by establishing competitions, rewards, and recognitions for staff; which reduced churn and increased productivity.

STATE OF MISSOURI; BOARD OF PROBATION AND PAROLE Jefferson City, MO 1995 - 2004

Probation and Parole Officer II

Supervised a caseload of fifty plus criminal offenders on electronic monitoring in the community. Conducted numerous investigations, interviews and prepared reports of the same requiring my attendance and testimony at legal proceedings. Established, developed, and maintained relationships with judges, attorneys, and law enforcement. Built teams involving attorneys, law enforcement, and community members to encourage involvement, foster partnerships, and improve public relations.

Appointed District Safety Officer.

Certified by Missouri as a trainer and provided numerous trainings to probation and parole officers.

Recognized in Who’s Who in Public Service

EDUCATION

Master of Science Degree (Communications/Integrated Marketing Communication) Lasell College, 12/2013 GPA 3.975

Newton, MA

Bachelor of Science Degree (Criminal Justice)

Southeast Missouri State University, 8/1994 GPA 3.100

Cape Girardeau, MO

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