Customer Service Sales
Resume:
WILLIAM WOOD
MIDLOTHIAN, VA 23112
**************@*****.***
Professional Profile
Accomplished Supervisor/Manager with a proven ability to develop strategies that support business and financial objectives. Have led key initiatives that improved operational effectiveness by 38% in Montgomery County and Fredrick County of Comcast’s Central region footprint (750k customers).
Respected leader, able to build highly motivated management teams focused on achieving revenue goals. Keep up-to-date with changes in the industry through continuing professional development (have taken courses toward earning an MBA at UMUC ).
Areas of Expertise
High Performing Team Development
Strategic/Tactical Planning
Analytical Skills
Over 15 years' experience as a Frontline Manager in the customer service industry, with emphasis on improving efficiency, productivity and organizational consistency.
New Business Creation
WORK HISTORY
Comcast, Richmond VA
Call Center Supervisor/Dispatch Supervisor
February 2007 - Present
Responsible for performance and development of 17-30 Billing and Sales call center associates
Accountable for targeted revenue goals and associate productivity level
Created Monthly Incentive plan for Supervisors
Assisted in creation of escalation process to route and de-escalate irate clients reducing escalations by 23%
Consistently monitor associate interaction with customers and provide feedback
Responsible for trend analysis
Create and maintain relationships across functional departments to decrease daily number of appointments in the field
Responsible for timely completion of approx 405 daily customer appointments maintaining 98.6% better on time rating.
Carmax, Midlothian VA
Sales Consultant
October 2013- December 2014
Work with customers through each step of the sales process.
Communicating to customers what makes CarMax unique
Interviewing customers to determine their needs and wants
Presenting vehicles
Taking test drives
Securing Financing
Processing transaction paperwork
Supporting our on-line customers via our eSales office
Following up with potential customers
Wachovia, Richmond VA
Financial Specialist
September 2005- May 2006
Responsible for sales retail bank products
Outbound Prospect calling
Irate customer de-escalation
Achieving specific metrics and scores in sales and service
Customer account maintenance /fulfilling customer requests
Capital One, Chester, VA
Front Line Manager
March 2001-February 2005
Responsible for performance and development of 17-50 collection call center associates
Accountable for targeted revenue goals and associate productivity level
Partnered with senior leadership to create site initiative and increase team morale
Consistently monitor associate interaction with customers and provide feedback
Responsible for maintaining net credit/loss ratios
Responsible for trend analysis
Capital One, Richmond, VA
Risk Liaison
February 2000-March 2001
Acted as a Liaison between Capital One and outside recovery agencies
Responsible for daily relay of accounts and information
Facilitating acquisition of multi-million dollars in collection revenue
Deescalated irate account holders mitigating Capital One’s legal exposure
Assisted in managing collection agencies to meet and exceed Capital One collection goals
America One, Richmond, VA
Sales/Retention Specialist
March 99-February 2000
Demonstrated effective presentation skills in interpersonal and small group settings
Acted as liaison between sales and retention for the communication and understanding of critical business initiatives
Consistently met or exceeded company standards
Contributed to the success of the Pre-paid test as a team member
Served as liaison between my supervisory team and the BA Roundtable group
Identified problems, diagnosed causes and provided solutions to management in the areas of call center operations/customer relations
Organized and implemented targeted programs for increasing sales and morale, resulting in better productivity and profitability from my supervisor team
Onyx Mobile Oil Change, Richmond, VA
Manager
August 1997-March 1999
Responsible for daily business operations, account acquisition, account marketing, retention, customer service, accounts receivables, collections and inventory
Managed a staff of 4 associates
Assisted Upper Management in identifying and resolving cash flow problems
Coordinated vital lines of communication between various departments
Demonstrated effective leadership skills
Forecasted business opportunities with successful analysis of prior business trends and current market activities
Identified problems, diagnosed causes and determined corrective actions
Enterprise Leasing Company, Richmond, VA
Customer Service Representative
Level II Account Executive
June 1996-July 1997
Writing daily rental contracts/selling damage waiver
Handling customer questions and complaints
Acquire and service customer accounts
Car sales/sold extended service contracts
Direct Marketing
Collect on Delinquent Accounts
Vehicle Repossession
EDUCATION
Bachelor of Science, May, 1993 Virginia Polytechnic Institute and State University
Health and Physical Education
License: Physical Education K-12
Minor: Biology
Endorsement: Health Education February 1995
MBA Study University Of Maryland 2003-2005
AWARDS/COMMUNITY SERVICE
Assistant Football Coach, Patrick Henry High School, 1994
Co-Captain Virginia Tech Junior Varsity Men’s Basketball Team, 1992
Dean’s List, fall 1992 /fall 1994
3 on 3 Collegiate Champion Central Region, 1992
YMCA Youth Basketball Coach 2004
Member Of Mount Gilead Full Gospel International Ministries
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